• Customer Satisfaction
• Cost Control
• Revenue Generation
• CSR Satisfaction

Common challenges they face while fulfilling these objectives are:

• Longer Average Call Handle Time (ACHT): As smartphones are getting increasingly complex and new models are introduced frequently, the CSRs have to spend more time to obtain the correct information of the smartphone from the user, and guide them through the issue resolution.
• Poor First Call Resolution Rates (FCR):Due to the growing number of smartphone devices and OSs deployed, first tier CSRs often need more than one support session to resolve issues.
• Increase in average cost per call due to escalations: While the independent CSR may have general customer information at hand, they typically will not know details such as the model of the phone, the firmware the device is running, or the applications the customer has installed. More often, the CSR has no choice but to simply pass the call along to technical support. This leads to overall increase in support costs due to the higher costs associated with tier-2 and tier-3 technical support teams.
• High attrition rate of CSRs: This occurs due to job frustration resulting from uncertainty in resolving smartphones issues over the phone and insufficient CSR training.

To evaluate the business case for your organization with AetherPal or to receive a fully customized return on investment (ROI) analysis, click here.

• Device OS agnostic: For Managed Service provider who has to handle different mobile device types and multi-OSs, AetherPal presents a unified solution. AetherPal supports all leading mobile operating systems - Microsoft Windows Mobile, RIM BlackBerry, Nokia Symbian, Google Android, Microsoft Windows and Apple Mac. 
  For additional mobile operating systems please contact AetherPal for the product roadmap.
• Instantaneous overview of device parameters: As soon as AetherPal establishes connection with the smartphone, CSRs are able to see immediate information of the key device parameters without asking the customer.
• Secure session: Secure session: All data communication is transmitted through Hypertext Transfer Protocol Secure (HTTPS) which uses SSL/TLS protocol to provide a secure encrypted communication during the entire remote control session.
• Improved CSR productivity: AetherPal establishes a connection to the pre-enrolled smartphone and streams screen updates from the user’s smartphone to CSR’s console very quickly. In addition, the image size and color are dynamically optimized based on available network conditions. All these features ensure that the CSR’s support time is productively utilized without any performance limitations.
• User/CSR feedback:After a session is ended a built-in questionnaire triggers, generating feedback on the effective nature of the support provided.   Both the CSR and customer user has the option of providing feedback enabling a mobile network operator to monitor a satisfaction index.
• Branding: Mobile network operators are able to customize the branding of their AetherPal client, integrating it seamlessly with their current CRM and OMA DM solution.

• Average call-handling time is reduced significantly, increasing customer satisfaction.
• Call escalations are greatly reduced.  Many calls that would have been escalated prior to AetherPal are now handled by first-line CSRs.  Device information is available instantaneously and the customer’s smartphone screen is visible in real-time.
• CSRs able to work on multiple devices.
• Improved CSR satisfaction as the CSR can be more certain in troubleshooting user problems.