Centre agents guided through the smartphone support jungle

Sicap’s Device Management (DM) tools enable a 40 per cent reduction in call time for 1st level, and an 80 per cent reduction for 2nd level handling of smartphone issues by call centre agents.

Sicap can therefore enable operators to significantly reduce OPEX and gain in efficiency. The savings realised by Sicap DM operator customers are calculated from documented call centre comparisons.

Failure to locate and use applications on the device, incompatibility of versions, and configuration of services are routinely quoted by smartphone users as reasons for calling for help. “The smartphone apps jungle is now too dense to walk through un-aided” said Mr Stéphane Jayet, Head of Marketing at Sicap. Indeed, in 2009, seven billion applications were downloaded, a growing majority of them off-deck from commercial websites.

Sicap is the only DM player to offer side by side viewing of information and tools for direct OTA intervention on customer smartphones. Sicap on-line Device Configuration Help files and remote control facilities are just two elements in a much bigger Device Management picture, but their complementary usage reduces the time spent on first level operations and often eliminates the need for escalation to second level support.

As part of the Sicap offer, call centre agents dispose of the Device Configuration Help-files for quick diagnosis, mapping and knowledge of capabilities on each brand and model of smartphone. They can browse the specificities of each smartphone’s wifi, bluetooth, memory, camera settings etc. on a navigation screen, and then simply click on a function to activate the corresponding function on the customer device.

In parallel, agents dispose of Sicap’s remote control DM tool. They can, with permission from the customer, take command of the smartphone, locate the faulty or wrongly configured application, and carry out remedial action during the call session. The customer, witness to the manipulations on his screen, gains know-how and therefore autonomy in managing his phone.

“Despite the scramble for apps and the multiplication of on-line offers, we generally find that only 25 per cent of a smartphone’s application potential is actively exploited by the end user,” added Mr Jayet. “Mobile customers are clearly struggling with configuration and usage issues, and that ultimately impacts both the OPEX and bottom line profits of operators.”

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