Both organizations have been recognized for transforming AT&T customers’ mobile device troubleshooting experience and driving better operational outcomes
MCE Systems, the leader in digital-first Device Lifecycle Management (dDLM) solutions, officially announces that it has received the U.S. Customer Experience Awards (USCXA) highest accolade for “Best Digital CX or Transformation” in collaboration with AT&T. This gold award recognizes the implementation of AT&T’s Device Help app and its impact on customer mobile device experience and customer support operations.
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MCE and AT&T win USCXA's Gold Award for "Best Digital CX or Transformation"
“This is a proud moment for MCE and highlights the importance of on-device diagnostics, which forms the foundation of our platform,” says Yuval Blumental, CEO and co-founder of MCE. “It is thanks to an innovative organization in AT&T that we earned this recognition together. AT&T recognized the real value of self-service tools to reshape the customer experience for the better and drive real operational impact on the telco business.”
One in five customers will experience a device issue that requires troubleshooting. In response, mobile operators (MNOs) have introduced self-help systems to handle device issues. However, traditional troubleshooting tools are often limited in scope and tend to use surface-level recommendations that lack contextual solutions to the customer’s problem – which can extend resolution times and customer frustration.
MCE data shows that nearly two thirds of customers prefer resolving issues independently through an app and 74 percent want the ability to quickly diagnose and fix problems using self-service tools. With MCE’s support, AT&T set out to transform device troubleshooting by creating a user-intuitive, digital journey that enables customers to resolve their device issues quickly and on their own schedule.
The Device Help app addresses device problems through three core functions: proactive management of device health, pinpointing faults and resolving them with targeted, guided solutions. The solution combines MCE's diagnostics platform with AT&T's device knowledgebase to support customers achieving a quick, highly satisfactory resolution. The self-help pathway also reduced support interactions and improved operational efficiency.
“With smartphones so ingrained in the fabric of customers’ everyday lives, it’s essential that AT&T provide them the tools to ensure they’re working at their best,” says Jeff Howard, Vice President Wireless Device and Accessory Partnerships at AT&T. “MCE has been an essential partner in helping us bridge the gap between our understanding of our customers and the technology required to meet their expectations – giving them the support they need when they encounter a device issue.”
The AT&T Device Help app can be accessed (U.S. Residents only) here.
About MCE
Since 2005, MCE has been pioneering software and technology solutions for mobile operators and their partners in the telco and device ecosystem helping accelerate digital transformation of device-related journeys. Our mission is simple: Mobilize better Customer Experiences. We turn device-related headaches into competitive advantages with our end-to-end digital-first Device Lifecycle Management platform (dDLM). This AI-led, omnichannel platform delivers game-changing experiences across all device-related customer journeys – driving business velocity, margins, and NPS. MCE is a proven technology partner and highly acclaimed for its world-class products, innovation, and implementation through eleven straight gold awards – most notably at The Stevie Awards®.
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Contacts
Oren Weiner
Marketing Manager
MCE Systems
oren.w@mce-sys.com