Role of Visual Guides for Routers, IPTVs & IoT Hardware

Providing great products or services is no longer enough for a telecom operator to earn customer loyalty. Most of the companies fail to attain customer retention as they become unsuccessful in providing solutions to customer queries. Therefore, to differentiate themselves from their competitors, telecom operators need to provide visual guides to increase customer experience.

Visual step by step guides provide resolutions for various devices such as IPTVs, routers, IoT devices, smartphones, etc.  With guidance for a variety of devices, these visual guides ensure that agents have answers to everything a customer asks.

How visual guides help customers solve device issues

Step by Step Tutorials

Visual guides help telecom operators to offer intuitive and engaging visual guidance in the form of step by step tutorials. This helps customers to set up and troubleshoot device issues themselves, thus increasing user experience.  For instance: if a customer is unable to set up a router, then these step by step visual instructions will help the user in self installing the router.

These step by step visual guides allow for faster and efficient resolutions and help telecommunication companies to enhance customer satisfaction.

Troubleshoot Device Issues

Visual step by step guides support resolutions for numerous devices including IoT devices, routers, IPTVs, smartphones and more. These guides can be published across your contact centers, website, self care app to help both customers as well as agents in any scenario related to installation or troubleshooting, thus, making sure that the users unleash full potential of devices, leading to higher ARPUs.

Visual guides help support agents in troubleshooting complex customer interactions and enable them to offer faster resolutions to customer queries.

Broadband Support

With superfast network comes a complex on boarding process. Other common problems faced while using broadband include data plan related concerns, connectivity amongst devices, internet speed and more. All of these issues can be easily solved using step by step visual guides. Right from setting up the device to troubleshooting any device issues, visual guides help customers resolve device problems, thus offering superior experience to customers.

Also, support agents can remotely diagnose issues related to network, hardware or connectivity and resolve issues on the go.

IoT Support

The 5G network is expected to unleash a massive IoT opportunity, greatly benefiting telecommunication companies, enterprises and customers. However, setting up IoT devices can be difficult for customers. This is where device management solution plays a significant role.

Not just for smartphones or routers, device management platform also provides operators a visual guided solution for IoT devices. Ready guides with step by step instructions can be published across your website, self care app and contact centers. This helps users to solve device issues quickly and increase customer experience. Also, self diagnostics keep a check on device and connectivity health at all times in a proactive manner.

How visual guides benefit telecom operators?

Improve FCR (First Call Resolution)

In case of any device issues, customers reach out to telecom operators. This results in lengthy support calls and costs. However, with step by step visual guides, support agents can provide instant resolutions to problems faced by customers. This helps to increase first call resolution rate and increase customer experience.

Visual guides help to simplify set up, installation, and troubleshooting of devices, thus improving first call resolution rate and minimizing call volume.

Increase Agent Productivity

Providing visual customer assistance, device and support guides bridge the gap between contact center agents as well as customers. Support agents can visually guide customers and resolve queries. This helps to enhance agent efficiency while reducing average handle time of support tickets.

With all round support and guidance for multiple devices including smartphones, IPTVs, IoT devices and more, these visual step by step guides ensure that agents have answers to every possible query a customer asks.

Enhance Customer Experience

For providing exceptional experience to customers, telecom operators need to ensure easy accessibility of right content and information to offer faster resolutions to customer queries. And, visual guides help to solve issues faced by customers through interactive pictures, thus increasing user experience.

Visual step by step guides help to keep customers engaged by using interactive pictures to guide customers for device set up, installation, configuration and troubleshooting. These guides offer a superior experience to customers with each step being navigated towards meaningful answers.

Future of Visual Guides

Visual engagement has a come a long way now and telecom operators have moved from text to images and images to video. The support agents can now provide live assistance to customers over a video call. A video conference helps agents to get visibility of devices and accordingly being able to help customers navigate through next best step to resolve device issues.

Agents can also show visual poach marks to customers which can be viewed on their mobile screen while pointing towards an IoT device, router or an IPTV device with highlights and text messages about next steps to be undertaken. This helps in faster resolution of issues, increases customer experience and reduces field visits.


In order to stand out of the competition, it has become significant for telecommunication companies to provide faster resolutions to customer queries and increase user experience. The visual step by step guides support resolutions for various devices, thus, ensuring that the agents can respond to any question that the customer asks.

Devicemax has one of the largest repositories in the world of 18,000+ devices which includes routers, IoT devices, smartphones, IPTVs, etc and covers over 40+ scenarios related to installation and troubleshooting. Also, updations in repository are done on a regular basis.

How MDM Helps In Device Location Tracking?

Businesses such as logistics companies, retail stores, construction companies, and more have a large chunk of employees working from remote places according to business requirements. Thus, to make sure that all the field agents complete their daily tasks efficiently and accurately, companies need to provide them smart devices such as smartphones, tablets, mPOS, rugged devices.

While these devices increase convenience and empower employees to enhance productivity, they also pose a security threat to the confidential enterprise information contained in these devices. Therefore, organizations need to keep constant track of these devices to ensure they are only used for business purposes. This is where a mobile device management solution plays a crucial role. Location tracking feature provided by MDM software enables businesses to track real time device location and keep a constant check on enrolled devices. It gives enterprises complete control over mobile assets and enables them to take security actions in case of a data breach.

Some key takeaways of location tracking feature


Geofencing takes location tracking feature to the next level. It allows to define a virtual perimeter around a physical geographical location and limits device usage if an employee moves out of the defined fence. Geofence can be set up for each individual registered device and helps organizations to monitor user’s presence on the work site.

Geofencing assists in keeping a constant track of enrolled devices to ensure that employees do not visit restricted areas. It allows admin to ensure that the device is used only for work purposes.

Find Your Device Using Real Time Device Tracking

Enrolled devices carry a huge amount of corporate data which is worth millions. Thus, tracking real time device location helps organizations to keep a constant check on IT assets, delivery items, enterprise machineries, etc. Logistics companies can use location tracking functionality to monitor routes followed by dispatch teams, time taken for each delivery, kilometers travelled and other related data.

Apart from location, MDM software also enables admin to track real time device status such as battery and connectivity status, APN, app updates, data limit and more.

Unified Map View

Along with real time location, admin can view all the active devices over a map and retrieve GPS coordinates, connected date/time and accuracy. All the managed devices can be tracked from a unified dashboard. In case, a field agent gets deviated from the assigned path, the admin can get instantly notified. This helps organizations to increase transparency and optimize operational processes.

Location History Reports

The admin can retrieve location history report of all the managed devices to get details of all the locations traversed by a user over a period of time. It offers insights to enterprises about employees who reach late on their job site or unnecessarily wasting time on their way.

