News : UK Operators Face Big Bill for Smartphone Complexity
London, UK, April 29, 2015 -- Customer smartphone issues hit network operators with a £380m bill within five years.
Device complexity, ongoing fragmentation of the Android platform and increasing smartphone popularity and uptake among so-called "late majority" and "laggard" consumers will cost an additonal £60m to operators cost of business.
The global market will also face an increase in expenditure with smartphone users.
Forecasters predict a 17% increase for German operators at a collective cost increase of $91 million and a 13% increase for operators in the USA at a collective cost increase of $200 million.
Daniel Deeney, CEO at AetherPal said: "The combination of smartphone uptake and OS fragmentation issues means that it's essential for operators to evolve their customer care strategies. Most operators with high smartphone penetration are now looking to effective customer self-care operations to reduce a growing reliance on the call centre."
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"Market momentum behind the smartphone is such that there is very little operators can do about the anticipated increase in volume of customer care queries over the next few years.
"What operators can do is get smarter with how they manage this surge, and carefully consider the valuable role that self-care solutions can play."
"By empowering users to resolve their own issues, operators can considerably reduce their costs and improve the customer experience by driving faster resolution. The call centre will always play an important part in supporting customers, but operators need to focus on lower cost approaches if they're to maintain differentiation and profitability."
Posted by Veronica Silva Cusi, news correspondent
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AetherPal is a smart remote control allows support staff to take control of any smartphone or pc anywhere in the world over an IP connection, as if the smartphone is in the hands of the support staff. AetherPal software is targeted for mobile operators and enterprises to provide effective customer care, technical support and remote training.
Published: Thursday, April 30, 2015
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