Motive Mobile Service Management — Products
Combining mobile service management workflows, best practices and applications with Motive’s robust service management platform, Motive’s Mobile Service Management (MSM) products offer providers the ability to seamlessly provision, manage and support mobile and converged services. With Motive MSM, providers can improve the profit potential of their mobile services while delivering a superior customer experience.
Self-Service Portal: helps customers set up and manage new services, or quickly diagnose issues and deliver actionable solutions, directly to their mobile device or PC. Providers can automate common processes such as service provisioning and activation, and manage common service processes such as locking or unlocking a mobile phone, or wiping PIM data from the phone in the event it is lost or stolen. Role-based actions and data can be based upon the customer’s individual service entitlement, allowing providers to deliver different levels of service to different customers.
Customer Service Console (CSC): gives customer service representatives (CSRs) the visibility, key information and management capabilities they need to quickly setup and manage new services, and diagnose and resolve service issues. A robust service management interface includes diagnostic intelligence and other relevant information about a customer’s service from multiple sources such as the customer device, the provider’s network, third-party or partner systems, and back-office systems. A model of the optimal working state for a service allows CSRs to easily compare diagnostic results to the model if problems do occur. Using the CSC, call center representatives can quickly pinpoint specific issues, ensuring only relevant data is presented, and view actionable
Mobile Device Manager: allows providers to remotely monitor, diagnose and manage mobile devices and the applications and services that run on them, making it easier and more profitable to roll out and support new services. The Mobile Device Manager supports the Open Mobile Alliance’s Device Management (OMA DM) protocol for device management to ensure service interoperability across devices, geographies, service providers, operators and networks, Using the Mobile Device Manager, call center representatives can perform diagnostic tests, update firmware, manage configurations, perform security actions such as locking and unlocking a device, as well as removing sensitive data, and manage installed applications.
Mobile Device Sync Manager: offers customers the ability to back up their critical information or media to a PC, online storage or other location. Motive uses the OMA data synchronization (OMA DS) protocol to back up and restore critical information such as PIM contacts, calendar and notes. Additionally, as providers roll out new value added services, the Mobile Device Sync Manager will allow them to backup and restore media such as pictures, music and ring tones, as well as transfer their critical data and media files to a new handset.
Mobile Client Manager: allows providers to manage popular proprietary devices and operating systems such as the BlackBerry, Palm and Windows Mobile. Using the Motive Client Manager, service technicians can manage service processes such as diagnostic analysis, provisioning, remote control of the device, and file management.
Home Device Manager: enables service providers to remotely control and manage customer premise equipment in the home such as residential gateways, PCs, IP set-top boxes and VoIP adapters that may affect the provider’s fixed-mobile converged (FMC) service. Based on industry standards such as the DSL Forum’s TR-069, Universal Plug and Play (UPnP) and Simple Network Management Protocol (SNMP), Motive Home Device Manager can help providers manage FMC services with sophisticated management capabilities such as provisioning, firmware management, diagnostics and monitoring for a wide range of customer premise equipment (CPE).
Mobile Consumer Device Management Template: automates the management of key service processes such as provisioning, self-service and assisted service.
Mobile Device Backup and Restore Template: lets providers define and manage key data synchronization processes.
Dual Mode Phone Management Template: enables providers to seamlessly set up and manage dual-mode phone service.
Windows Mobile Support Template: offers advanced diagnostic and remote management functionality specifically for Windows Mobile devices.
Java Mobile Support Template: offers advanced diagnostic and support for Java OS devices.
Remote Control Template: provides help desk personnel with fully interactive remote control of mobile devices.
MOTIVE SERVICE MANAGEMENT PLATFORM
Motive’s MSM products are built on the Motive Service Management Platform, a robust, standards-based technology foundation that enables providers to define, manage and support a variety of mobile and converged services. Motive’s Service Management Platform offers providers end-to-end visibility and control, not just of their networks and devices, but of the entire service delivery chain.