The reports also help organizations to calculate location distance covered in a day by field agents and provides them flexibility to manage travel expenses.

Real Time Alerts

Based on applied settings, location tracking feature along with geofencing can send real time alerts to the admin when an employee enters or exits a location. The admin can get real time alerts in case of unauthorized access of devices, geofence breach, rooting or jail breaking attempts, data consumption level and more.

How does location tracking feature of MDM help enterprises?

Process and Reimbursement Efficiency

The devices enabled with location tracking feature provide details of exact distance travelled by field agents in a day. It shows all the locations visited by employees and the correct fuel charges for organizations to reimburse. Consequently, the employees will not be able to falsify any information regarding their visits.

Also, mobile device management solution provides enterprises all the notifications regarding geofence breach, unauthorized access of devices in the form of reports.

Corporate Data Security

Finding real time location of devices helps enterprises to monitor the actual position of endpoints and see if they are used for work purposes only. The admin can identify any suspicious activity and make informed decisions to secure data. It enables to track location of stolen, misplaced or unattended devices and lock/wipe them remotely to prevent confidential data from falling into wrong hands. Using location tracking feature, admin can tighten security by disabling specific apps in sensitive locations.

Improve Reporting

Maintaining manual reports do not only result in productivity leakages but also causes employees to commit unethical practices. By helping to collect all the exact details of areas visited by frontline workers, location tracking feature eliminates the need to keep manual reports and optimizes the reporting process. The admin can get instantly notified in case any field agent makes any unplanned visits during office timings.

Increase Workforce Productivity

Tracking real time location of your field agents at all times and keeping a constant check on them helps to increase workforce productivity. It empowers employees to use right login as well as log out time and complete their daily tasks on time. Moreover, setting up geofence helps in enhanced device tracking and streamlines field operations.

Asset Management

Location tracking feature enables businesses to track their assets and monitor the frequency of a specific asset to find if it is at the right location. Alerts can be sent to the admin instantly if an asset moves out of the defined boundary. Thus, enterprises can secure data by immediately locking down the device to prevent misuse.

Compliance Management

The admin can schedule compliance checks to know if all the managed devices comply with company security policies. In case of any security breach, a device can be locked or wiped remotely to protect confidential data from falling into wrong hands.

Enterprises can get access to historic logs related to SOP adherence, routes followed by field force agents, and time taken for delivery.

Final Thoughts

To sum it up, location tracking feature can help organizations in better remote workforce management. It adds an additional security layer to enrolled devices and offers complete control over mobile assets.

How Telco Operators Can Provide Remote Assistance In Telecom?

Digitization is compelling telecom operators to change their business models and adapt to the new market reality. Due to the rapid changes brought in by latest technological developments, customers’ requirements have increased. Customers today want instant support services. Therefore, to become successful in this highly competitive world, telecommunication companies need to provide a superior experience to customers. This is where device management platform plays a significant role in providing remote assistance to customers.

Leveraging device management solution helps telecom operators to provide remote assistance to customers. It enables companies to resolve issues faced by users instantly and increase customer satisfaction.

4 ways how telecom operators can provide remote assistance to customers?

Visual Engagement

Although text messages and phone calls are great starting points for humanized customer experience, visual engagement tool takes the customer interaction to a whole new level by resolving query effectively and efficiently. Agents can now provide live assistance to customers over a video call. This helps agents to get visibility of devices and accordingly being able to help customers navigate through the next best step for resolving the issue.

Remote Assistance With Augmented Reality

The introduction of Augmented Reality (AR) has brought a visual element to the table which is the key to successful contactless interactions with customers. When a customer needs assistance, then a support agent can instruct the user from a remote location using AR technology for visual guidance.

On Screen Annotations

On screen annotations help in providing better solutions to customers through screen mark ups, additional texts as well as diagrams. During the live video call, customers can point their smartphone towards an IPTV device, a router or other connected device. This helps agent to get real time visibility of the device and show the customer what to do and how to do it using on screen annotations.

Drawings in real time on the equipment can guide customers precisely through a task. AR annotations allow support agents as well as customers to add extra virtual information to the live camera stream.


Co-browsing enables two way browser based interaction, with no downloads required for customers. The support agents can point, click and annotate their customer’ screen with their permission. The co-browsing solution helps to resolve issues faster, thus, increasing user experience.

The tool enables support agents to connect with a customer’s browser or app remotely. Using co-browsing solution, agents can easily identify customer issues and personally guide them in the right direction.

What are the benefits of remote support for telecom operators?

Improve First Call Resolution

Remote assistance enables customers to have access to rapid assistance from any geographical location with an active internet connection. Through a live video call, customers can show the device to an expert using their mobile camera and get assistance in no time.

The visual engagement tool helps to eliminate a long list of diagnostic questions asked by agents to customers over the call. It helps in faster resolution of issues and increases customer satisfaction rate.

Increase Customer Satisfaction

A high FCR is associated with high levels of customer satisfaction. And, the customer is only satisfied if the issue faced by the user can be solved immediately.

Thus, remote assistance allows the customer to show the problem to the agent visually. This helps the agent to suggest right troubleshooting steps to customer to solve the issue and increase customer satisfaction. By obtaining faster, more accurate and efficient resolutions, customers can achieve greater satisfaction.

Reduce Time To Resolve

These remote assistance tools help to resolve issues quickly, leading to a reduction in call duration and frequency. When the support agent is able to visually identify the issue, it improves the speed of resolution. Moreover, it can be more effective as well as interactive by combining with voice, video and live chat.

The tools allow for faster resolution delivery by seeing and knowing the problem. The time saved can be used by agents for other important tasks. This also helps to increase operational efficiency.

Reduce Operational Costs

The real time remote assistance empowers telecom operators to communicate and directly engage with customers for resolving device issues without investing any time to travel and provide support on site.

Moreover, high FCR helps to reduce call volume and brings down overall costs for the operator.

Helping On-field Technicians

Fixing industrial and heavy grade communication equipment is not always easy. Even a small mistake can cost companies a lot. However, with the help of remote assistance tools, on field technicians can get help from expert specialists to fix industrial and heavy grade communication equipment.

Experts can easily guide on field technicians through setup procedures and perform inspections remotely. This does not only allow telecom companies save significant travel costs but also helps to get more operations up and running even quicker and without any travel delays.

How Devicemax Contactless Support Works?

Imagine a customer has bought a new router and is unable to set it up. Then, the agent sends a link to the customer to set up a live video stream. It connects the customer with a support agent who asks for a consent based access of user’s mobile camera. Once the customer grants the camera access, the agent can view the device in real time.

The customer can point the smartphone towards the device. This enables support agent to see the device in real time and accordingly being able to help customer navigate through next best step for resolving the issue. The agent can also use annotations to guide user through complex tasks. It enables support agent to pinpoint and draw on the customer’s screen during live session.


