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Sicap guides call centre agents through the smartphone support jungle


BERN, Switzerland, May 10, 2010 (BUSINESS WIRE) -- Sicap's unique combination of Device Management (DM) tools enables a 40 % reduction in call time for 1st level, and an 80% reduction for 2nd level handling of smartphone issues by call centre agents. Sicap can therefore enable operators to significantly reduce OPEX and gain in efficiency. The savings realised by Sicap DM operator customers are calculated from documented call centre comparisons.

Failure to locate and use applications on the device, incompatibility of versions, and configuration of services are routinely quoted by smartphone users as reasons for calling for help. "The smartphone apps jungle is now too dense to walk through un-aided" said Mr Stephane Jayet, Head of Marketing at Sicap.

Indeed, in 2009, seven billion applications were downloaded, a growing majority of them off-deck from commercial websites.

Sicap is the only DM player to offer side by side viewing of information and tools for direct OTA intervention on customer smartphones. Sicap on-line Device Configuration Help files and remote control facilities are just two elements in a much bigger Device Management picture, but their complementary usage reduces the time spent on first level operations and often eliminates the need for escalation to second level support.

As part of the Sicap offer, call centre agents dispose of the Device Configuration Help-files for quick diagnosis, mapping and knowledge of capabilities on each brand and model of smartphone. They can browse the specificities of each smartphone's wifi, bluetooth, memory, camera settings etc.

on a navigation screen, and then simply click on a function to activate the corresponding function on the customer device.

In parallel, agents dispose of Sicap's remote control DM tool. They can, with permission from the customer, take command of the smartphone, locate the faulty or wrongly configured application, and carry out remedial action during the call session. The customer, witness to the manipulations on his screen, gains know-how and therefore autonomy in managing his phone. .

"Despite the scramble for apps and the multiplication of on-line offers, we generally find that only 25% of a smartphone's application potential is actively exploited by the end user", added Mr Jayet. "Mobile customers are clearly struggling with configuration and usage issues, and that ultimately impacts both the OPEX and bottom line profits of operators".

Sicap has a long-term commitment to providing operators the most extensive and forward-looking solutions possible, including workaround solutions for configuration of locked OS. To that end, Sicap has a dedicated in-house team of configuration specialists.

Sicap Device Management Center is now used for over-the-air configuration and troubleshooting of devices in fifty mobile networks Worldwide.

About Sicap Sicap is one of the world's leading providers of customised mobile software solutions in the areas of communications and charging. Every day Sicap's technology empowers mobile operators to deliver a superior end-user experience, while maximising new revenue streams and reducing operating costs.

Sicap develops and implements solutions comprising convergent charging and rating, mobile payment, network services and messaging. These solutions cover mobile, fixed and IMS network environments and are used by more than 85 operators, serving more than 570 million end-users world-wide. For more information, visit SOURCE: Sicap CONTACT: Kate Stoney Copyright Business Wire 2010 -0- KEYWORD: France



Africa INDUSTRY KEYWORD: Technology




Mobile/Wireless SUBJECT CODE: Product/Service