Welcome!

News Feed Item

Cellebrite Introduces Wireless Retail Industry’s First Multi-Channel Diagnostics Solution

Today at Mobile World Congress 2013, Cellebrite, the market leader in retail mobile content transfer, backup, and restore, today announced the availability of the industry’s first and only Multi-Channel Diagnostics Solution. This solution will help wireless retailers significantly reduce the costs of fault diagnosis and repair while improving customer satisfaction and loyalty. This new set of “detect & correct” capabilities enable rapid in-store and remote diagnosis and repair of common smartphone software issues.

Cellebrite Multi-Channel Diagnostics reduces returns and repairs of phones by as much as sixty percent. With typical return and repair costs equivalent to $100 or more per device, retailers will realize considerable cost savings due to repair avoidance. In addition to hard-cost savings and increased customer satisfaction resulting from repair avoidance, retailers deploying Cellebrite’s Multi-Channel Diagnostics will benefit from newfound operational efficiencies across many key aspects of their business including sales, customer care, reverse-logistics, and supply chain management:

  • By allowing customers to self-serve online or receive service from a call-center agent, retailers shift troubleshooting to lower cost channels while allowing more expensive store resources to focus on revenue generating activities.
  • Customer care organizations gain access to an easy-to-use diagnostics solution that reduces call volume through self-service and lessens average handling time by allowing agents to gain access to the phone remotely to run diagnostic tests rather than relying on the customer to follow instructions.
  • In cases where customers prefer in-store support, agents can detect and correct issues quickly and automatically by connecting the customer’s phone to the Cellebrite Touch and following a simple set of touch screen commands.
  • With the reduction of new phone returns, the volume of no fault found returns to OEM’s will decrease, easing the burden often experienced by reverse-logistics groups in managing returns.
  • With fewer new phone returns, retailers will need to hold less inventory.
  • Repair center volume will also decline, allowing retailers to improve turnaround times for repairs while reallocating repair resources.

Rapid problem resolution is a key issue for customers who increasingly rely on their smartphones for day to day activities. In a recent study, the majority of users surveyed revealed that they would be unhappy with losing sight of their faulty phone for any length of time at all for repair, with three quarters of respondents believing that relinquishing their mobile phone for up to 72 hours for common repairs at an offsite center is completely unacceptable. Given the importance of maintaining custody of a phone or device to customers, Cellebrite Multi-Channel diagnostics bolster’s customer satisfaction and loyalty by resolving most problems without giving up access to the device—regardless of which channel the customer chooses.

With the Cellebrite Multi-Channel Diagnostics Solution, wireless retailers will for the first time be able to offer their smartphone customers a choice of channels to detect and correct common problems. These include in-store resolution using the stand-alone Cellebrite Touch solution; through a simple app-based ‘remote takeover’ handled by the provider’s call center; or through self-resolution, whereby users can explore and fix faults themselves guided by an on-device app or self-help web portal. Only those phones with significant or hardware issues will require and exchange or dispatch to a repair center.

The Cellebrite Multi-Channel diagnostics solution checks many of the known sources of mobile faults including: CPU and RAM performance, memory, storage, network and device information, and problems with self-installed apps. Cellebrite’s solution also has the ability to install flash software and to update older operating systems.

Yossi Carmil, Co-CEO of Cellebrite, commented: “We believe that this solution will truly transform the way mobile providers deal with fault resolution. It not only significantly reduces costs, logistics and resources; it also boosts customer service and loyalty and ensures customers are able to use their high value, revenue generating data services as soon as possible. We look forward to delivering this solution to the global market, particularly our existing customer base which includes more than 200 of the world’s largest wireless retailers.”

The Cellebrite Multi-Channel Diagnostics solution is being demonstrated on the Cellebrite stand (6D65 Hall 6) at Mobile World Congress, Barcelona, from February 25 to February 28, 2013.

Data sources

  • Cellebrite research with Opinion Matters, questioned 675 UK adults, January 2013
  • Phone return data courtesy of a leading UK mobile operator that sent 60,000 handsets to repair center per month, at a cost of around $100 each. Sixty percent of the issues were software related.