By providing remote assistance to customers, telecom operators can increase user experience. It helps operators to get an edge over competitors with enhanced customer satisfaction that can boost revenue.


How Device Management Helps In 5g Deployements?

Mobile communication systems have continuously evolved through wireless technology innovation into 2G, 3G and then 4G to keep pace with ever increasing voice and data traffic. The primary goal of these networks was to enrich people’s life through communication. However, when it comes to 5G, it is not only about having a faster mobile network. The 5G technology can be seen as a catalyst for minimizing the boundary between the digital as well as physical world.

The 5th generation of wireless networks is the most dynamic and flexible generation of mobile connectivity. The low latency and ultra reliability of 5G network will allow enhanced factory automation, self driving cars, smart energy grids, and other demanding applications to become a reality.

Why 5G is important?

Extending the reach of mobile broadband

Thanks to its speed and bandwidth, 5G can power technology well beyond what current mobile networks allow. The technology promises to make significant improvements in augmented reality as well as virtual reality, thus, creating opportunities to connect people far beyond what current networks permit.

Telecommunication companies can expand their market to remote areas which were previously unreachable. This helps to increase connectivity levels in those locations that currently rely on wireline communications.

Faster internet speed

Although 4G network is used throughout the world, it will neither be able to match the speed of 5G network nor can it manage huge number of devices on the network.

On the other hand, 5G has surpassed the current mobile networks in speed and works even faster than the wired broadband connection at home. Data transmission speeds for 5G technology are estimated to reach a potential maximum of 20 Gigabits per second. Due to the speed and capacity that 5G offers, it has the potential to be an indispensable technology.

Unleashing a massive IoT (Internet of Things) ecosystem

5G for customers means not only faster internet speeds, but mainly internet connectivity in many more objects than what you see today. Connected appliances can help automate tasks around the house which helps to improve personal convenience. The 5th generation of wireless networks is expected to unleash a massive IoT opportunity, greatly benefiting telecom operators, enterprises and customers.

How device management plays a significant role for successful 5G deployments?

Network operators have a big opportunity to benefit from the 5th generation of wireless networks. New use cases for cellular connectivity will provide additional revenue streams for telecom companies. Operators today have move beyond cellular and providing services such as fixed line, broadband, IPTV and more. However, to provide high quality experience to customers and increase revenue, telcos should enable customers throughout the lifecycle right from set up, installation, on-going updates and troubleshooting. This is where device management solution plays a significant role. The software provides ready guides with step by step instructions which help in faster setups.

5G support

5G technology is set to transform the mobile broadband experience for customers by offering download speeds of over 1Gbps. However, to provide high quality experience to customers and increase revenue, telecommunication companies need to make sure that they are equipped for handling device and network related queries for 5G.

Device management solution helps network operators with 5G ready telecom content. These telecom ready device and support guides can be published across your website, self care app and contact centers to help both agents as well as customers solve queries related to network provisioning, battery life, security and more. This helps in faster resolution of issues and increases customer experience.

IoT support

Both 5G as well as IoT technology are paving way for smart homes. Although, many IoT applications are well supported by existing 4G network, but, 5G technology can further enhance these mobile IoT networks. The reliable, enhanced and high speed mobile broadband experience provided by 5G network will be complemented by IoT devices and applications.

The growth in IoT adoption is driving the total number of connected devices. Although, connected devices make life simpler with the help of automation, however, setting up IoT devices can be difficult for customers. Telecom ready device guides with step by step instructions help customers as well as support agents in any scenario related to installation or troubleshooting. This helps to ensure that customers unleash the full potential of devices leading to higher ARPUs.

Broadband support

Although 5G provides high speed mobile broadband experience, however, there can be certain problems faced by customers while using broadband. These can be connectivity amongst devices, data plan related concerns, internet speed, planned network outages and more.

With the help of device management software, a visual guided solution can be enabled for your customers on self service channels as well as your contact center agents. Right from setting up the device, installation and plugging in the right cable in the right slot, these visual guides for broadband devices help both agents as well as customers to decide the next best action to resolve the issue. This helps to increase customer satisfaction as well as NPS score.

Closing Thoughts:

The 5th generation of wireless networks offer multiple benefits which are not available with other technologies. As the Internet of Things (IoT) evolves, the flexibility of 5G network will become even more significant for enterprises. However, for generating higher ARPU and maintaining NPS scores, telecom companies should enable customers solve device issues. Device management solution helps telecom operators to provide faster resolution of issues to customers and increase CX.

Choosing The Best MDM Platform: Complete Checklist

Mobile devices empower today’s professionals to work remotely and conveniently with nothing but a smartphone or tablet in place. According to Statista, there were over 3.5 billion smartphone users in 2020. That number will most likely rise to 3.8 billion by the end of 2021. As the use of mobile devices rises, the need to manage these devices effectively rise with it.

Companies are always finding ways to optimize employee performance. It’s no secret that mobile devices can be a deterrent to that once untethered. That’s why it’s important to have an MDM solution, a platform to help manage accessibility and utility of mobile devices. What factors must organizations consider when selecting the best MDM solution?

Here are some parameters to consider.

1. Ease of use

Proper system use and its intuitiveness are always intertwined with each other. With any MDM program or software, factors like the interface, the ease of enrolling new devices, or intuitiveness of navigation and design are extremely important. One great feature of mobile device management software that works is its ease of use. This will directly affect how effectively corresponding managers might implement the software.

Nowadays, mobility is also an important factor when considering a software’s ease of use. As people start to work remotely, cloud-based mobile device management tools are best so they can be easily accessed by the right people anytime and anywhere.

2. Security

One of the main reasons why MDM solutions are important for companies is its security implications. There are many security-related factors to consider when choosing a mobile device management software, such as sensitivity of content stored, containment capabilities, and so on. Security management is critical to any MDM solution selection process. When choosing MDM solutions, it’s important to get a product that ensures proper lockdown or usage restrictions upon breach of security protocols.

Quality solutions will have the ability to block malware, malicious bots, and unauthorized logins automatically, since employees might access unsecure websites or apps at any point of time. It’s also essential to get a mobile device management software that allows for a remote wipe in the case of security breaches. When choosing an MDM software, also consider the security and privacy rules and regulations your solution will have to comply with and meet.

3. Devices managed

The categories of mobile devices have branched out into multiple variants quickly over time. There are various types of smartphones, tablets, and wearables today running on different operating systems. Some organizations might have Apple devices. Others might have Android or Windows. And in many cases, some businesses will even have a good mix of all in their company.

