Leading industry analysts predict that in mature markets like US, Europe and Japan, more than 60% of mobile devices sold in 2010 will be smartphones. Though this presents increased revenue opportunity in data services for mobile network operators, the profitability is threatened by escalating support costs.

Key factors

• Increase in average call handle time due to smartphone complexity and advanced features
• “No-fault-found” device returns increase as users mistakenly attribute incorrect configuration as a device defect.
• Increasing customer churn rate due to perceived “lack of support” from their service provider

To deal with the above challenges, it has become increasingly vital to provide effective technical support.  AetherPal’s Smart Remote Access addresses the business challenges faced by mobile network operators when supporting smartphone devices.

• Device OS agnostic: Support of multiple operating systems
• RIM BlackBerry
• Microsoft Windows Mobile
• Nokia Symbian
• Google Android
• Microsoft Windows
• Apple Mac

• Secure session: All data communication is transmitted through Hypertext Transfer Protocol Secure (HTTPS) which uses SSL/TLS protocol to provide a secure encrypted communication during the entire remote control session.
• Improved CSR productivity: AetherPal establishes a connection to the pre-enrolled smartphone and streams screen updates from the user’s smartphone to CSR’s console very quickly. In addition, the image size and color are dynamically optimized based on available network conditions. All these features ensure that the CSR’s support time is productively utilized without any performance limitations.
• User/CSR feedback: Feedback: After a session is ended a built-in questionnaire triggers, generating feedback on the effective nature of the support provided.   Both the CSR and customer user has the option of providing feedback enabling a mobile network operator to monitor a satisfaction index.
• Branding: Mobile handset manufacturers are able to customize the branding of their AetherPal client, integrating it seamlessly with their current CRM and OMA DM solution.

• Significant reduction in average call handling time
• Increased first call resolution rates eliminating callbacks
• Eliminates “no-fault-found” device returns
• Train customer in adoption of new services
• Decreases support calls with self-help feature
• Improves overall customer satisfaction experience
• Improves carrier churn numbers