The wireless market has been flooded with new-generation smartphones. Mobile support operation is now required to handle numerous devices, different operating platforms, multiple networks, varied firmware and a multitude of features. The support challenge becomes increasingly complicated without the rewards of new services.

You may be missing the necessary competencies to be able to deal with device issues. This results in situations of increased call volumes, lower first call resolution ratio, longer average handling times and higher support costs. The overreliance on technical support teams creates frustrated users who are unable to use their device and service providers that lose out on potential revenues from applications and services.

Device holders need new support. CommuniTake empowers you to provide that support.

CommuniTake Total Care provides multiple tool-sets through which you can face the support challenge. The essence of the approach is to shift as many queries to self-service channels as possible. The new paradigm allows device holders several ways to resolve problems by themselves: (1) On-device application for self-diagnosis and repair; (2) Remote activation of resolution links embedded in a self-service portal; (3) central device diagnostics database generating readiness for proactive care; (4) dropped call events monitoring and geo-mapping for enhancing mobile experience Big Data; (5) self-care between community members leveraging remote takeover; (6) complete remote mobile takeover for support advisors in the engagement center.