Accordingly, businesses should take into high consideration the devices that an MDM software supports. Based on this data, businesses can more accurately find the best MDM solution that will fit their needs and budget. Managing employee productivity with MDM software will effectively take into consideration what devices staff and employees currently use.

4. Support and service management

It’s safe to say that respective MDM management users will understand every single nut and bolt there is to any system. That’s where the need for good support and service management comes in. Understanding mobile device management software capabilities and limitations becomes a whole lot easier with the right guidance in place.

Find the right MDM software with proper customer service and support. Ideally, a provider will also offer onboarding and set up support and provide instructions all throughout the implementation process. Some also have the advantage of having an extensive knowledge base and community support to allow customers to better find contextual solutions to case-based concerns.

5. Content management

At the heart of an organization’s virtual operations is the way they effectively manage their content. Given that 71% of workers spend over two hours a week accessing company information on mobile, decision-makers must take into consideration how people will be able to download, upload, consume, view, and edit content.

A good solution will enable employees to effectively distribute and modify content that the central dashboard sends out to enrolled devices. This factor can be very helpful in various cases, including disseminating company-wide information, announcements, usage reports, or software issues.

Find Solutions That Work For You

Services as software provide a world of possibilities for businesses. They provide many advantages, like these benefits of collaboration software from CompareCamp, for example. As more innovations like mobile device management software, collaboration tools, and productivity apps come out, it’s important to find the best tool that will serve your needs best. When selecting the right tool, research can become your best friend. So take the time to really find the right solutions that work for you. Take the time to study all variables and make a decision based on all parameters and considerations. By doing so, you’ll find a resource that will significantly improve the way your company operates.

How Telecom Operators Can Improve First Call Resolution Rate?

The biggest goal of every telecom operator is to increase customer retention and gain competitive advantage. But how to do this?

Customers ask questions of all kinds. They could be looking for: information, advice, help, guidance or more..
Thus, equipping your agents with the right support tools and devices is important. Doing so will improve first call resolution rate and overall customer satisfaction.

First Call Resolution (FCR) is a significant metric to monitor customer service. It basically means resolving a customer issue in a single interaction, thus, eliminating the need for them to contact you again regarding the same issue. FCR measures your ability to resolve customer calls, emails and other support requests across different channels in the first interaction.

For improving FCR, operators need to track it effectively and put an improvement plan in place.

Let’s take a look at the following tools that can help telecom operators to improve FCR

Device and Support Guides

Devices can be complex to use, thus, in the absence of prompt assistance, customers reach out to their network operators, which results in lengthy support calls and costs. However, with telecom ready device and support guides, operators can provide instant resolutions to customer queries and increase user experience.

These guides can be published across your website, contact centers, self care app to help both customers as well as agents in any scenario related to installation or troubleshooting. The tool helps customers with detailed specifications and guided steps regarding device issues such as battery optimization, internet setup, mailbox configuration and more. It offers faster resolutions to customer queries and improves FCR.

Visual Engagement

Technology plays a vital role in providing superior experience to customers. Therefore, telecom operators are now leveraging visual engagement technology to offer better experience to customers. It empowers agents to provide live assistance to customers over a video call. This helps agents in getting visibility of devices and accordingly being able to assist customers navigate through the next best step for resolving the issue.

Visually engaging customers and assisting them to resolve the issue, increases user experience. The tool eliminates a long list of diagnostic questions asked by agents over the call. This helps in faster resolution, thus improving FCR and reducing field visits as well as support costs.


Co-browsing is one of the most significant tools to offer superior service to customers. The tool empowers support agents to view the screen of customers in real time and guide them through complex processes. With the help of co-browsing, support agents can provide faster resolutions by reducing the number of touchpoints made by customers.

The solution also provides a set of highlighter tools that allows agents to assist customers in a streamlined way. Moreover, it is secured as it does not allow agents to see any other data on customer’s desktop.

With shared viewing, it becomes easy for agents to detect the problem and provide an effective solution to customer in the first contact itself. This improves FCR and increases customer satisfaction.

Increase Self Service Options

Self service tools have become significant for telecom operators to offer high quality service to customers and improve first call resolution. It provides customers the tools to resolve their own issues and saves significant time for support agents to handle more complex inquiries. Increasing self service options decreases call wait times and saves a huge amount of money of telecom operators that would otherwise be spent hiring additional call center agents.

Benefits of Improved First Call Resolution –

Reduce Operational Costs

As per a report by SQM Group, for every 1% improvement in First Call Resolution (FCR), a call center reduces its operating costs by 1%.

When you deliver faster resolutions to customers, it reduces the call volume as well as operational costs. With contactless support service tools including visual engagement, co-browsing, and more, agents can provide remote visual support to customers to resolve issues. This enhances user experience, reduces field visits as well as support costs.

Increase Customer Satisfaction

Customers tend to be impatient when they want a resolution to their problem. They want an answer right then and there. Thus, when your agent solves a customer issue in the first interaction, without your customer having to follow up or contact you again, it makes the customer happy and improves customer satisfaction rate.

A high FCR is associated with high levels of customer satisfaction. Therefore, when customers are satisfied with their experience of engaging with you, they are more likely to return for repeat business. This is the reason why positive interactions with customers are vital for all the telecom operators.

Enhance Agent Productivity

When your agents solve customer issues in the first interaction, then they have to deal with fewer repeat requests. This allows agents to focus on more complex issues and increases agent productivity. Improved FCR also results in improved agent performance. Empowering employees to resolve customer issues in the first contact itself results in increased efficiency as well as profitability.

Customers are not the only ones who benefit from a higher FCR, your agents do, too. When there is an improvement in first call resolution, it also increases employee satisfaction rate. Therefore, by keeping both your customers as well as employees happy, you increase the likelihood of long term customer and employee retention.

Closing Thoughts

Monitoring and improving first call resolution (FCR) is an important step in the process of providing high quality service to customers and increasing CSAT. Customers, now, expect fast and easy service experiences. Therefore, resolving customer queries efficiently in the first interaction results in an improved FCR rate and increases customer retention.

What Is Unified Endpoint Management?

With the ever increasing number of endpoints such as smartphones, rugged devices, mPOS devices, laptops, tablets and more, security has become even more hard to achieve for enterprises. Managing the assets has become a challenging task. Therefore, the best way to ensure that all the corporate assets are managed and secured properly in a workplace is to leverage a Unified Endpoint Management (UEM) solution.

A unified endpoint management software is an umbrella approach to securely manage and monitor all the endpoints in an enterprise from a single console. It offers seamless remote access for the mobile workforce and helps to increase data security, business efficiency and employee productivity.

Let’s have a look at the features offered by Unified Endpoint Management?

Ease of Onboarding

A unified endpoint management solution streamlines the enrolment process and helps enterprises to connect, authenticate and add devices through an over the air deployment process. With the help of UEM software, admin can enrol multiple devices at once through an automated process. This assists organizations to save time in getting new members on board.

