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WirelessDevNet.com Press Release
NEXT GENERATION CUSTOMER CARE NOW AVAILABLE TO SMARTPHONES RUNNING THE SYMBIAN OPERATING SYSTEM
TORONTO, ON – Mobile Diagnostix Inc. (www.mobilediagnostix.com), a pioneer in lowering customer care expenses for wireless carriers worldwide, today announced support for Smartphones running the Symbian operating system in the latest build of its Mobile Care Framework (patent pending).
Mobile operators can now provide next generation automated customer care to their subscribers using Symbian-based Smartphones, enabling providers to dramatically reduce customer care expenses while significantly improving customer satisfaction.
“The potential revenue from Symbian-based Smartphones is clearly compelling for mobile operators,” says Mobile Diagnostix CEO Ian Collins. “Unfortunately the cost to provide superior customer service to subscribers with these handsets poses a significant challenge for wireless carriers. With our Mobile Care Framework, we can guarantee the lowest cost and highest quality subscriber experience when resolving Smartphone issues.”
According to research by IDC (www.idc.com), in 2003 Symbian-based devices are expected to hold a 67 per cent market share of the Smartphone market, followed by Microsoft at 14 per cent and Palm at 13 per cent. In 2007, IDC estimates Symbian will have a 61 per cent market share, followed by Microsoft at 21 per cent and Palm at 11 per cent.
Providing timely, efficient Smartphone customer support is an expensive effort. Problems with Smartphones can be time-consuming to solve due to the difficulty in gathering complete, accurate diagnostic information. This can be complex for both the technical support staff and for the subscribers who must provide the information. This often translates into frustrated customers and reduced subscriber loyalty.
“Our Smartphone customer care solutions address these problems directly by leveraging the power of the wireless packet data networks to provide automated customer support for Smartphones running the Symbian operating system,” says Jeff Brunet, Vice President of Technology, Mobile Diagnostix. “With our zero integration option, carriers can be up and running with our solution extremely quickly, improving the customer care experience and reducing expenses almost immediately.”
Being able to automate the customer care of Symbian Smartphones will encourage more usage of applications and services that today might not be used due to complex set up and configuration requirements. Symbian is a leader in providing a platform for rich mobile data services and applications. The broad base of applications available for Symbian make fast efficient customer care more important than ever before if mobile operators are to fully realize the revenue potential from these phones.
About Mobile Diagnostix Inc.
Mobile Diagnostix’s Mobile Care Framework is the leading Smartphone customer care platform for the wireless industry. Established in 2002 to focus exclusively on developing Smartphone customer care solutions, the company has developed a flexible customer care framework that reduces time, errors, and the expense of providing customer support to Smartphone subscribers. Inspired by the architecture and scalability of leading telecom-billing solutions, the Mobile Care Framework has been designed from the ground up to address the specific business and technical requirements of the wireless industry. Mobile Diagnostix Inc. is the most recent extension of Wyrex Communications Inc., founded in 1993 to provide services during the worldwide 2G PCS network builds. Wyrex’s world-class clients have included Sprint PCS, AT&T Wireless, Bellcore, Rogers AT&T, Microcell and Bell Canada International.
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