ActiveCare Cures Support Blues for Google Nexus One, Motorola Droid and Others

InnoPath Announces ActiveCare for Android

Mobile World Congress, Barcelona, Spain, February 15, 2010 – InnoPath Software, the leader in over-the-air customer care, today announced that its ActiveCare mobile service provider care solution now supports leading Android devices including the Google Nexus One, the Motorola Droid, the HTC Droid Eris, and others.

With ActiveCare, instead of immediately escalating support calls about email, MMS or internet configuration, front line CSRs can now fix the phone with a few simple clicks of the mouse. This approach shortens calls and delights subscribers because their problems are fixed faster and more reliably the first time.  It also provides operators with a single platform through which they can push updates to Android phones from any of their handset vendor partners.
“We are putting the operator back in the driver’s seat. The Android platform and phones are new and exciting, and both are still evolving. As we have seen with the Nexus One , be it 3G issues or UI glitches and bugs, these phones  require updates as well as support from the moment they are put in service.  With ActiveCare the operator can meet this challenge better, faster and more efficiently today,” explained John Fazio, InnoPath President and CEO.

The increasing complexity of smartphones is creating a dilemma for operators. InnoPath research indicates that these smartphones drive new sales and help retain existing customers, but they cost up to 4x as much to support as traditional featurephones. "Google’s original approach is clearly not working,” says Fazio. “Operators need to be able to deliver better, more cost effective support to their subscribers.  It’s expected!"

IDC Research Director John Delaney comments: “Google has failed to provide customer support to the standard demanded by an expensive and complex consumer product. Support is a strategic differentiator in mobile's new, expanded competitive landscape. Operators who understand this and have invested accordingly have an important competitive advantage.”

InnoPath will be showing ActiveCare for Android live at the Mobile World Congress in Barcelona, 15-19 February 2010 and at CTIA in Las Vegas 23-25 March 2010.

Availability

ActiveCare from InnoPath is available today for mobile service providers worldwide. InnoPath will be demonstrating its solution at Stand 1F39 at this year’s Mobile World Congress, taking place in Barcelona from Feb. 15-18, 2010. InnoPath will also be distributing copies of the EIU study.

About InnoPath Software

InnoPath, the global leader in Over-the-Air delivery of customer care, helps service providers and mobile device makers reduce support costs while providing a better end-user experience by diagnosing, updating and fixing mobile phones and other devices Over-the-Air. InnoPath products help shorten or prevent support calls and drive first call resolutions. The company’s extensive experience in production Tier-1 networks helps ensure rapid and successful deployments in large, complex environments. With a proven value proposition, the payback time for an operator deploying Innopath ActiveCare is usually less than one year. Our customers include AT&T, Verizon, Sprint, Samsung, LG, KDDI, Tata DoCoMo and China Telecom. Discover more at our website, www.innopath.com, and our blog, The CSR, at http://thecsr.blogspot.com/.