The admin can load corporate apps, policies and configurations to the deployed devices to increase security. Different profiles for corporate as well as BYOD devices can be created and installed on devices at the time of enrolment.

Securely Manage all the Endpoints

Unified endpoint management solution helps to securely manage and monitor all the devices from a single console. It helps to simplify device management and allows admin to silently push corporate applications, files, policies, software configurations, etc. This increases workforce productivity and security of data.

It helps in centralized device monitoring and enables to track real time location of all the managed devices on a map. Thus, the organizations can check where their employees are. Also, the admin can set up a geofence to prevent device misuse which will enable a pop up, if a field agent moves out of the defined boundary.

BYOD Management

With the help of endpoint management system, enterprises can also manage BYOD devices. It helps to manage, monitor and secure corporate assets such as files, apps, etc on employee owned devices without intruding personal space of employees. The solution helps to create a work profile on BYOD devices to keep corporate data separate from personal data.

The admin can encrypt, wipe, lock only the work related content on BYO devices. It disables file sharing access to prevent employees from sharing enterprise data with others.

Single Pane Management

Unified endpoint management provides a single platform to manage multiple endpoints such as computers, tablets, mobile devices, mPOS devices, laptops and more. This central platform helps IT team to securely control all the endpoints easily and efficiently.

The single console of UEM solution offers a real time view of entire device inventory and ensures security policy implementation on all the devices. It helps to streamline and automate all the business processes including device enrolment, configuration, application management, controlling and securing all the endpoints, etc.

Application and Content Management

Unified endpoint management software helps enterprises to provision endpoints with corporate applications. The admin can install, uninstall applications or push app updates remotely on devices. Also, it enables to push business documents, media files, presentations, emails and more to managed devices remotely. This helps employees to access business critical data and increases workforce productivity.

How Unified Endpoint Management benefits enterprises?

Improve IT Security Administration

Securing an enterprise is a difficult task which requires time and huge capital investments. However, unified endpoint management system provides comprehensive security controls which helps to protect confidential enterprise data present in the devices. In case a device gets misplaced or lost, the admin can remotely lock or wipe a device remotely to prevent corporate data from falling into wrong hands.

The software helps to encrypt corporate data and disables USB, file sharing access, screenshot functionality and more. This prevents employees from sharing business information with others.

Maximize Device Efficiency

The software helps to report device activities such as data and battery usage, signal strength, app updates, and more. In case of any technical glitches, errors or faults, the IT team can provide remote support to the users.

The admin can view device screen, take screenshots, push or delete content and provide remote assistance to employees in need of technical support. This helps to maximize device efficiency and increase workforce productivity.

Increase User Productivity

With the help of UEM solution, IT team can track real time location of employees and monitor routes followed by them. Geofences can be set up to restrict device usage outside certain areas. The admin can get instantly notified in case of any security breach. It allows to increase security of corporate data and enhance workforce productivity.

The field agents can work without any worries, knowing that the IT team can remotely troubleshoot the devices in case of any technical faults.

Compliance Management

Endpoint management system enables to configure as well as deploy security controls on endpoints and helps to track and manage them. The admin can gain a bird eye view of the entire device inventory and identify any security violations.

It empowers to conduct security audits on all the managed devices to detect compliance violations and make informed decisions to secure corporate data.

Make Better Business Decisions

The software helps enterprises gain real time visibility of complete device ecosystem and provides an inventory snapshot of managed, unmanaged, enrolled and unused devices. This helps businesses to make better business decisions and decide if they should invest in more hardware or software, renew applications, etc.

Final Thoughts:

UEM offers a secure, efficient and comprehensive endpoint management from a single console. It does not only helps your employees get seamless access to corporate assets but also assists in ensuring device compliance with business security policies. It empowers corporates to fuel a flexible, productive and secure workplace.

9 Reasons Why Cloud Based MDM Is The Right Solution For Your Business

In just a few years, the way mobile devices are used in a workplace has changed dramatically. The risks involved with the use of smartphones and implementing BYOD (Bring Your Own Device) policy at corporates has given rise to mobile device management solution. The software allows organizations to manage, monitor and secure all the enrolled devices used in the workplace. However, with time, the field of mobile device management has continued to evolve. Using on premise solution has become a traditional approach. Today, organizations prefer to use cloud based MDM as it offers more secure and flexible services.

Choosing between the two can be difficult, however, if you want a scalable, secure, cost saving solution and need to carry out implementations across geographies, then, the cloud based MDM is the perfect option to choose for.

Here’s how cloud based MDM can be more beneficial for your organization

Quick Deployment

Cloud based solution can be quickly deployed as there is no need for on site installation of software and hardware. In just a matter of hours enterprises can configure their corporate app store, define security policies and enroll corporate as well as employee owned devices with MDM server. It requires less involvement of IT professionals, thus, reducing operational costs for the organization.

A cloud based solution is completely hosted by the vendor and does not require any server side implementation. On the other hand, on premise deployments need a longer time frame for implementation, updation and customization. The implementation takes longer as IT professionals have to set up ports, complete manual configuration of mail server settings, etc.

Remote Access

In case of cloud based software, admin does not need to sign in from particular devices from specific networks in order to manage devices. The admin can do it from anywhere which makes it easier for them to securely control enrolled devices. This enhances efficiency and empowers them to make informed decisions to protect confidential data in case of a security breach.

Also, access to new features and functionalities are available to enterprises immediately on cloud as compared to on premise which needs to be upgraded.

Secure Backup

Deploying cloud solutions, businesses no need to worry about their data getting destroyed due to inevitable situations such as technical glitches, natural disasters or accidents. Cloud based software can securely back up enterprise data to a remote location. Companies can back up their data regularly to prevent data loss. The solution provides complete back up and flexible recovery.

Cost Saving

A cloud based MDM software generally requires a monthly or an annual subscription plan which is based on the usage of cloud services. Moreover, it has relatively lower set up and maintenance costs. Organizations do not need to update any server or software as it will be a responsibility of the vendor.

On premise solutions require large capital investments as enterprises have to deal with on site installation of hardware and software. Businesses need to deal with costs involved for set up, installation, updation, maintenance, repair, etc.

Increased Flexibility

In case of cloud based solution, enterprises will only need to invest as per their usage. This means that organizations can choose anytime to increase or decrease their resources. They only need to pay for services they are currently using without worrying about extending the underlying systems. Furthermore, cloud services can be easily implemented and help to save time and reduce costs.

However, in case of an on premise solution, businesses need to make sure that the hardware that they are investing in can be used for a long term. This requires huge costs.


