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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
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
