The CommuniTake multi-channel support suite helps communication service providers to unlock support challenges with tangible results

The CommuniTake Total Care suite addresses and resolves key pain points for operators and eases the support liability posed by new mobility realities. It further extends the resolution ratio of preventive, proactive, self-service care channels and increases the efficiencies of assisted support by the community and by the engagement center. CommuniTake’s recent wins with several Asia-Pacific and Latin America tier 1 communication service providers are a clear confirmation of its long established Total Care strategy. These recent deployments achieve clear tangible improvements in support metrics, for example: 13% less inbound support calls; 38% cost savings in repeat calls; 64% handling time decrease in hardware configuration calls; and 21% drop in software related support incidents.

With newly added capabilities, the CommuniTake Total Care suite now delivers more tools and benefits to operators and end users:

• Two phased remote mobile support solution starting with remote access to integrated diagnostics plus resolution scripts activation followed by a seamless shift to complete remote takeover.
• Extended capabilities of the on-device diagnostics application both for iOS and Android, including new hardware and software tests; navigation shortcuts; directives on how to resolve a problem; and integration to call center systems.
• Innovative means for easy collaborative mobile support between community members leveraging remote access technology.
• Enhanced mobile device behavior analytics for gaining insights on actual user experience towards proactive care.

“We are excited to leverage our expertise and experience in the complex support-intensive mobile world. With enhanced capabilities, operators will drive more self-reliance problem solving, and will achieve increased efficiency in assisted support, driving customer satisfaction and building customer loyalty,” said Ronen Sasson, CommuniTake CEO. “In order to excel as a winning brand, an operator must orchestrate an integrated multi-channel support approach. Remote device takeover and self-service capabilities are among the crucial dimensions in the modern support practices that an operator should perform.”