Nuance Mobile Care Available for T-Mobile USA Customers

Nuance Communications has announced that T-Mobile USA is deploying its Mobile Care solution on select T-Mobile handsets. T-Mobile customers can now address such issues as diagnosing and repairing configuration problems, along with making account and billing inquiries - all on their mobile phones.

Pilots and trials in both the U.S. and Europe have proven customersÃ' preference for on-device self-service.

"T-Mobile works toward delivering exceptional service to every customer, every day," said Warren McNeel, vice president of product development at T-Mobile USA. "Nuance Mobile Care gives us the ability to provide a superior customer service experience and offers our customers an easy way to learn about and use advanced services, right from the screen of their phone."

"The growing complexity in devices and data service technologies has made it challenging for wireless operator customer support and made it more difficult for subscribers to discover beneficial services," said J. Gerry Purdy, Ph.D., vice president and chief analyst, Mobile & Wireless Communications at Frost & Sullivan. "Nuance Mobile Care represents an excellent solution for T-Mobile that enables their customers to solve - right on the device - many of the common problems they encounter, from checking their account balance and paying bills to upgrading their data plans and setting up email."

Nuance Mobile Care solutions can be embedded on a customerÃ's mobile device over-the-air (OTA) or installed by the manufacturer. The interactive experiences, such as paying a bill, new feature tutorials or relevant service discovery can be created by the operators and pushed OTA to any device that supports Nuance Mobile Care. The product suite enables the delivery of interactive promotions, the resolution of most customer support problems, and allows operators to deliver a branded service experience to their subscribers.

Posted to the site on 7th October 2008