Enhancing Customer Care with OSGi

Introduction
This presentation illustrates how embedded OSGi facilitates intelligent customer care use cases and how these result in operational cost savings
Android platform specific aspects are marked as such, all other aspects are generic and thus available on any platform
It is assumed that OSGi is embedded into the devices at time of manufacturing

Use Cases

Use Case: Self-Service
OSGi captures real-time information about the device, OS and application status and can feed that into a local Self-Service UI (on the device) and a remote Self-Service web site .
Self-Service Terminal My Device: Online: Status: Application A does not start Auto recover: Help: Click here Click here Self-Service Device Network App A App B

Use Case: Self-Service
OSGi captures real-time information about the device, OS and application status and can feed that into a local Self-Service UI (on the device) and a remote Self-Service web site .
Self-Service Terminal My Device: Online: Status: Application A does not start Auto recover: Help: Click here Click here Self-Service Device Network App A App B Benefits
Less customer care calls
Higher customer satisfaction

Use Case: Real-time Support
The helpdesk agent dials into the customer‘s device and provides on-device real time assistance:
Remote Diagnostics
Trouble shooting
Provisioning of updates, upgrades, fixes

Use Case: Real-time Support
The helpdesk agent dials into the customer‘s device and provides on-device real time assistance:
Remote Diagnostics
Trouble shooting
Provisioning of updates, upgrades, fixes
Benefits
Reduction of call time
Better success rate for calls

Use Case: Background Support
The device notifies the helpdesk system when a problem occurs
The support system determines the problem and provides a fix (e.g. SW or configuration update, application restart, etc.)

Use Case: Background Support
The device notifies the helpdesk system when a problem occurs
The support system determines the problem and provides a fix (e.g. SW or configuration update, application restart, etc.)
Benefits

Use Case: Preventive Support
When new updates and upgrades are released, the support system pushes these to the consumer devices
The same concept can be applied to new applications (incl. Android apps)

Use Case: Preventive Support
When new updates and upgrades are released, the support system pushes these to the consumer devices
Benefits
Instant deployment of new applications and features

How OSGi comes into play

OSGi for Android
Android does not contain the agent technology required for the support use cases
OSGi can be used as a support agent for Android devices
The ProSyst OSGi agent…
is extensible at any time (plugin based)
is standards based (OSGi, OMA-DM, TR-69)
supports push deployment of native Android apps
can deliver a lot of detailed information

OSGi for Android
ProSyst OSGi is wired into the Android OS to enable support scenarios on all levels of the device stack:
Android OS
OSGi and OSGi based applications
Android Applications & Services

OSGi for Android
Feature support of ProSyst OSGi Agent
Android & OSGi app life-cycle management
Push deployment of apps & services
Install, uninstall, update of apps & services
List, start, stop of apps & services
Remote management of configurations & settings
Remote monitoring of the device, apps & services
Runtime status of every app
Memory consumption
Detailed application and device logs
Server initiated connected establishment (SMS based)
Supported standards: OSGi 4.1, OMA-DM 1.2, DLOTA 1.0, SCOMO 1.0, LAWMO

Business Cases

Business Cases
Cost saving for customer care
Less care calls due to self-care portals and background & preventive support strategies
Shorter care calls due to real-time assistance
Better customer relationships
Customers will face less problems due to background & preventive support
Customers will get fast and more reliable support due to self-care & real-time support strategies
Higher quality of service

www.prosyst.com mobileosgi.blogspot.com [email_address] Thanks

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Enhancing Customer Care with OSGi

by Joachim Ritter on Jan 15, 2010

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Enhancing Customer Care with OSGi — Presentation Transcript