Carrier iQ Releases New Tools for Call Center Network Diagnostics

Carrier iQ, a developer of mobile intelligence software, recently announced the latest updates to its iQ Care platform which, with its subset of programs, can help call centers decrease costs and improve customer service with analytics, diagnostics, and proactive problem resolution.

iQ Care Call Center is what drives call center analytics, iQ Care Mobile allows businesses to provide customers with self-support services for their mobile devices, and iQ Care Proactive seeks to diagnose issues that customers have before those issues result in customers reaching out to call center support. Together, they can generate a unique mobile user experience score (MUES) for each customer to provide agents with a quick look into how each customer is experiencing his or her mobile service.

All in all, the tools can make it easier for customers to handle problems quickly themselves without needing to wait in line for the next available representative. The updates to the iQ Care line should also provide businesses with the information they need to become aware of technical network issues so, when customers call about a related issue, agents can prepare for the situation beforehand.

Specifically, iQ Care Call Center uses machine learning in tandem with analytics and data mining to determine what is happening inside a business's network. It can inform call center managers and agents about the issues it finds to keep them informed about issues that customers may have. As a result, any customer service calls should proceed more quickly and with less confusion on the part of either party.

Using the same information gathered from the analytics and data mining mentioned above, iQ Care Mobile is able to provide solutions to the problems it finds and relay that information through mobile channels. In self-service portals, mobile users can find personalized recommendations about how to solve technical issues they may be witnessing on their own devices.

Lastly, iQ Care Proactive can take device diagnostics to another level by examining issues that customers may not discuss with call center agents. If a customer's mobile device is malfunctioning, for instance, there is no guarantee that he or she will call customer service to report the issue. This Carrier iQ service can determine what is taking place on the network without that customer's input, and in the event he or she does call about the issue, agents can be ready with insight about the problem.

These updates should make it easier, overall, for brands to get an in-depth look at their mobile networks and how issues are affecting customers. Call resolution time, as a result, should decrease as the intelligence of call center agents increases – propelled by the data each Carrier iQ tool generates. Carrier iQ is currently displaying its new technologies at the Mobile World Congress (News - Alert) and showcasing the potential of its MUES.