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Benefits
Avoid Recalls
Reduce Support Costs
Increase Service Use
Increase Satisfaction
Reduce Churn
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Phones
ship with bugs. FOTA, or
Firmware Over the Air, allows mobile
operators to fix bugs in the field.
In the past, reflashing firmware involved
a recall or a trip to a retail outlet
for the subscriber. With FOTA, bugs
can be patched over the air. It is
also possible to use FOTA to upgrade
the phone, adding new functionality
or enhancing existing features. Customer
Service Representatives can trigger
one-off updates to address a particular
issue that a particular customer is
having, while the support team can
proactively update entire groups of
phones with a mass FOTA push. This
proactive approach can often fix problems
before a subscriber has noticed the
problem. Operators may also enable
their subscribers to initiate a FOTA
update from their handset, allowing
prosumers to update firmware as soon
as a new version becomes available.
Subscribers seldom pay
for services that don't work, thus
the ability to ensure that the phone
will actually work with ARPU building
data services is key. This also goes
hand in hand with maintaining satisfaction
and reducing churn, as few things
are more disappointing for a subscriber
than to be offered a service, which,
upon acceptance, doesn't work.
InnoPath's
Firmware Manager is standards
based, like the rest of the iMDM solution
set. It is compliant with
OMA DM 1.2, OMA DM 1.1.2, OMA DL 1.0
and
FUMO 1.0. It interoperates with standards
based native and third party
clients. The InnoPath Firmware Manager
provides comprehensive
logging and reporting for carriers
to grasp individual customer issues,
campaign status and
results, as well as device and firmware
performance trends. It keeps track
of each device
firmware version in order to optimize
network bandwidth by selectively
initiating FOTA to
devices whose upgrade packages are
available. Roaming support allows
the operator to avoid pushing firmware
updates when the device is roaming
on another network, reducing costs.
For a more in depth
look at FOTA, please see our FOTA
Whitepaper entitled The Business of
FOTA.
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