& cplSiteName &

AetherPal's Device Diagnostics Spawn New Uses

Sarah Thomas
6/3/2014
50%
50%

NICE, France -- TM Forum Live! -- Startup AetherPal introduced new Device Diagnostics here this week that have operators thinking what else they can do with the remote smartphone monitoring technology.

The company came on the scene four years ago with a Secure Remote Control that lets an operator's support team remotely log into a user's phone, once permission is granted, to figure out and fix problems, much like they would on a PC. It has since signed up several operators to embed the app, including two Tier 1 US operators, one revealed to be Verizon Wireless .

Now AetherPal is adding in Device Diagnostics, what it calls a "big data" device platform that automatically collects data for technical support once a call is initiated. It is working towards enabling the operator to automatically correct problems by collecting, aggregating, and analyzing enough data to more quickly understand what the problem might be and why.

So if, for example, Candy Crush was consuming too much memory on a phone, the operator would know the average CPU utilization and realize this particular instance was too high. It would be able to push out a fix or kill the app, something it could do without requiring any action on the consumer's part.

This is a huge potential cost saver for service providers. According to Heavy Reading research, the typical call into a call center runs about $8 for the service provider. When it's a call about a smartphone, however, it's more like $25 to $30 due to the complexity of the typical requests and lack of visibility.

Helping operators achieve this ROI is AetherPal's plan, and that's what attracted former venture capitalist Daniel Deeney to take over as CEO in October rather than just be part of the $6 million round his firm, New Venture Partners, helped invest.

"Remote control is well understood and operators are also asking how to be more predictive and proactive about device care," Deeney said. "It improves the entire customer experience and feels like operator really understands the problem."

Beyond device diagnostics
But what Deeney is realizing is this is just the tip of the iceberg for what operators envision for the platform. Deeney calls Device Diagnostics big data, because the operators want to collect all the data from the handset about customer usage, which is something AetherPal can do given its real estate in phones.

Deeney said that a couple of operators have asked the company to think about targeted mobile ad use cases around device diagnostics. Rather than just give permission when support is needed, an operator would ask them to opt-in when the app installed. Today, those programs, like Verizon Select or Sprint Corp. (NYSE: S)'s Pinsight Media, rely on network elements like routers and switches for data, Deeney explained, but AetherPal could add in the device angle.

"We would pull device data, and it would all go into the same platform and a Guavus or Zettics would run analytics on top," Deeney said. "The device becomes a big data platform."

Another use case Deeney is being asked about is analytics over WiFi. Currently, operators lose track of a customer once he or she offloads to WiFi, but AetherPal doesn't. It can provide data on WiFi customer usage and trends data back to the operators.

Deeney is quick to point out that AetherPal only works with the mobile user's permission. It only begins pulling data when permission is granted, a safeguard made all the more necessary by the CarrierIQ scandal. As it expands its use cases, it wouldn't leave the privacy decisions up to the operator either. It has controls built in that can turn on or off the app and dictate how it is used. Operators have to meet its privacy policy even before their own. (See Carrier IQ: We Don't Record Keystrokes.)

For his part, Deeney is excited about another potential use case for AetherPal: other connected devices, especially telematics. AetherPal is in talks with a number of large car manufacturers about embedding its platform, although he said the customer could just as easily be the operator providing connectivity to the car.

"We are doing some smart home, like setting up and configuring Android TVs, but it's still fragmented; still early days," Deeney said. "We're monitoring it and figuring out use cases. Connected car is much clearer."

— Sarah Reedy, Senior Editor, Light Reading

(1)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
Educational Resources
sponsor supplied content
Educational Resources Archive
From The Founder
Cisco's Conrad Clemson, recently promoted to head up the company's Service Provider Apps & Platforms developments, talks to Light Reading's Founder and CEO Steve Saunders about how he's bringing cloud video, mobile and virtualization together to empower network operators.
Flash Poll
Live Streaming Video
Charting the CSP's Future
Six different communications service providers join to debate their visions of the future CSP, following a landmark presentation from AT&T on its massive virtualization efforts and a look back on where the telecom industry has been and where it's going from two industry veterans.
LRTV Interviews
MWC 2017's Key 2-Letter Terms

2|20|17   |   08:29   |   (1) comment


5G, AI, VR... these are just some of the two-letter terms that will dominate show-floor chat at MWC 2017 in Barcelona, according to these two blow-hards (a.k.a. Scott Bicheno of Telecoms.com and Light Reading's Ray Le Maistre). And then there's PB...
LRTV Interviews
Key Trends for Mobile Operators in Developing Markets

2|20|17   |   06:37   |   (0) comments


Ovum's Matthew Reed talks to Scott Bicheno from Telecoms.com about the challenges and opportunities facing mobile operators in the developing markets of Africa and the Middle East.
LRTV Documentaries
YouTube Takes on Facebook Live-Streaming

