Monday, February 2, 2009

InnoPath's ActiveCare Matches Smartphones with Customer Care

InnoPath Software introduced its next-generation ActiveCare Mobile Device Management solution for providing customer support for smartphones and advanced feature phones. InnoPath's ActiveCare provides mobile operators with an "active" connection between the subscriber's phone and frontline care. The solution, which build's on InnoPath's MDM server and client products, is applicable to both featurephone and smartphones using the InnoPath Smart Client or native clients installed on the phone at the factory.

Key components include:

  • The InnoPath Server, currently deployed at multiple Tier-1 operators, provides the scalability, reliability and extensibility critical for the next phase of MDM.

  • The Smart Client, an OMA-DM standards-based client that can be loaded at the factory or pushed to handsets already in the field, provides the basis for end-to-end manageability. The Smart Client is both upgradable and extensible,

    supporting a rich set of management plug-ins.

  • The ActiveCare Agent, a Smart Client enabler, builds on OMA-DM standards to accelerate MDM deployment with a"Standards+" solution that fills gaps in current, existing standards.

  • The ActiveCare Portal, a simplified, easy-to-use, web-based front-end for the InnoPath Server, helps front-line care personnel quickly and effectively troubleshoot phone problems, shortening call times and facilitating first time problem


InnoPath's ActiveCare provides the mobile network operator with six key management components:

  • Mobile Check: pulse the phone for hardware and software settings.

  • Mobile Check and Correct: pull application settings from phone, compare them to expected baseline settings, and push corrections.

  • Mobile Config: push application configurations to the phone, critical for GSM data service usability.

  • Mobile Lock and Wipe: lock and/or wipe lost or stolen phones, critical for corporate security and preventing identity theft.

  • Mobile Update: push updated firmware images or OS patches to the phone. InnoPath's proven FOTA technology means that, unlike full system images used in tethered update systems, update packages can be quickly and reliably pushed

    over-the-air to devices in the field.

  • Mobile Device Control: configure hardware on the device, such as WiFi or Bluetooth.

Commercial deployment is underway with a number of Tier-1 operators worldwide.

See also