MCE Systems and AT&T Land Gold Prize in 2025 U.S. Customer Experience Awards for 'Best Digital CX'
'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.'
One in five 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.
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.
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.
'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.'
The AT&T Device Help app can be accessed (U.S. Residents only) here.
About MCE
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®.
Hashtags
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Business Wire
an hour ago
- Business Wire
Phase II of 156-Unit Affordable Housing Community Begins Construction in Līhu‘e, Kaua‘i for Low-Income Families
LĪHU'E, Hawaii--(BUSINESS WIRE)--Hunt Capital Partners, in partnership with Mark Development and ʻIkenākea Development, announced the closing of Uahi Ridge Phase II, a three-story garden-style affordable housing community in Līhu'e, Kaua'i. Phase II adds 60 one-, two-, and three-bedroom affordable rental homes to its 96 units that are already under construction under Phase I, offering a total of 154 affordable homes for families and two manager's units. Phase I closed in August of 2024. 'With construction now underway, we look forward to the day when these affordable homes are complete and we can share in the joy they will bring to families in Līhu'e,' said Chris Flaherty at ʻIkenākea Development. The initiative serves as a critically needed addition to the region's housing infrastructure, providing relief for families who earn up to 30%, 40%, 50%, and 60% of the Area Median Income (AMI). The community will set aside a total of 14 homes for extremely low-income households at 30% of the AMI. Thirty-one of the homes will be supported by 20-year Section 8 project-based rental assistance contracts. 'We are grateful to the many partners, agencies and community members who worked alongside our team to bring Uahi Ridge to life,' said Chris Flaherty at ʻIkenākea Development. 'With construction now underway, we look forward to the day when these affordable homes are complete and we can share in the joy they will bring to families in Līhu'e.' Uahi Ridge emerges at a critical time as housing shortages continue to impact the economic and social fabric of Hawai'i. On Kaua'i, statistics reveal that the island faces a shortfall of 1,400 affordable homes for low-income residents, with median home prices exceeding $1 million, putting homeownership out of reach for many. Renters in Kaua'i County need to work 2.3 full-time jobs with the mean hourly wage of $19.92 per hour to affordably maintain a two-bedroom home with market-rate rents. "Uahi Ridge represents our commitment to bring affordable housing to families throughout Hawai'i's counties, Kaua'i now included," said Dana Mayo at Hunt Capital Partners. "We appreciate the opportunity to direct tax credit equity to assist our development partners in Hawai'i in delivering housing relief for low-income families. Access to affordable housing is critical to providing positive outcomes and enables local families to spend more of their hard earned income on other essential costs." The development team has thoughtfully designed the community and its homes, incorporating a variety of features that enhance its appeal. Residents will have access to an array of amenities, including two clubhouses, two central laundry facilities, on-site management, a playground, picnic areas, maintenance facilities, intercom entry security systems, and eight designated ADA-compliant units for enhanced inclusivity. Once completed, Uahi Ridge will be set to achieve LEED Silver certification by incorporating Energy Star-certified appliances, LED lighting, photo voltaic (PV) solar panels, and infrastructure for future electric vehicle (EV) charging stations. These features not only reduce environmental impact but also help lower living costs for residents by optimizing energy efficiency. The development team, Mark Development, Inc. and ʻIkenākea Development, brings with them an extensive background of affordable housing with communities developed across the state. In addition to their role as developer, Mark Development, Inc. will also serve as property manager. Goodfellow Bros, Inc. will be the general contractor for the site work, and Shioi Construction, Inc. will be the general contractor for the vertical construction. Bow Engineering and Development, Inc. is the civil engineer, and Marc Ventura AIA, LLP is the architect of record. To help make the development a reality, Phases I and II of Uahi Ridge utilize a cumulative $49.3 million in federal Low-Income Housing Tax Credits (LIHTCs), $24.65 million in Hawai'i state LIHTC, and $600,000 in Solar Tax Credits syndicated by Hunt Capital Partners, with JPMorgan Chase as the federal tax credit investor and First Hawaiian Bank as the state tax credit investor. Uahi Ridge is the result of a public-private partnership with financial support from American Savings Bank, Kaua'i County, and the Hawai'i Housing Finance Development Corporation (HHFDC) through its Rental