Carrier iQ Announces Breakthrough Machine-Learning Algorithms for Next-Generation Customer Care

BARCELONA, Spain, Feb. 24, 2014 /PRNewswire/ -- MOBILE WORLD CONGRESS -- Carrier iQ, a pioneer in mobile intelligence, today announced new machine learning algorithms designed to enable the future of customer care. These new technologies are part of the most recent release of Carrier iQ's iQ Care solution, a suite of analytics and applications designed to help Mobile Network Operators (MNOs) reduce customer care costs, increase subscriber satisfaction, and reduce churn.

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Typical customer care solutions too often rely on individual technical skills of customer service representatives (CSRs) to diagnose customer experience issues.  iQ Care shifts this paradigm by automatically detecting the existence of customer experience issues and diagnosing the root cause. Using machine-learning algorithms, iQ Care automatically diagnoses customer experience issues, such as short battery life, high data usage and poor voice quality, and communicates the results using explicit, precise and actionable alert messages to CSRs, dramatically cutting down the time to resolution of customer issues.

iQ Care Introduces Two Ground-breaking Features:

• Find Resource-Hungry Applications: It is easy to identify applications that consume resources because of long usage duration. It is difficult to isolate applications that have high rate of resource consumption, even if users do not use them often. Using advanced inferencing algorithms to examine applications from millions of devices, iQ Care is able to find the poor-performing applications that drain a disproportionally high amount of battery, CPU, or data.  When they receive alert messages from iQ Care, CSRs can advise consumers about such applications.
• Prevent Unnecessary Device Returns: Many customer issues such as short battery life or poor voice quality have multiple possible causes, often difficult to diagnose. Using advanced algorithms from our big data platform, iQ Care is able to examine symptoms from millions of devices to determine the actual causes, such as whether each issue is device-related or network-related. Armed with these powerful insights, CSRs can narrow the scope of their investigation and avoid accepting device returns for issues caused by the network.

"iQ Care revolutionizes customer care for mobile subscribers, with capabilities that were never thought possible. In addition to revolutionizing customer care, Carrier iQ's patented technologies pave the path for proactive care and, ultimately, for self-care. They are the expression of our technology and thought leadership in advanced big data mobile analytics, that leverage the insights gained from millions of subscriber devices," said Bruce Lacey, VP Engineering, Carrier iQ.

Schedule a demonstration of iQ Care at Mobile World Congress in Barcelona, Spain from February 24-27 at the Carrier iQ stand in Hall 1, Booth C36.

About iQ Care
iQ Care is a suite of analytics and applications that delivers individual user experience knowledge to customer care agents of mobile operators and device vendors.  Scaling up to 50 million reporting devices per installation, iQ Care is delivered as Software-as-a-Service, allowing rapid deployment with minimal integration requirements.

About Carrier iQ
Carrier iQ, founded in 2005, is a privately held mobile software company headquartered in Sunnyvale, CA. As the market leader in mobile intelligence, Carrier iQ provides mobile operators and device vendors with actionable analytics and insights into the real experience their customers face when using smartphones, tablets, or other mobile devices. Carrier iQ's big data platform offers proven scalability, with over 12 petabytes of data processed each month and more than  200 million mobile devices deployed to date. Backed by committed investors, the Carrier iQ team serves Tier-1 mobile network operators and device vendors from its offices in Sunnyvale, Boston, London and Kuala Lumpur. A network of global and regional partners extends the Carrier iQ reach to all markets.

© Carrier iQ 2014

SOURCE Carrier iQ

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