innoPath Software has announced version 2.1 of its activeCare2 over-the-air device updating and diagnostics tool. Service providers can access the SaaS-based solution during customer care calls, and the solution can reduce call transfers, improve first call resolution (FCR), positively impacts net promoter score (NPS), and reduces device returns, says innPath Software.
"By the end of 2011, several breathtaking mobile milestones had been reached," says John Fazio, president and CEO of innoPath. "Smartphone shipments surpassed client PC shipments: worldwide one out of every three new mobile phones is now a smartphone, and in the US the number is six out of every 10. These trends will accelerate in 2012, and service providers will continue to struggle to meet customer care demands if they rely exclusively upon traditional tools."
innoPath is showcasing its activeCare2 offering at the Mobile World Congress in Barcelona until March 1, 2012 (Booth 8C67, Hall 8). For more information, visit www.innopath.com.