TELUS, a leading national telecommunications company in Canada, is launching new mobile device configuration services in all of its stores, powered by MCE Systems Mobile Customer Experience 2.0 solution (MCE 2.0). TELUS customers will truly experience the “walk out working” promise on activation and enjoy improved service tools available in-store to address configuration and software issues.
The MCE 2.0 solution brings the next-generation of mobile customer experience and enables mobile operators to deliver device content management, configuration and support/diagnostics with ease and simplicity. By enabling a multi-vendor solution in-store, MCE 2.0 allows mobile operators to support feature phones, smartphones and tablets, manage help desk call volumes and address returned device issues due to software and configuration problems. MCE 2.0 integrates Remote Call Center / Call Scripting and allows service providers the ability to tightly integrate to their customer care processes with in-store and on-line tools. The mce100+ deployed by TELUS at Point-of-Sale and Product Care enables mobile content transfer, email configuration and software check/update at all stores and dealers. The MCE 2.0 portfolio includes:
- mce100+:
- Best-in-class support at Point-of-Sale through mobile content transfer, email configuration, and content customization
- Software Check/Update tools consolidating multi-OEM tools
- mce-toolbox:
- Advanced Customer Care / Call Center tools, software update, top issues knowledgebase, remote device access and self-serve KIOSK
- Smartphone device diagnostics
- Online Support (consumer portal) enabling troubleshooting, scripting and remote device control direct to customer
- mce-care:
- Re-engineer Care Processes: integrate training, device updates, loaner programs, alerts for customer care, on-line and internal tools / process
“MCE’s solution enables our TELUS corporate stores and dealer network to deliver a complete and positive customer experience for activations and in-store support,” said Judy Mellett, Director, Device Product Development at TELUS. “The mce100+ solution simplifies our process to help our customers manage their content transfer and email configuration on their new device. In addition, we have introduced advanced product care capability to update device software and adjust device configurations which results in an improved customer experience.”
“Our close relationship with TELUS over the past years has delivered a solution truly unique in the industry,” said Yuval Blumenthal, CEO – MCE Systems Ltd. “MCE has leveraged our unique multi-vendor driver and auto-recognition capability to advance the mce100 beyond basic content transfer. The next-generation Mobile Customer Experience requires tools to support smart phone configuration and system updates, personalized content loading and advanced product care. That is what MCE delivers.”
Powered by MCE Systems, TELUS is the first operator globally to deploy the mce100+ solution and now delivers the following services in-store:
- Subscriber Content Transfer- Subscribers can transfer all of their mobile device content to a new device, including contacts, pictures, videos and SMS
- Email Account set-up- supporting all popular domains and unique Canadian domains, email is set-up and verified with ease for all smartphones.
- Software Check / Update- To ensure customers have the latest smartphone software update, TELUS can verify your software load and perform an update if required, for most devices, directly in-store.
