Motive Mobile ServiceView Solution — Overview
A unified care environment providing end-to-end visibility with automated problem analysis and resolution
In an attempt to grow revenue, service providers are introducing new services and partnering with 3rd party content providers to provide rich applications. These services are driving a level of complexity our industry has never seen before. The byproduct of these new services forces providers to try to harness a wide range of service delivery systems and applications in an attempt to deliver a quality customer experience. This traditional management approach makes it very difficult to identify root cause of customer issues. In some cases providers stop short of solving a problem because they lack the visibility and control of what is occurring in both the customer and content provider environments. The result is high average handle times (AHT), low first call resolution (FCR) and a decreased likelihood to buy additional services.
The Motive Mobile ServiceView Solution offers service providers end-to-end visibility and control of mobile broadband services across the entire service delivery chain and throughout the customer lifecycle. Mobile ServiceView gathers and analyzes critical QoE information from mobile devices, back office and network management systems. This information is then used by the help desk to pinpoint and resolve common customer issues. With Motive Mobile ServiceView service providers can:
- Empower the help desk to solve a wider range of problems with end-to-end visibility and control
- Increase the value of existing MDM and network management investments
- Rapidly pinpoint problem root cause, regardless of the source
- Provide network and device agnostic support
