enhancing customer care with osgi
DESCRIPTION
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.TRANSCRIPT
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 TerminalMy Device: Online:
Status:Application A does not start
Auto recover:Help:
Click here
Click here
Self-Service
DeviceNetwork
App AApp 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 TerminalMy Device: Online:
Status:Application A does not start
Auto recover:Help:
Click here
Click here
Self-Service
DeviceNetwork
App AApp 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• Higher customer satisfaction
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
• Less customer care calls• Higher customer satisfaction
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
• Less customer care calls• Instant deployment of new applications and features• Higher customer satisfaction
How OSGicomes 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