March 31, 2010
Mformation and Amdocs Collaborate for Industry's First Integrated Mobile Device Customer Care Solution
By Calvin Azuri
Mformation Technologies Inc. (News - Alert), a provider of advanced mobile device management “MDM” solutions has entered into a partnership with Amdocs, a provider of customer experience systems, to deliver sophisticated and effective mobile device support.
As per the partnership, Mformation technology is now integrated with Amdocs (News - Alert) CES customer management solutions so that mobile providers can speed up support call resolution and lower the costs.
According to Seth Nesbitt, vice president, Product and Solutions Marketing, Amdocs, with mobile devices and services becoming increasingly complex, providing profitable quality support for mobile customers has become a growing pain point for mobile operators. With the combination of Mformation’s mobile device management technology with Amdocs’ leading customer management suite a new support solution for customer-care organizations within mobile operators will be created.
Mobile operators will have full real-time device visibility and access to critical subscriber and device information from one central customer care console due to the combined solution from Mformation Technologies and Amdocs. The mobile device visibility and diagnostics is also seamlessly integrated into the workflow of the Amdocs customer management solution.
Adam Leech, senior analyst at Ovum (News - Alert) also noted that effective customer care is critical to enabling the continued growth of profitable mobile data services for operators.
Leech said this can only be achieved successfully when the customer care agent has full real-time visibility into the mobile devices in users’ hands.
The combination of the most sophisticated device management technology with the most advanced customer management tools will deliver a powerful new solution to address this critical industry need, Leech said.Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.
Edited by Stefania Viscusi