2|17|17   |     |   (0) comments


Popular 'YouTubers' will be the first to get the new service on their smartphones. You have been warned.
LRTV Custom TV
Open Source NFV/SDN Automation

2|17|17   |   05:54   |   (0) comments


AT&T ECOMP (Enhanced Control, Orchestration, Management and Policy) code is transitioning into the Linux Foundation for placement into open source. In this video, Carol Wilson provides an update on the maturation of open source ECOMP and meets with industry leaders from AT&T, Bell Canada, Orange, Linux Foundation and Amdocs to discuss what this means for the ...
LRTV Documentaries
Uber & NASA Collaborate on Flying Car Project

2|16|17   |     |   (0) comments


Is Uber for real? Well, it's hired NASA engineer Mark Moore to lead the project, and he wouldn't come cheap.
LRTV Documentaries
Zuckerberg Tries Out the Oculus Rift VR Glove

2|15|17   |     |   (0) comments


Facebook CEO shows off a new way to interact with the Oculus Rift virtual reality headset: an Oculus glove.
LRTV Custom TV
Huawei Digital Transformation Forum 2017

2|10|17   |     |   (0) comments


Here's a preview of the upcoming Huawei Digital Transformation Forum taking place in Barcelona with trending telecom topics like cloud, IoT, 5G and much more!
Telecom Innovators Video Showcase
Dan Sahar of Qwilt on Open Edge Cloud Platform

2|8|17   |   08:38   |   (0) comments


Dan Sahar, Qwilt's co-founder, sits down with Steve Saunders of Light Reading for a conversation about Qwilt's Open Edge Cloud platform and the new role of service providers in application and content delivery.
LRTV Documentaries
ZeroStack's 'Self-Driving Cloud'

2|7|17   |   01:09   |   (0) comments


Its Z-Brain tech automates day-to-day management and long-term planning for hybrid clouds.
Telecom Innovators Video Showcase
Nominum's Craig Sprosts on DNS & Cybersecurity Trends

2|7|17   |     |   (0) comments


Nominum's Craig Sprosts talks about the fast-changing landscape of cybersecurity with Steve Saunders of Light Reading. Sprosts touches on the trend of the rise of ransomwares, rivals of IoT base attacks, and mobile network security. He also discusses the realization of the importance of IoT security after a recent cyber attack that paralyzed several major ...
LRTV Documentaries
China Moves Towards Mixed Ownership of Telcos

2|1|17   |   01:10   |   (0) comments


Chinese authorities are promoting new ownership models in order to raise capital.
Shades of Ray
What to Expect at MWC 2017

1|31|17   |     |   (0) comments


5G is set to dominate as the key buzz term at this year's Mobile World Congress but there are other pressing 4G matters to address.
Upcoming Live Events
March 21-22, 2017, The Curtis Hotel, Denver, CO
March 22, 2017, The Curtis Hotel, Denver, CO
March 22, 2017, The Curtis Hotel, Denver, CO
May 15-17, 2017, Austin Convention Center, Austin, TX
May 15, 2017, Austin Convention Center - Austin, TX
June 6, 2017, The Joule Hotel, Dallas, TX
All Upcoming Live Events
Infographics
With the mobile ecosystem becoming increasingly vulnerable to security threats, AdaptiveMobile has laid out some of the key considerations for the wireless community.
Hot Topics
T-Mobile CEO: M&A Coming but Not Quite Yet
Dan Jones, Mobile Editor, 2/14/2017
Is the Time Right for a Cisco/Ericsson Wedding?
Ray Le Maistre, Editor-in-chief, 2/17/2017
Nice to See at Least One CSP Taking My Advice
Mitch Wagner, Editor, Enterprise Cloud, 2/17/2017
Charter Launches 5G Field Trials
Mari Silbey, Senior Editor, Cable/Video, 2/16/2017
Cloudifying the Communications Network
Prayson Pate, CTO, Ensemble, ADVA Optical Networking, 2/16/2017
Like Us on Facebook
Twitter Feed
BETWEEN THE CEOs - Executive Interviews
Light Reading founder and CEO Steve Saunders chats with Sportlogiq CEO Craig Buntin about sports data analysis.
Eyal Waldman, CEO of Mellanox Technologies, speaks to Steve Saunders, CEO of Light Reading, for an exclusive interview about the 100 GB cable challenge, cybersecurity and much more.
Animals with Phones
Live Digital Audio

Playing it safe can only get you so far. Sometimes the biggest bets have the biggest payouts, and that is true in your career as well. For this radio show, Caroline Chan, general manager of the 5G Infrastructure Division of the Network Platform Group at Intel, will share her own personal story of how she successfully took big bets to build a successful career, as well as offer advice on how you can do the same. We’ll cover everything from how to overcome fear and manage risk, how to be prepared for where technology is going in the future and how to structure your career in a way to ensure you keep progressing. Chan, a seasoned telecom veteran and effective risk taker herself, will also leave plenty of time to answer all your questions live on the air.