Spirent Communications plc’s mobile device intelligence unit Tweakker has won a contract from Dallas-based mobile virtual network operator (MVNO) TAG Mobile to provide cloud customer care services for the US Government’s Lifeline Assistance Program.
The contract was won through a Tweakker program jointly set up last year with Prepaid Wireless Wholesale (PWW), North America’s largest mobile virtual network enabler /aggregator (MVNE/MVNA) to offer Tweakker’s device intelligence cloud services to US MVNOs.
The latest development from this program enables TAG Mobile to embed Tweakker customer care access point name (APN) set up on its website with a link to Tweakker’s cloud. After training provided by Tweakker, TAG’s customer service teams will be able to automate Over-the-Air (OTA) network APN settings to get new users on-boarded in a handful of seconds or to send step-by-step setup guides over SMS to users with a handset that doesn’t support automatic OTA configuration.
“By leveraging Tweakker’s connectivity services, TAG will significantly reduce call handling time at our customer service centers. We expect to cut more than $1 million each year out of operational costs and provide a better customer experience at the same time,” said TAG Mobile’s COO, Esau Neri. “No other connectivity and care support provider comes close.”
The TAG Mobile Lifeline Assistance Program is a US government-assisted free cell phone service that provides discounted cell phone services to eligible low income families and individuals. Lifeline Services discounts are offered to qualified customers who meet certain eligibility requirements such as government assistance or have a household income at or below 135 – 175% of the federal poverty level, dependent upon the state. Customers receive benefits of free minutes and free texts every month.
Tweakker’s head of sales and marketing, Magnus Petersen commented: “More than 70 MVNOs in mature and fast-emerging mobile markets now use Tweakker’s cloud solutions each day to improve the customer on-boarding process and customer care. TAG Mobile’s customer care teams in 19 states will now be able to deliver subscribers the ultimate customer joining experience.”
Tweakker’s cloud-based Device Guides enable mobile virtual network operators (MVNOs) to provide end users flexible self-care and high quality customer care experience with radically reduced customer care costs. Through its market-leading device intelligence library and versatile APN Setup, Tweakker provides MVNOs fast and seamless zero-touch on-boarding for new subscribers, ensuring rapid revenue uptake. By connecting with Spirent’s device library, MVNOs can tap into the world’s richest and most accurate device capability data, with over 150 data points per device, to enrich their subscriber insight for marketing and business decision purposes.
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