Posted on October 18, 2011 by Motorola Mobility Home
Motorola Mobility announced today that Global Village Telecom (GVT), a Brazilian telecommunications provider, has selected Motorola’s EDGE Manager, part of Motorola’s EDGE Service Assurance software portfolio, to provide remote management and whole home service assurance to its high-speed internet customers.
In addition to proactive monitoring and automated preventive maintenance updates of deployed customer gateways or other equipment, help desk agents will now also be able remotely access and support customer home networks real-time while the customer is on the phone, greatly speeding up the diagnostic process, shortening the support call and in many cases avoiding the need to dispatch a technician to the customer location. This will result in more satisfied customers and also in operational support cost savings for GVT. Customers can now manage their entire home network from a single platform while also allowing greater troubleshooting capabilities for a simplified, comprehensive converged media experience.
Filed under: Medios, Motorola Mobility, software | Leave a Comment »
Posted on July 20, 2011 by Motorola Mobility Home
One of the many dichotomies discussed at this years’ Connected Home Summit in London ran something along the lines of ‘why must consumers undergo a negative experience before they can experience a positive one?’
Indeed, all too often, consumers have to go through the pain of setting up a complex pieceof new kit before they can begin to enjoy many of the life-enhancing qualities. When they spend a sizeable chunk of their salary on a HD, super-size flat screen TV, they have a right to expect that all they need to do is plug it in and switch it on when they get it home.
Competition in this industry may be fierce, but consideration must be given to the consumer who needs to master the new product before they can begin to enjoy it. The manufacturer with the most consumer-friendly out-of-the-box user experience will gain the most.
By the same token, service providers have to ensure the set-up user experience is simple and problem free for the subscriber, a task that is becoming more complex as TV goes beyond the set top to other devices connected over a home network. The device that can be used with their service will be linked to their brand regardless of whether they have supplied them or not. Remote device management tools and customer self-help tools such as Motorola EDGE are a great help in improving the customer experience and reduce support costs. And there are cost savings too – for instance, user-friendly set top boxes that can be self-installed by the customer, represents massive savings in deployment costs for the service provider.
Until the industry as a whole takes this issue on board, companies that pass on that complexity are delaying gratification not only for the consumer, but for themselves,too.
Filed under: Cable, Converged Experiences, DTV, DVR, HDTV, IPTV, Medios, Motorola Mobility, software, TV | Leave a Comment »
Posted on December 2, 2010 by Mari Silbey
In case you missed it yesterday, Motorola acquired 4Home, Inc., a software and services company in the home management space. From the press release:
4Home delivers connected home services through its carrier-grade software platform, ControlPoint. These services include energy management, home security and monitoring, media management and home health. ControlPoint is based on a customizable design, using open standards that allow partners to develop compelling new services for consumers that utilize the growing number of connected devices in the home.
Although home automation and energy management technologies are far more popular today than they were a few years ago, the acquisition of 4Home isn’t Motorola’s first foray into the industry. Back in 2004 and 2005, the company had a Home Monitoring and Control solution (along with other home retail products) complete with accessories ranging from cameras to temperature gauges and motion detectors. The solution even included cell phone integration with the ability to get mobile alerts and spy on camera feeds. Of course, back then we were operating in an entirely different technology environment. Broadband penetration rates and broadband speeds were much lower, and we were still a long way from the smartphone explosion that was to occur later in the decade. The original Motorola Home Monitoring and Control solution didn’t survive very long, but the concept was ahead of its time. In 2010, using broadband for home management applications makes a lot of sense.
Filed under: Internet, IP, Motorola News, Networks, software | 2 Comments »