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Motorola Automates Complex Issue Resolution with Updated eCare Software Solution


Real-time, desktop-to-desktop customer care tool helps resolve tech-support inquiries with new Managed Scripts

Horsham, PA .– Motorola, Inc. (NYSE: MOT) today announced a new version of its eCare customer support application, adding versatility and secure functionality to improve the quality and efficiency of web-based call center resolution. Motorola’s flagship customer care tool for remote management and control of the desktop, eCare 5.2 adds Managed Scripts to enable network device and operating system interaction and beyond, with more speed and consistency.

“With Motorola’s eCare solution, our customers get the advantage of virtual eyes and fingers solving a problem, helping to reduce call times by an average of more than 60 percent ,” said Alan Lefkof, corporate vice president and general manager, Motorola Broadband Solutions Group. “The new Managed Scripts component allows for issues to be solved even faster and more effectively, ultimately leading to more satisfied customers and enabling the accelerated delivery of personal media experiences.”

Whether highly complex or routine incidents, scripts – a sequence of system level computer instructions – allow technical support specialists’ to resolve customer issues, regardless of their experience level. In turn, end users receive more efficient service and faster incident resolution.

Motorola’s eCare 5.2 builds on previous, trusted versions of the cross-platform, web-enabled interactive support solution. Managed Scripts is a complete tool framework to permit the deployment of specific knowledge at the front lines of customer service. Motorola has enabled the complete creation, upload, specialist readiness, deployment, security, and audit trail of scripts.

The new version of eCare also enables server-based file transfers, ensuring that shared information remains consistent while minimizing the risk of virus transmission. eCare’s optional integration server offers bi-directional data transport and implements quick and easy integration with CRM and trouble-ticketing applications.

Motorola’s eCare customer care solution enables technical support specialists to extend expertise across the Internet and resolve incidents through a client desktop. eCare scales easily and affordably within any help desk environment and budget, and is available as either a licensed server or hosted solution. With Motorola’s product training and ongoing support options, customers enjoy the benefits of eCare within the shortest possible time.

As Motorola delivers personalized, rich media experiences to consumers, eCare is yet another optimized capability Motorola offers to deliver and manage rich-media and video services across next generation networks.


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