With cloud based MDM solution, there is no need for enterprises to upgrade their software or server. The software will be automatically updated when the vendor updates it from their end without any intervention from the user. The cloud based MDM provides better integrations. The solution provider is solely responsible for security patches and software updates.

Updating an on premise solution can be time consuming. Moreover, the enterprise needs to bear all the costs involved in set up, maintenance, updation, repair, etc.

Real Time Support

When it comes to a cloud based mobile device management solution, a support team is always available to provide frontline workers real time support in case of any issues such as technical glitches, maintenance, updates and more. This helps to minimize device downtime and increases productivity of field force agents.

In case of on premise services, organizations must have internal resources to troubleshoot, update, back up or repair devices to increase device performance and enhance efficiency.


A cloud based solution just requires an active internet connection to work. Thus, it empowers employees to work from remote locations and enhances workforce productivity. On the other hand, on premise services do not rely on internet connection and are only helpful for enterprises where a large number of employees access the same set of data.

Data Security

The security of data is a primary concern of every organization. More so, because it contains important information such as customer data, employee information, inventory, bank account information and more.

In case of cloud based solutions, the responsibility of securing confidential enterprise data lies in the hands of vendor. The data is securely stored in an encrypted form within the cloud servers. Also, the vendor follows strict security protocols to protect confidential business data.

On the other side, for on premise solution, the responsibility of security data is completely on the organization. This is a significant aspect for those companies who do not want to take their confidential data out of their organization. However, controlling and securing all endpoints internally can be a daunting task.

Summing it up

Deciding what to choose from between cloud based or on premise solution is an important decision for enterprises. More so, because it will impact how your business operates. And, from the details given above, it is clear that cloud based mobile device management solution is the perfect option available for organizations. The level of security, flexibility, scalability and cost savings provided by cloud based services prove to be more beneficial for companies. It empowers businesses to focus on their core operations and increase workforce productivity as well as overall performance of the organization.

MDM vs EMM: How To Differentitate?

Managing and securing corporate devices across organizational operations is more integral for business success than ever before. As the volume of confidential information transferred across endpoints for high level business operations is growing, the need to proactively manage corporate devices is also increasing. Therefore, leveraging a mobility management solution is crucial to monitor and secure all enrolled devices and prevent data leakage.

However, as the mobility management landscape is in constant flux, selecting an appropriate solution for your enterprise is becoming challenging. Various mobile security products such as MDM (Mobile Device Management) and EMM (Enterprise Mobility Management) have surfaced to address concerns regarding enterprise security and device management. Thus, it is becoming difficult for companies to select an optimum solution for their organization.

Let’s have a look at the features offered by both MDM and EMM

Mobile Device Management (MDM)

Mobile device management helps to securely manage and monitor all the enrolled devices used in enterprise to access corporate data. It offers real time visibility and control over entire device inventory and helps enterprises to identify violations and make informed decisions to secure corporate data.

Features of mobile device management

1. Device Enrolment

MDM helps to enrol multiple devices instantly over the air. It allows enterprises to push corporate apps, content as well as policies to enable employees to use their devices right away and be productive. It streamlines onboarding process and increases security by loading enterprise controls, configurations and apps the first time device is activated.

2. Policy Management

At the time of enrolment, admin can apply corporate policies as well as configurations in bulk with the help of mobile device management solution. It remotely pre-configures devices with basic settings such as Wi-Fi, email and more. With MDM software, admin can define multiple configurations that can be associated with devices, users, or groups with zero user intervention.

3. Device Security

Track device location in real time and set up a geofence with the help of MDM software to restrict device usage outside the defined boundary. In case a device gets misplaced or stolen, the solution also helps admin to lock or wipe a device remotely to secure confidential corporate data. It helps to configure devices to enforce security policies such as installation of apps, strong passwords, blocking certain websites, etc.

4. Location Tracking

With the help of MDM solution, organizations can keep a constant track of their managed devices. The location tracking feature helps to monitor movement of employees and retrieve details such as last operational location, battery and connectivity status, location coordinates, and more. Also, MDM helps to set up geofences for enhanced device tracking and to secure data in case a user moves out of restricted area.

5. Remote Control

Technical device issues can hamper employee productivity and to address these issues, especially for a large device inventory spread within multiple locations can be challenging for the IT team. Mobile device management platform helps IT team to offer instant support to remote workforce by troubleshooting device issues from the comfort of their desk. The admin can view device screen, take screenshots, push apps or files and provide remote assistance to users to increase operational efficiency and employee productivity.

Enterprise Mobility Management (EMM)

Enterprise mobility management (EMM) software enables organizations to manage and secure enterprise data on both corporate as well as employee-owned devices. It is more evolved and consists of scalable set of features to manage and secure enrolled devices, content, apps and information.

Major components of EMM

1. Mobile Device Management

Mobile device management is the key foundation of enterprise mobility management software. It assists in managing the complete mobile device through it’s lifecycle in an enterprise. MDM deals with enforcing security policies on devices, tracking real time device location, and remotely control the devices.

2. Mobile Application Management

MAM deals with comprehensive mobile application lifecycle management which includes installation, updation, configuration and uninstallation of business apps on enrolled devices. It allows enterprises to seamlessly deploy as well as update apps over the air. MAM offers in-depth management of apps such as restricting malicious apps and configuring or removing applications as per corporate policy.

3. Mobile Content Management

Mobile content management deals with securely sharing business critical data with employees. It allows admin to push corporate files over the air to multiple devices simultaneously. The data can be encrypted and file sharing can be restricted by disabling copy/paste feature, screenshot functionality, and more to prevent employees from sharing enterprise data with others.

4. Mobile Security Management

EMM helps to protect data on devices with robust security management measures. For application level security, it enables kiosk mode on devices to whitelist only business specific apps and prevent misuse of devices. For data security, it allows to encrypt business critical information and enforce strong security passwords on devices. The device data can be wiped in case a device is lost or stolen to prevent any data leakage. Also, it helps to create a work container on BYO devices to keep corporate data separate from personal data.

5. Identity and Access Management 

Identity and access management controls how employees use enterprise apps as well as data. It helps to maintain business security standards by implementing password and other authentication policies. IAM offers complete security over business resources with system level encryption and containerization. Enterprises can conduct compliance checks to identify violations and secure data.


From the above feature set of both MDM as well as EMM, it is clear that enterprise mobility management software offers a larger set of functionalities to top mobility needs. MDM addresses device concerns and helps in basic management of mobile devices by deploying device policies and employing security controls. On the other hand, EMM includes all features to manage enterprise mobility management needs including MCM, MDM, MAM, MSM, and more.

