AN ADVANCED, COMPLETE REMOTE SUPPORT SOLUTION
FOR MANAGING MOBILE DEVICES

The CommuniTake platform is a remote support solution that provides the tools and capabilities needed to easily support mobile devices and gain clear understanding of customers’ digital life style and preferences for experience optimization. A service representative takes complete remote control of the customer device and provides support as if he is holding the device in his hands. Taking control enables the representative to operate a complete replica of the customer’s device as well as any installed application. Through this, the representative diagnoses the problem, guides the customer on how to better use his device, activates automated macros to configure new services and device settings according to customer preferences, amends malfunctioning applications, installs and manages applications, manages device’s files and conducts customer surveys. Furthermore, the representative has crisp visibility of the customer’s implied profile. On-device content data optimizes cross-sell and up-sell offers that generate more revenues to the service provider while enhancing customer’s loyalty.
The platform supports resolution macros activation, with or without a takeover, across multiple customer touch points such as web based self-service portal; on-device self-service; point of service kiosk and IVR. It supports most of the operating systems for mobile devices. Built uniquely for service providers, the CommuniTake platform is aimed at contact centers, related out-sourcing vendors and large enterprises.

POWERFUL INTERACTION CYCLE

The CommuniTake platform supports multi-dimensional customer interactions executing on the capabilities of modern, constraints-free customer relationship management systems.
Service is fulfilled by leveraging an end-to-end advanced interaction cycle:

Understand user experience > Diagnose the device and the implied experience > Perform resolution > Guide the user > Sell more value

The CommuniTake platform fully supports the technologies and practices that service providers need to implement now to survive tomorrow.

COMMUNITAKE APPLICATIONS SUITE

► Contact Center Support: support representative console, including complete device replica and remote support tools
 
► Multi-Channel Support: remote support across multiple customer touch points, with / without device takeover 

► Enterprise Support: support representative console, including enterprise oriented resolutions
 
► PC Support: remote support for PCs
 
► SDK: SDK for self-development of augmenting solutions
 
► Administrator Center: central management of users, devices, scripts sessions replays, system performance and metrics analytics