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
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
As someone who has been dedicated to automation and Application Release Automation (ARA) technology for almost six years now, one of the most common questions I get asked regards Platform-as-a-Service (PaaS). Specifically, people want to know whether release automation is still needed when a PaaS is in place, and why. Isn't that what a PaaS provides? A solution to the deployment and runtime challenges of an application? Why would anyone using a PaaS then need an automation engine with workflow ...
SYS-CON Events announced today that Catchpoint Systems, Inc., a provider of innovative web and infrastructure monitoring solutions, has been named “Silver Sponsor” of SYS-CON's DevOps Summit at 18th Cloud Expo New York, which will take place June 7-9, 2016, at the Javits Center in New York City, NY. Catchpoint is a leading Digital Performance Analytics company that provides unparalleled insight into customer-critical services to help consistently deliver an amazing customer experience. Designed...
The cloud competition for database hosts is fierce. How do you evaluate a cloud provider for your database platform? In his session at 18th Cloud Expo, Chris Presley, a Solutions Architect at Pythian, will give users a checklist of considerations when choosing a provider. Chris Presley is a Solutions Architect at Pythian. He loves order – making him a premier Microsoft SQL Server expert. Not only has he programmed and administered SQL Server, but he has also shared his expertise and passion w...
With the proliferation of both SQL and NoSQL databases, organizations can now target specific fit-for-purpose database tools for their different application needs regarding scalability, ease of use, ACID support, etc. Platform as a Service offerings make this even easier now, enabling developers to roll out their own database infrastructure in minutes with minimal management overhead. However, this same amount of flexibility also comes with the challenges of picking the right tool, on the right ...
SYS-CON Events announced today that FalconStor Software® Inc., a 15-year innovator of software-defined storage solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. FalconStor Software®, Inc. (NASDAQ: FALC) is a leading software-defined storage company offering a converged, hardware-agnostic, software-defined storage and data services platform. Its flagship solution FreeStor®, utilizes a horizonta...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
SYS-CON Events announced today that (ISC)²® (“ISC-squared”) will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Two leading non-profits focused on cloud and information security, (ISC)² and Cloud Security Alliance (CSA), developed the Certified Cloud Security Professional (CCSP) certification to address the increased demand for cloud security expertise due to rapid growth in cloud. Recently named “The Next...
The Art of DevOps provides a fun overview to help teams understand DevOps. Written in the style of the famous 6th century Chinese manuscript “The Art of War,” this eBook describes DevOps in the form of a mission to continuously deliver assets to the operational battlegrounds safely, securely, and quickly. It’s a fun read with valuable insights.
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
The Quantified Economy represents the total global addressable market (TAM) for IoT that, according to a recent IDC report, will grow to an unprecedented $1.3 trillion by 2019. With this the third wave of the Internet-global proliferation of connected devices, appliances and sensors is poised to take off in 2016. In his session at @ThingsExpo, David McLauchlan, CEO and co-founder of Buddy Platform, will discuss how the ability to access and analyze the massive volume of streaming data from mil...
Join us at Cloud Expo | @ThingsExpo 2016 – June 7-9 at the Javits Center in New York City and November 1-3 at the Santa Clara Convention Center in Santa Clara, CA – and deliver your unique message in a way that is striking and unforgettable by taking advantage of SYS-CON's unmatched high-impact, result-driven event / media packages.
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
WebSocket is effectively a persistent and fat pipe that is compatible with a standard web infrastructure; a "TCP for the Web." If you think of WebSocket in this light, there are other more hugely interesting applications of WebSocket than just simply sending data to a browser. In his session at 18th Cloud Expo, Frank Greco, Director of Technology for Kaazing Corporation, will compare other modern web connectivity methods such as HTTP/2, HTTP Streaming, Server-Sent Events and new W3C event APIs ...
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, will discuss the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filte...