Conventional vs New age MDM

The new age mobile device management solution offers more than just remote device monitoring and management features to businesses. It helps to remotely manage mobile endpoints including smartphones, rugged devices, laptops, mPOS devices, tablets and more to monitor employee activity and increase workforce productivity. The new age MDM can make a world of difference and empowers enterprises to improve operational efficiency and increase overall business performance.


To conclude, both mobile device management as well as enterprise mobility management solution are different evolutionary stages of mobility management. The companies need to figure out their business needs and opt for the one which suits their mobility needs.

Improve Telecom Customer Experience With Sim Device Management

With the emergence of digitization, telcos are observing an explosion of competition. Due to the rapid changes brought in by latest technological developments, customers’ requirements have increased. Moreover, with Covid-19 outbreak, people and businesses are shifting to digital means to manage their work load, which has given way to increased networking requirements. Consequently, to thrive and succeed in this highly competitive world, telecom operators need to put in a serious effort to provide superior user experience and increase customer retention. This is where SIM  management solution plays a crucial role.

On-site support is a thing of the past. Customers now want instant support services. Moreover, in the current pandemic situation, none of your customers would like to welcome a field technician at their home. Therefore, contactless support enabled by SIM and device management solution has become the new norm.

Here’s how contactless support enabled by SIM and Device management solution helps telcos to deliver better CX

Visual Engagement

Remote visual support offers fast and intuitive guidance to customers for multiple issues such as troubleshooting, billing, setting up devices, and more. It enables a video interaction with a customer which helps agents to diagnose the issue quickly and offer an effective solution to the user. The technology eliminates long list of diagnostic questions asked by agents and offers fast resolutions of issues to customer, thus increasing user experience.

The implementation of visual support provides a superior experience to customers and increases profitability. Moreover, resolving a customer issue in first go reduces volume of support calls, resulting in lower operational costs.

Co browsing

Also known as collaborative browsing, co browsing enables customer support agents to see and interact with customer’s browser in real time. It allows agents to jointly navigate over customer’s screen and guide them visually through complex processes. Co browsing is the ultimate solution to resolve commonly asked questions by agents to their customers such as –

Are you on the right page?

Can you find ‘Menu’ on the right side of the page?

Can you share a screenshot?

It saves valuable time for agents and enables them to point and scroll the page or to highlight important areas to guide customers. The tool helps to take customer interactions to next level by providing real time assistance and resolving queries effectively.

Mixed Reality

Mixed reality is changing the way operators interact with their customers. It has surfaced as a new and innovative tool that offers network operators an unlimited opportunity to interact with customers on their mobile devices. MR technology has proven to be a perfect fit to provide technical support to users and transforms customer journey into an immersive visual interactive experience.

An agent establishes a live video stream with a customer to inspect the device and diagnose the issue. By utilizing customer’s mobile camera, agent can see the hardware in real time and suggest a sequence of actions to guide customer and solve the issue.

On Screen Annotations

Everyday support agents encounter numerous frustrating instances with a customer who repeatedly fails to understand troubleshooting steps explained by them even through a chat or a voice call. This is where on screen annotation tool plays a significant role.

While providing live assistance to customers, agents can use annotations to guide customers through complex tasks. It helps to pinpoint and draw on your customer’s screen during the live session. Support agents can show visual poach marks which can be viewed on the customer’s mobile screen while pointing towards the device with text messages about next steps to be undertaken to resolve the issue.

Broadband and Fixed Line Support

The sudden disruption of normal business operations caused by Covid-19 outbreak has forced enterprises to run their businesses remotely. Consequently, the shift has driven demand for better network connectivity as well as internet coverage. To provide a high quality user experience, operators should enable customers throughout the device lifecycle right from set up, installation, troubleshooting and updates.

Therefore, device and support guides enabled by device management solution can be published across website, self care app, and contact centers to help both agents as well as customers resolve device issues, thus making sure that users unleash full potential of these devices.

Why is increasing customer experience crucial for telecom companies?

Enhance Customer Loyalty

The acquisition of new customers is expensive as compared to retaining old ones. As per a report, it costs five times as much to attract a new customer, than to keep an existing one. Therefore, when the main purpose of your organization is to add value to your existing customers, then there is a significant improvement in customer satisfaction rate. And satisfied customers tend to become loyal ones.

High service quality engages customers in a better way, offers them a superior experience and increases customer loyalty. This helps to create a better brand reputation and encourages customers to make more purchases from your company.

Boost Revenue

Delighted customers choose to be linked with a brand for a lifetime. Delivering high quality and personalized service through visual engagement tools offers a superior experience to customers which can have a great impact on building and sustaining your subscriber base. When customers are offered quality service, it creates a long lasting impression on them and satisfied customers tend to recommend your services to others too, thereby, increasing your brand reputation and boosting profitability.

Gain Competitive Advantage

A study from Bain reports that telecom operators practicing a simple and digital approach to their products and services had an average NPS (Net Promoter Score) that was 35% higher than the simple and digital laggards.

Improving customer retention can help telecommunication companies stand out from the competition. Adopting new tools and technologies to digitally interact with customers and create a positive experience can help organizations to gain a strong competitive advantage while improving customer engagement.


Customer experience has undoubtedly become the key differentiator for companies. Therefore, increasing CX should be the top priority of every forward thinking telecom company. Network operators need to evolve their customer journey into a zero touch interaction to offer high quality customer service and increase CX.

FSM Software To Support Remote Workers

Monitoring and contacting field service workers is challenging.  Without the right tools, doing so can get costly and inefficient in the long run.

If you’re struggling to support and manage your remote teams, it is high time to start looking into the various field service management solutions (FSM) for your business. These are software solutions that allow you to oversee operations remotely. Some of its features include work orders management, inventory, dispatches, fleet tracking, and scheduling.

With that, here are some tips on how you can support your remote workers with field management software.

Provide contactless support

Field workers are always on-the-go. Their jobs take them far away from the office, making it difficult for them to access support. This can be an issue when a problem arises, and they are cut off from the rest of the company. It would be too costly and inefficient for them to go back to the office just to report it and ask for backup.

You can avoid this scenario using your best field service management software. It will provide contactless and real-time support for all your field workers regardless of where they might be. This way, they can perform their tasks remotely with the proper support backing them up.

Manage and connect all your devices

Your mobile devices play a critical role in supporting remote workers. This includes smartphones, tablets, and even wearable devices. However, managing several devices all at once can be challenging, especially if these devices aren’t connected. Just imagine having to update all tasks and orders per device manually. It might take you ages! It can affect your workers’ productivity and efficiency in the long run. 

Your field service management app can ensure your workers can smoothly go through their duties without worrying about outdated assignments and details. Through it, you can easily handle multiple devices all at once. A single click can alert all your workers about the changes in their tasks, routes, and orders. It ensures that everyone is connected to the main office regardless of their location.

