MCE Systems and AT&T Land Gold Prize in 2025 U.S. Customer Experience Awards for "Best Digital CX"
Both organizations have been recognized for transforming AT&T customers' mobile device troubleshooting experience and driving better operational outcomes
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DALLAS — MCE Systems, the leader in digital-first Device Lifecycle Management (dDLM) solutions, officially announces that it has received the U.S. Customer Experience Awards (USCXA) highest accolade for 'Best Digital CX or Transformation' in collaboration with AT&T. This gold award recognizes the implementation of AT&T's Device Help app and its impact on customer mobile device experience and customer support operations.
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'This is a proud moment for MCE and highlights the importance of on-device diagnostics, which forms the foundation of our platform,' says Yuval Blumental, CEO and co-founder of MCE. 'It is thanks to an innovative organization in AT&T that we earned this recognition together. AT&T recognized the real value of self-service tools to reshape the customer experience for the better and drive real operational impact on the telco business.'
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One in five
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customers will experience a device issue that requires troubleshooting. In response, mobile operators (MNOs) have introduced self-help systems to handle device issues. However, traditional troubleshooting tools are often limited in scope and tend to use surface-level recommendations that lack contextual solutions to the customer's problem – which can extend resolution times and customer frustration.
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MCE data shows that nearly two thirds of customers prefer resolving issues independently through an app and 74 percent want the ability to quickly diagnose and fix problems using self-service tools. With MCE's support, AT&T set out to transform device troubleshooting by creating a user-intuitive, digital journey that enables customers to resolve their device issues quickly and on their own schedule.
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The Device Help app addresses device problems through three core functions: proactive management of device health, pinpointing faults and resolving them with targeted, guided solutions. The solution combines MCE's diagnostics platform with AT&T's device knowledgebase to support customers achieving a quick, highly satisfactory resolution. The self-help pathway also reduced support interactions and improved operational efficiency.
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'With smartphones so ingrained in the fabric of customers' everyday lives, it's essential that AT&T provide them the tools to ensure they're working at their best,' says Jeff Howard, Vice President Wireless Device and Accessory Partnerships at AT&T. 'MCE has been an essential partner in helping us bridge the gap between our understanding of our customers and the technology required to meet their expectations – giving them the support they need when they encounter a device issue.'
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About MCE
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Since 2005, MCE has been pioneering software and technology solutions for mobile operators and their partners in the telco and device ecosystem helping accelerate digital transformation of device-related journeys. Our mission is simple: Mobilize better Customer Experiences. We turn device-related headaches into competitive advantages with our end-to-end digital-first Device Lifecycle Management platform (dDLM). This AI-led, omnichannel platform delivers game-changing experiences across all device-related customer journeys – driving business velocity, margins, and NPS. MCE is a proven technology partner and highly acclaimed for its world-class products, innovation, and implementation through eleven straight gold awards – most notably at The Stevie Awards®.
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