For years it has been possible to receive remote assistance if you encounter technical problems while using your computer. This means that you can invite someone you trust to connect to your computer, share your screen and even make changes to system settings. What if you could do the same thing while using your mobile device? Now you can, thanks to the Ericsson (NASDAQ: ERIC) Device Care service.
Ericsson Device Care is part of the Ericsson Device and Application Verification suite of services launched at last year’s Mobile World Congress. However, whereas many Device and Application Verification services help manufacturers and developers perfect their apps and devices prior to launch, Ericsson Device Care comes into play post-launch – once the devices and apps are in the hands of end users.
Mobile devices are available in an ever-increasing range of shapes and sizes, each offering varying performance levels and screen sizes. There are three main competing mobile operating systems, but many different versions of each are in use at any one time – adding to a problem that is commonly described as “fragmentation”. The end result is that consumers can run into unexpected problems while using their mobile devices.
Paolo Colella, Vice President and Head of Business Line Consulting & Systems Integration, says: “Ericsson Device Care enables operators to remotely view, control, configure and perform real-time diagnostics on mobile devices and applications. It should lower operational expenses by reducing device returns, improving first-call resolution percentages and reducing average call-handling times. Optimizing device and application performance improves customer experience and helps to reduce churn, ultimately leading to higher revenues for operators.”
Ericsson Device Care meets a need created by the increasing complexity of mobile devices, the fragmentation of operating systems and the proliferation of mobile device applications – all of which contribute to increasing customer care costs and high device return rates. Ericsson Device Care makes it easier for operators to see exactly what their end users are seeing, strengthens customer relationships and also provides a new source of in-depth business analytics. This solution is based on a partnership with AetherPal.
During Mobile World Congress 2014 in Barcelona, Spain, Ericsson is showing world-leading technology and service capabilities and innovations. We believe that anything that benefits from a connection will be connected, and we lead the way with solutions that drive the development in mobility, broadband and the cloud, creating the foundation for eco-systems and transformation across industries. We are your guide in the Networked Society.
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Insights from our experts and Networked Society evangelists are also published on our blog during the event.
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Ericsson is a world-leading provider of communications technology and services. We are enabling the Networked Society with efficient real-time solutions that allow us all to study, work and live our lives more freely, in sustainable societies around the world.
Our offering comprises services, software and infrastructure within Information and Communications Technology for telecom operators and other industries. Today 40 percent of the world's mobile traffic goes through Ericsson networks and we support customers’ networks servicing more than 2.5 billion subscribers.
We are more than 110,000 people working with customers in more than 180 countries. Founded in 1876, Ericsson is headquartered in Stockholm, Sweden. In 2013 the company’s net sales were SEK 227.4 billion (USD 34.9 billion). Ericsson is listed on NASDAQ OMX, Stockholm and NASDAQ, New York stock exchanges.
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