Enhancing Customer Care with OSGi
Introduction <ul><li>This presentation illustrates how embedded OSGi facilitates intelligent customer care use cases and h...
Use Cases
Use Case: Self-Service <ul><li>OSGi captures real-time information about the device, OS and application status and can fee...
Use Case: Self-Service <ul><li>OSGi captures real-time information about the device, OS and application status and can fee...
Use Case: Real-time Support <ul><li>The helpdesk agent dials into the customer‘s device and provides on-device real time a...
Use Case: Real-time Support <ul><li>The helpdesk agent dials into the customer‘s device and provides on-device real time a...
Use Case: Background Support <ul><li>The device notifies the helpdesk system when a problem occurs </li></ul><ul><li>The s...
Use Case: Background Support <ul><li>The device notifies the helpdesk system when a problem occurs </li></ul><ul><li>The s...
Use Case: Preventive Support <ul><li>When new updates and upgrades are released, the support system pushes these to the co...
Use Case: Preventive Support <ul><li>When new updates and upgrades are released, the support system pushes these to the co...
How OSGi comes into play
OSGi for Android <ul><li>Android does not contain the agent technology required for the support use cases </li></ul><ul><l...
OSGi for Android <ul><li>ProSyst OSGi is wired into the Android OS to enable support scenarios on all levels of the device...
OSGi for Android <ul><li>Feature support of ProSyst OSGi Agent </li></ul><ul><ul><li>Android & OSGi app life-cycle managem...
Business Cases
Business Cases <ul><li>Cost saving for customer care </li></ul><ul><ul><li>Less care calls due to self-care portals and ba...
www.prosyst.com mobileosgi.blogspot.com [email_address] Thanks
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Enhancing Customer Care with OSGi

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OSGi, a standardized service & component framework for embedded devices, has numerous propositions. This presentation describes the value add of OSGi when used as an enabler for customer care use cases.

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Enhancing Customer Care with OSGi

  1. 1. Enhancing Customer Care with OSGi
  2. 2. Introduction <ul><li>This presentation illustrates how embedded OSGi facilitates intelligent customer care use cases and how these result in operational cost savings </li></ul><ul><li>Android platform specific aspects are marked as such, all other aspects are generic and thus available on any platform </li></ul><ul><li>It is assumed that OSGi is embedded into the devices at time of manufacturing </li></ul>
  3. 3. Use Cases
  4. 4. Use Case: Self-Service <ul><li>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 . </li></ul>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
  5. 5. Use Case: Self-Service <ul><li>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 . </li></ul>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 <ul><li>Less customer care calls </li></ul><ul><li>Higher customer satisfaction </li></ul>
  6. 6. Use Case: Real-time Support <ul><li>The helpdesk agent dials into the customer‘s device and provides on-device real time assistance: </li></ul><ul><ul><li>Remote Diagnostics </li></ul></ul><ul><ul><li>Trouble shooting </li></ul></ul><ul><ul><li>Provisioning of updates, upgrades, fixes </li></ul></ul>
  7. 7. Use Case: Real-time Support <ul><li>The helpdesk agent dials into the customer‘s device and provides on-device real time assistance: </li></ul><ul><ul><li>Remote Diagnostics </li></ul></ul><ul><ul><li>Trouble shooting </li></ul></ul><ul><ul><li>Provisioning of updates, upgrades, fixes </li></ul></ul>Benefits <ul><li>Reduction of call time </li></ul><ul><li>Better success rate for calls </li></ul><ul><li>Higher customer satisfaction </li></ul>
  8. 8. Use Case: Background Support <ul><li>The device notifies the helpdesk system when a problem occurs </li></ul><ul><li>The support system determines the problem and provides a fix (e.g. SW or configuration update, application restart, etc.) </li></ul>
  9. 9. Use Case: Background Support <ul><li>The device notifies the helpdesk system when a problem occurs </li></ul><ul><li>The support system determines the problem and provides a fix (e.g. SW or configuration update, application restart, etc.) </li></ul>Benefits <ul><li>Less customer care calls </li></ul><ul><li>Higher customer satisfaction </li></ul>
  10. 10. Use Case: Preventive Support <ul><li>When new updates and upgrades are released, the support system pushes these to the consumer devices </li></ul><ul><li>The same concept can be applied to new applications (incl. Android apps) </li></ul>
  11. 11. Use Case: Preventive Support <ul><li>When new updates and upgrades are released, the support system pushes these to the consumer devices </li></ul>Benefits <ul><li>Less customer care calls </li></ul><ul><li>Instant deployment of new applications and features </li></ul><ul><li>Higher customer satisfaction </li></ul>
  12. 12. How OSGi comes into play
  13. 13. OSGi for Android <ul><li>Android does not contain the agent technology required for the support use cases </li></ul><ul><li>OSGi can be used as a support agent for Android devices </li></ul><ul><li>The ProSyst OSGi agent… </li></ul><ul><ul><li>is extensible at any time (plugin based) </li></ul></ul><ul><ul><li>is standards based (OSGi, OMA-DM, TR-69) </li></ul></ul><ul><ul><li>supports push deployment of native Android apps </li></ul></ul><ul><ul><li>can deliver a lot of detailed information </li></ul></ul>
  14. 14. OSGi for Android <ul><li>ProSyst OSGi is wired into the Android OS to enable support scenarios on all levels of the device stack: </li></ul><ul><ul><li>Android OS </li></ul></ul><ul><ul><li>OSGi and OSGi based applications </li></ul></ul><ul><ul><li>Android Applications & Services </li></ul></ul>
  15. 15. OSGi for Android <ul><li>Feature support of ProSyst OSGi Agent </li></ul><ul><ul><li>Android & OSGi app life-cycle management </li></ul></ul><ul><ul><ul><li>Push deployment of apps & services </li></ul></ul></ul><ul><ul><ul><li>Install, uninstall, update of apps & services </li></ul></ul></ul><ul><ul><ul><li>List, start, stop of apps & services </li></ul></ul></ul><ul><ul><li>Remote management of configurations & settings </li></ul></ul><ul><ul><li>Remote monitoring of the device, apps & services </li></ul></ul><ul><ul><ul><li>Runtime status of every app </li></ul></ul></ul><ul><ul><ul><li>Memory consumption </li></ul></ul></ul><ul><ul><ul><li>Detailed application and device logs </li></ul></ul></ul><ul><ul><li>Server initiated connected establishment (SMS based) </li></ul></ul><ul><ul><li>Supported standards: OSGi 4.1, OMA-DM 1.2, DLOTA 1.0, SCOMO 1.0, LAWMO </li></ul></ul>
  16. 16. Business Cases
  17. 17. Business Cases <ul><li>Cost saving for customer care </li></ul><ul><ul><li>Less care calls due to self-care portals and background & preventive support strategies </li></ul></ul><ul><ul><li>Shorter care calls due to real-time assistance </li></ul></ul><ul><li>Better customer relationships </li></ul><ul><ul><li>Customers will face less problems due to background & preventive support </li></ul></ul><ul><ul><li>Customers will get fast and more reliable support due to self-care & real-time support strategies </li></ul></ul><ul><ul><li>Higher quality of service </li></ul></ul>
  18. 18. www.prosyst.com mobileosgi.blogspot.com [email_address] Thanks

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