Housing Revolving Fund. Environmental Social and Corporate Governance ('ESG') Investing Hunt Capital Partners recognizes that its institutional investors are seeking to increase the social value of their investments to help further their ESG initiatives. Investment in affordable housing improves the living conditions of its residents. It helps remove obstacles that impede creation of a healthy, safe, and stable home environment for low-income families and seniors' families spend less on housing-related expenses, they have more resources for other essentials such as food and clothing, extracurricular activities, and educational programs. One of the most significant benefits of providing quality affordable housing is an increase in an individual's physical and mental health. Hunt Capital Partners' affordable housing investments create a lasting effect on the people and communities they serve for generations to come. About Hunt Capital Partners Hunt Capital Partners (HCP) is the tax credit syndication division of Hunt Companies, Inc. (Hunt). HCP specializes in the sponsorship of Federal and State Low-Income Housing, Historic, and Solar Tax Credit Investments funds. Since its inception in 2010, HCP has raised over $3.9 billion in tax credit equity in over 48 proprietary and multi-investor funds, financing development in 48 states and territories. Founded in 1947, Hunt is a privately held company that invests in businesses focused in the real estate and infrastructure markets. The activities of Hunt's affiliates and investors include investment management, asset management, property management, development, construction, consulting and advisory. For more information on HCP, please visit or for Hunt, please visit
Business Wire
an hour ago
- Business Wire
Continual Engine Collaborates with Colorado Municipalities to Advance Document Accessibility Compliance
AUSTIN, Texas--(BUSINESS WIRE)--States and local governments face increasing pressure to make public-facing documents accessible, but must do so at scale, with limited budgets and internal resources. Colorado municipalities are now turning to PREP, Continual Engine's AI-powered platform, to bridge that gap. Continual Engine, a leader in AI-powered digital accessibility solutions, has announced a collaboration with municipalities across Colorado to streamline document accessibility compliance. Through this partnership, Continual Engine 's platform, PREP (PDF & Document Remediation Platform), is helping local governments to remediate public-facing documents more efficiently and cost-effectively, supporting compliance with Colorado's HB 24-1454 and broader accessibility standards such as the ADA, Section 508, WCAG, updated Title II regulations, and more. The partnership reflects a broader trend where U.S. municipalities are seeking scalable, cost-effective solutions to meet digital accessibility requirements amid staffing and resource limitations. By automating over 90% of the document remediation process, PREP significantly reduces manual workload while ensuring compliance and accuracy. Summer Quintana Rapp, IT Tech & Communications Administration Assistant & ADA Compliance Coordinator, Saguache County, states, 'PREP has significantly reduced both the time and cost involved in making our municipal documents accessible. What once took weeks of manual effort is now completed in a fraction of the time. It helped us keep pace with compliance demands without overextending internal resources." How Municipalities Are Using PREP to Meet Accessibility Mandates Municipalities are leveraging PREP to address rising compliance requirements. With automation at its core, PREP reduces the time, cost, and effort typically associated with document remediation, enabling even resource-constrained local governments to meet accessibility mandates at scale. PREP has processed millions of documents, saved tens of millions in remediation costs, and helped municipalities, from small towns to large cities, meet accessibility mandates. The platform combines advanced automation—tagging, alt text generation, and scanned form conversion—with flexible deployment options (cloud, on-premise, or hybrid). It supports multiple formats, handles complex tables and visuals, and ensures compliance at scale. To support municipalities with urgent or complex projects, PREP also offers dual workflows—self-service remediation for internal teams or document outsourcing to Continual Engine's accessibility experts via a secure platform. Accessibility Assurance with Screen Reader Simulation PREP integrates screen reader previews directly into its remediation flow, enabling government staff to detect and resolve accessibility gaps before publishing materials like emergency alerts, meeting minutes, or budget reports. Mousumi Kapoor, Founder and CEO of Continual Engine, says, 'Municipalities today are navigating evolving accessibility regulations, rising digital expectations, and increasing public scrutiny. We designed PREP to be a dependable partner in that journey, helping local governments accelerate accessibility, reduce operational burden, and deliver real, lasting impact.' About Continual Engine Continual Engine is an award-winning artificial intelligence (AI) technology company dedicated to building smarter, affordable, and scalable solutions for digital accessibility. Its platform, PREP, supports enterprise-level document remediation needs across diverse industries including municipalities, government, education, healthcare, and finance, by leveraging AI and human expertise to deliver scalable accessibility. For more information, visit
