Creating the Ideal Consumer Experience
Mobile Complete’s Consumer Experience Management Suite (CEMS), built on our innovative device interaction technology, Direct-To-Device™, enables users to experience and interact with virtual mobile devices over the Internet. Unlike Flash-based or other simulation technologies, CEMS automatically creates a complete phone map, using direct output from the LCD of an actual device. Users can “press” keys, view screens and hear sounds, just as if they had the actual device in their hands.

Consumer Experience Management Suite
CEMS’ product modules enable you to dramatically improve consumer education by offering interaction with handsets, either online or through retail kiosks. In addition, CEMS fully equips your sales and support staff so that they are knowledgeable about features and capable to diagnose and solve problems.

Pre-purchase / Education Modules
Online Retail: Provides consumers interactive access to handsets through your website. Instead of wondering what products best suit their needs, consumers can try out handsets, applications or services before they buy – from their computer desktops. Customers who have fully experienced a product prior to purchasing are more likely to be satisfied with their decision, which reduces returns and post purchase support needs.

In-store Retail (Kiosks): Offers in-store access so users can try handsets, applications or services before they buy. Customers will leave your store with a better understanding of their new phone’s or new application’s features and functionality, leading to increased use of these features and reduced need for post-purchase support.

Post-purchase / Support Modules
Customer Care: Enables customer support teams to diagnose and solve more complex issues. Currently, without having a copy of the actual phone on hand, customer support reps have only user manuals to try to decipher a user’s problem. CEMS puts actual phone models right on the support personnel’s computer screen enabling them to simultaneously experience what the user sees in real-time.

Online Help: Provides interactive tutorials for each new phone model to help new users understand how to operate their devices and use advanced features.

Additional CEMS Benefits
Integrated technology platform: CEMS provides a platform upon which you can continue to easily add new devices and device-specific content for each application. In addition, because CEMS is an integrated deployment, adding a new device or new content to any of the product modules renders it available for all product modules.

Internal training: Employees access the latest handsets and get familiar with their functionality – at any time over the Internet. This enables customer support to be more knowledgeable and salespeople to have up-to-date information on new devices and their features.

Accessibility: Give your whole internal organization, plus all of your customers, access to a new phone with just one physical device. CEMS virtual phones can either be hardware based (one device:one user) or software based, in which case thousands of users can concurrently access the same handset.

Support for pre-launch devices: Similarly, with just one copy of a prelaunch device, CEMS’ full interactive functionality can train internal employees and help you generate buzz through your online retail site and kiosks prior to commercial availability.

Direct-to-Device plus Phone Mapping Technology

• Direct-to-Device proprietary software allows the access to all device inputs (key presses; touch screen taps) and outputs (video screens, audio, vibration, backlight, etc.)
  
• Phone Mapping charts out the entire device menu, sub-menu and each individual application, associating all key presses with resulting screens, creating a “soft” phone
• Users view the phone on their computer screens, click or touch any phone input and navigate through the device as if the actual phone was in their hands
• Because Direct-to-Device utilizes direct connections to the input/output of devices, our CEM Suite supports any handset, OEM, OS, platform, application and network

Provide Virtual Access to Any Handset. At Any Time. Over the Internet. Deployment Options

Virtual Devices: Use “soft” phones to provide device interaction to multiple concurrent users; retail, online help, tier 1 customer support teams

Real Devices: Complement “soft” phones with actual devices for the less frequent and more complex issues: use for tier 2 or tier 3 customer support teams or internal training.

Improve the Consumer Experience with CEMS
Provide tools for internal teams and external customers to create an ideal consumer experience. Improve product support and enrich the customer’s experience through fully interactive handsets. Offered over the Internet CEMS is a complete platform that enables your organization to better educate and support consumers as they increasingly utilize the capabilities of the mobile phones of today and the future.