Motive Mobile Service Management — Benefits

• Supports end-to-end mobile and converged services lifecycle management with a unified service management platform
• Provides visibility into the entire mobile service delivery chain, including back office systems, third-party partner systems and customer equipment such as a mobile handset or residential gateway
• Empowers help desk agents and customers to quickly turn-on new services and resolve common service issues that occur at key points in the customer lifecycle
• Manages a variety of services, networks and devices, including support for non-standards-based devices, such as BlackBerrys, or advanced devices that run on both cellular and Wi-Fi networks

• Automates complex processes such as configuring devices so that customers don’t have to struggle with technical terms and processes
• Allows providers to offer value-added services to customer’s during the set-up process—the time when they are most likely to purchase
• Results in lower subscriber acquisition costs, increased average revenue per customer, and improved customer satisfaction and retention

• Provides automated self service and support options throughout the customer lifecycle, reducing support costs and improving customer satisfaction
• Allows customers to solve many common problems without help desk
• Intelligent troubleshooting workflows require minimal user input, shielding the customer from technical complexity

• Automatically empowers help desk agents with diagnostic information collected as part of the customer’s troubleshooting to help speed resolution
• Proactively guides help desk agents through complex troubleshooting and repair processes, and recommends specific solutions
• Enables frontline staff to handle a wider variety of technical support issues, speeding time to resolution and reducing the need to escalate many issues

• Supports customer preferences for how they interact with a service provider—via Web site, email, or a call from their mobile device
• Enables providers to deliver the same superior service experience over the customer’s contact channel of choice, while providing agents with the key system and diagnostic information they need to optimize the experience