About Cellebrite

Founded in 1999, Cellebrite is a global company known for its technological breakthroughs in the cellular industry. The pioneers in mobile phone-to-phone content transfer, today Cellebrite provides a complete range of solutions for the mobile retail industry such as phone to phone content transfer, backup & restore, diagnostics and application and content delivery at the Point-of–Sale. Cellebrite works exclusively with more than 200 wireless carriers worldwide including Verizon Wireless, AT&T, Sprint/Nextel, T-Mobile, O2, Radio Shack, Orange, Vodafone and many more.

Cellebrite is a wholly-owned subsidiary of the Sun Corporation, a listed Japanese company (6736/JQ)

www.cellebrite.com

Multimedia:

Cellebrite Logo

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Conference Guru has been named “Media Sponsor” of the 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. A valuable conference experience generates new contacts, sales leads, potential strategic partners and potential investors; helps gather competitive intelligence and even provides inspiration for new products and services. Conference Guru works with conference organizers to pass great deals to gre...
DevOps is under attack because developers don’t want to mess with infrastructure. They will happily own their code into production, but want to use platforms instead of raw automation. That’s changing the landscape that we understand as DevOps with both architecture concepts (CloudNative) and process redefinition (SRE). Rob Hirschfeld’s recent work in Kubernetes operations has led to the conclusion that containers and related platforms have changed the way we should be thinking about DevOps and...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develop...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
The next XaaS is CICDaaS. Why? Because CICD saves developers a huge amount of time. CD is an especially great option for projects that require multiple and frequent contributions to be integrated. But… securing CICD best practices is an emerging, essential, yet little understood practice for DevOps teams and their Cloud Service Providers. The only way to get CICD to work in a highly secure environment takes collaboration, patience and persistence. Building CICD in the cloud requires rigorous ar...
Companies are harnessing data in ways we once associated with science fiction. Analysts have access to a plethora of visualization and reporting tools, but considering the vast amount of data businesses collect and limitations of CPUs, end users are forced to design their structures and systems with limitations. Until now. As the cloud toolkit to analyze data has evolved, GPUs have stepped in to massively parallel SQL, visualization and machine learning.
"Evatronix provides design services to companies that need to integrate the IoT technology in their products but they don't necessarily have the expertise, knowledge and design team to do so," explained Adam Morawiec, VP of Business Development at Evatronix, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices to ...
Widespread fragmentation is stalling the growth of the IIoT and making it difficult for partners to work together. The number of software platforms, apps, hardware and connectivity standards is creating paralysis among businesses that are afraid of being locked into a solution. EdgeX Foundry is unifying the community around a common IoT edge framework and an ecosystem of interoperable components.
"ZeroStack is a startup in Silicon Valley. We're solving a very interesting problem around bringing public cloud convenience with private cloud control for enterprises and mid-size companies," explained Kamesh Pemmaraju, VP of Product Management at ZeroStack, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Large industrial manufacturing organizations are adopting the agile principles of cloud software companies. The industrial manufacturing development process has not scaled over time. Now that design CAD teams are geographically distributed, centralizing their work is key. With large multi-gigabyte projects, outdated tools have stifled industrial team agility, time-to-market milestones, and impacted P&L stakeholders.
"Akvelon is a software development company and we also provide consultancy services to folks who are looking to scale or accelerate their engineering roadmaps," explained Jeremiah Mothersell, Marketing Manager at Akvelon, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Enterprises are adopting Kubernetes to accelerate the development and the delivery of cloud-native applications. However, sharing a Kubernetes cluster between members of the same team can be challenging. And, sharing clusters across multiple teams is even harder. Kubernetes offers several constructs to help implement segmentation and isolation. However, these primitives can be complex to understand and apply. As a result, it’s becoming common for enterprises to end up with several clusters. Thi...
"Infoblox does DNS, DHCP and IP address management for not only enterprise networks but cloud networks as well. Customers are looking for a single platform that can extend not only in their private enterprise environment but private cloud, public cloud, tracking all the IP space and everything that is going on in that environment," explained Steve Salo, Principal Systems Engineer at Infoblox, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventio...