IQ Care Reduces Average Call Resolution Time (CRT) for Android Smartphones by 20% at Tier-1 U.S. Mobile Operator

The client's existing network-based customer care solutions did not provide the client with experiential information obtained directly from the mobile device, even though device-sourced information is the only truly objective, impartial view of how mobile devices per form on the network or in the hands of consumers. iQ Care is a suite of analytics and applications that use iQ Agent and Carrier iQ's Mobile Service Intelligence Platform (MSIP) to deliver individual user experience knowledge to customer care agents of mobile operators and mobile device manufacturers. iQ Care helps customer care agents in many ways. Using iQ Care, the client has been able to significantly reduce the average length of calls and number of callbacks, along with increased customer satisfaction and notable cost savings.

Provided by: Carrier IQ Topic: Mobility Date Added: Mar 2013 Format: PDF

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