AetherPals Early Deployments and Results

By J. Gerry Purdy  |  Posted 2011-02-15 Print this article Print

AetherPal's early deployments and results

A number of wireless operators and enterprise organizations are deploying AetherPal in their own technical support environments-or are having AetherPal deployed in the third-party contractor that provides technical support services for the operator or enterprise. The results of the AetherPal system in early deployments are very encouraging. AetherPal has been able to demonstrate:

-An average of 35 percent reduction in the time it takes to resolve smartphone issues.

-Increased first-call resolution rates, resulting in 25 percent fewer callbacks.

-50 percent decrease in device returns from users, greatly reducing overall service costs.

-More rapid training of technical support representatives, making the job more satisfying which, in turn, has reduced the support staff turnover rate. 

-Quicker adoption and utilization of new mobile applications in the enterprise, allowing for increased productivity of mobility in the organization.

-98 percent overall customer satisfaction with their technical support services.

-Technicians who are able to speak more intelligently about more difficult technical issues and are able to handle support and service tasks more effectively.

Because AetherPal has the ability to support PCs as well as smartphones and tablets, AetherPal can become a one-stop-shop to support all of a customer's mobile assets-including smartphones, laptops, netbooks, tablets and desktops. AetherPal can also provide support across multiple operating systems, device types, operators and language environments-providing a complete solution for the customer.


It's great to see advanced technical support services brought into the mobile sector. Handset manufacturers, application developers, enterprise IT operations and wireless operators are all going to benefit from companies such as w2bi. Technical support for mobile devices is a big problem area and I expect to see a number of companies offer similar remote control services.

It's up to w2bi to take their current lead in the market and continue to advance their services platform as the demand for smartphones and tablet remote control services continues to grow.

J. Gerry Purdy, Ph.D. is Principal Analyst of Mobile & Wireless at MobileTrax LLC. As a nationally recognized industry authority, Dr. Purdy focuses on monitoring and analyzing emerging trends, technologies and market behavior in the mobile computing and wireless data communications industry in North America. Dr. Purdy is an "edge of network" analyst looking at devices, applications and services, as well as wireless connectivity to those devices. Dr. Purdy provides critical insights regarding mobile and wireless devices, wireless data communications and connection to the infrastructure that powers the data in the wireless handheld. He is author of the column Inside Mobile & Wireless that provides industry insights and is read by over 100,000 people a month.

Dr. Purdy continues to be affiliated with the venture capital industry as well. He currently is Managing Director at Yosemite Ventures. And he spent five years as a Venture Advisor for Diamondhead Ventures in Menlo Park where he identified, attracted and recommended investments in emerging companies in mobile and wireless. He has had a prior affiliation with East Peak Advisors and, subsequently, following their acquisition, with FBR Capital Markets. For more than 16 years, Dr. Purdy has been consulting, speaking, researching, networking, writing and developing state-of-the-art concepts that challenge people's mind-sets, as well as developing new ways of thinking and forecasting in the mobile computing and wireless data arenas. Often quoted, Dr. Purdy's ideas and opinions are followed closely by thought leaders in the mobile and wireless industry. He is author of three books as well.

Dr. Purdy currently is a member of the Program Advisory Board of the Consumer Electronics Association (CEA) which produces CES, one of the largest trade shows in the world. He is a frequent moderator at CTIA conferences and GSM Mobile World Congress. He also is a member of the Board of the Atlanta Wireless Technology Forum. Dr. Purdy has a B.S. degree in Engineering Physics from University of Tennessee, a M.S. degree in Computer Science from UCLA, and a Ph.D. in Computer Science and Exercise Physiology from Stanford University. He can be reached at

Disclosure Statement: From time to time, I may have a direct or indirect equity position in a company that is mentioned in this column. If that situation happens, then I'll disclose it at that time. 

J. Gerry Purdy, Ph.D., is Principal Analyst of Mobile & Wireless at MobileTrax LLC.
Dr. Purdy has been covering mobile, wireless, cloud & enterprise for the past 20+ years. He writes analysis and recommendations each week in an easy-to-read manner that helps people better understand important technology issues and assist them in making better technology purchasing decisions.

Disclosure Statement: From time to time, I may have a direct or indirect equity position in a company that is mentioned in a column. If that situation happens, then IÔÇÖll disclose it at that time.

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