Centralize your data for easy access

Since field workers spend most of their time outside the office, they often have trouble accessing crucial files or documents onsite. If they forget something, they have to contact the office and have it sent to them. Worse, they would have no choice but to travel back to the office and then back again to the site. Both of which can stunt their productivity and efficiency.

Avoid such scenarios by centralizing your data into your system. Upload all necessary files and documents into your FSM software so that your workers can easily access it no matter where they are. This also makes information sharing and reporting faster and more convenient than ever.

Take advantage of real-time collaboration

Aside from data, your FSM software can also centralize certain operations and processes. This allows for real-time collaborations with your workers despite being in different locations. The reduced waiting time for communications means field agents can get the job done faster. Just make sure to look for a field service management software that matches your organization for better results.

Through this feature, your remote workers can access more support directly from the company. They can easily ask for backups in case they encounter critical issues onsite. And when new orders come up, they are immediately notified without needing to go back to the main office. This reduces potential downtimes and applies your resources more efficiently.

Automate where you can

According to the McKinsey Global Institute, 60% of jobs have at least 30% of activities that can be automated. This also applies to field service management. And while most field agents deal with manual labor and work, some tasks and processes can benefit from automation.

For one, your FSM software can sync work order management with scheduling. Meaning, it could automatically organize your field agents’ schedule with each new work order. Another example would be automating your inventory management. This can seamlessly restock consumed items or supplies before it can entirely run out. This way, your workers have lesser things to worry about while they’re in the field.

The future of remote work with FSM software

FSM software can optimize the way you manage a field service team. Its tools and features are geared towards streamlining field services operations and supporting your onsite field agents. As a result, you can cut down on operation costs and make work easier for your remote workers.

With the rise of cloud technology, FSM software is becoming more accessible and streamlined than ever. And with the latest innovations on mobile devices, this makes it the best time to start exploring what FSM software has to offer to your business.

Strategies To Improve Call Center Efficiency

It is rightly remarked, “The more efficient your business, the more profitable you are.”  Each and every day, call centers carry out hundreds of processes, right from handling customer interactions to training, attending meetings, etc. However, with onset of digital age, customer demands have significantly increased and if your call center is not keeping up with it, you are likely to lose your customers in the long run. Therefore, improving call center efficiency can significantly increase customer satisfaction and help you gain loyal customers.

4 Ways How Telecom Operators Can Increase Call Center Efficiency

Mixed Reality

Mixed Reality (MR) is a hybrid of both Virtual Reality (VR) as well as Augmented Reality (AR) which brings together both real world and virtual elements. It enables users to interact with physical and digital items and environments, using next-generation sensing and imaging technologies.

By deploying mixed reality, telecommunication companies can help customers whenever they need any technical assistance.

For example: if a customer has bought a new router and is unable to set it up, the user needs to simply open up the camera in self service app which will give step by step instructions to resolve the issue. Furthermore, if a customer is still not able to set up the device on their own, they can initiate a VoIP call from within the app which connects the customer with an agent who then asks for consent based access of mobile’s camera. After the customer grants camera access, agent can view and suggest the steps to be followed using annotations. Thus, mixed reality helps in faster resolution delivery and increases call center efficiency.


Co-browsing allows support agents to see as well as interact with the customer’s browser in real time and guide them visually through online processes. It is a high touch interaction in which agents can move their mouse around user’s browser and highlight important information. This makes complex processes clear, helps in faster resolution delivery and aids telecom operators to reduce field visits, thus optimizing call center efficiency. Furthermore, customer privacy is completely assured as the agent cannot access any other tabs or sensitive areas of a browser screen such as fields containing payment details.

Unlike screen sharing, co-browsing is entirely browser based. There’s no need for customers to download any software which is essential for most of the screen sharing apps. The user only needs to click on a link to initiate a session.

Device and Support Guides

Mobile devices can be complex to use, therefore, in the absence of prompt assistance, customers tend to call operator’s call center for help, which results in lengthy support calls and costs. However, telecom ready device and support guides can be easily published across contact centers, website, self care app to help support agents as well as customers in case of any device issue related to troubleshooting or installation.

From detailed specifications to guided steps for device help issues such as battery optimization, mailbox configuration, online smartphone support tool assists customers in everything, thus making sure that subscribers unleash the full potential of devices. Step by step decision trees with visual navigation aid agents and users to decide the next best action to resolve device issue. Therefore, with the help of online smartphone support tool, customers can self solve issues related to devices, thus reducing support calls and increasing call center efficiency.

Auto Device Configuration

With the help of mobile device management solution, telecom operators can auto detect and configure new handsets latched on to the network by subscribers. It enables telcos to deliver settings efficiently to mobile devices. Auto device configuration process avoids potentially incorrect user handling and reduces customer center calls, thereby optimizing call center efficiency and minimizing operational costs.

Auto device detection also helps telcos to gain a precise understanding of devices used by subscribers. This helps operators to target right subscribers through marketing campaigns.

Benefits of Increased Call Center Efficiency

Enhance Employee Productivity

The shift to digital interactions contributes a lot to increase agent productivity and streamlining call center operations across the day. These digital interactions help to reduce response time and increase FCR (First Call Resolution) rate, thus saving significant time for support agents to focus on more complex issues. Engaging customers visually and assisting them in solving device issues helps in faster resolution delivery, reduces AHT (Average Handling Time) and increases employee productivity.

Improve Customer Satisfaction

Increased AHT leaves a bad impact on customers and results in a poor experience. Thus, improved efficiency assists call centers to reduce their response time. Providing users a personalized service by visually engaging them and helping them troubleshoot device issues, enables telecom operators to increase customer satisfaction and reduce OPEX. The latest innovations in augmented reality, visual customer support and advanced AI has transformed the way call centers interact with customers, thereby optimizing call center efficiency and increasing customer satisfaction. Visual support eliminates the need for a support agent to interpret what the user is describing and vice versa, thus removes frustration and increases CX.

Boost Profitability

Optimizing contact center operations increase returns on investments for a telecommunication company. But how does this happen?

When managed immediately, a customer complaint becomes a touchpoint for profit. Thus, happy customers will always interact with your business over and over again resulting in higher revenue. Virtual interactions help reduce response time as well as increase CSAT, therefore, when customers are satisfied, they are likely to stay with a business for long, which boosts sales and profitability. Also, satisfied customers are likely to recommend you to others and help you build new customers. It helps telcos increase customer retention rate and gain competitive advantage.

Summing it up

Customers want an immediate, reliable service that communicates with them whenever they come across any device issue, which signifies that your call center efficiency must be at peak performance or you will likely be losing your customers. Offering a high quality experience is a time consuming task. However, the key is identifying as well as correcting processes to improve overall call center efficiency.