Business Wire
an hour ago
- Business Wire
New Data From Fidelity Investments® Reveals Confidence Among Self-Directed Investors Despite Tumultuous Trading Year
BOSTON--(BUSINESS WIRE)--Recent bouts of market volatility aren't dimming investor confidence, as nearly two-thirds of self-directed traders expect their portfolios to perform the same or better in the coming months, according to Fidelity Investments' inaugural State of the American Investor study. That said, as investors gain more experience, they also develop a more pessimistic outlook and lower risk tolerance, likely after trading through a longer history of market fluctuations. Fidelity's inaugural study analyzed sentiment and behaviors of 'DIY investors,' or those who manage their own portfolios, revealing insights into how American investors are finding opportunities for growth while limiting losses and testing new trading strategies. Despite nearly half of self-directed investors predicting the market will perform worse in the next 12 months, most (64%) believe their own portfolios will perform the same or better in the same time period. This trading confidence translates into action, with nearly half of self-directed investors surveyed saying they see dips in the market as opportunities to invest more. This finding aligns with the behaviors of Fidelity's traders, who maintained a buy-sell ratio of 1.83 during the market upheaval in April 2025 1. 'Navigating shifting market conditions can be daunting for even the most experienced investors,' said Josh Krugman, SVP, brokerage at Fidelity Investments. 'Whether they've been investing for more than a decade or only recently started trading, the strength of Fidelity's platform and the depth of our capabilities provide traders with the tools, timely insights, and resources they need to be confident investors.' Tenured investors display caution and seek stability, while newer investors focus on gaining knowledge and high-growth opportunities Nearly half of tenured investors (those with more than 10 years of experience actively investing) are prioritizing limiting losses in the year ahead, while the top priority for newer investors (those with 5 or fewer years of investing experience) is to advance knowledge about new asset types or complex trading strategies. To accomplish their more conservative goals, seasoned investors plan to seek out more stable investments and are approaching this year with more caution, as 35% indicate they have a lower risk tolerance in 2025 than they did last year. Newer investors are more bullish than their seasoned counterparts, with nearly half indicating they plan to seek out higher-growth stocks in 2025. They are also more likely to say they are familiar with non-traditional assets and advanced income-generation strategies, including covered calls, bond ladders and fully paid lending. Tenured investors, on the other hand, are more familiar with more traditional investment vehicles that provide income such as dividend-paying stocks and high yield money market funds, leaving opportunity for even the most tenured investors to increase their confidence when it comes to income strategies. Newer investors are also planning to seek out more non-traditional assets in the year ahead: 69% of newer investors say they are confident in investing in non-traditional assets, compared to 29% of seasoned investors 72% of newer investors say they are familiar with crypto, compared to 35% of seasoned investors 48% of newer investors say they are seeking out higher growth stocks in the year ahead, compared to 30% of seasoned investors Newer investors are 5 times more likely than seasoned investors to plan to start using margin and option trading strategies for the first time during the next 12 months. Notably, the study found a correlation between tenure and expectations, as traders with more experience expressed less optimism about the future performance of both the stock market and their own portfolios. However, these investors are more likely to understand the natural gyrations of the market, with 69% saying market volatility is to be expected, compared to 46% of newer investors. Another key differentiator between newer and tenured investors is where they source their investing advice. More than 1-in-3 newer investors admit they make most of their investing decisions from social media, compared to just 1-in-10 of tenured investors. This is a note of caution for newer investors: while social media can be a vehicle for sharing investing information, nearly half of newer investors also say they have made a bad investment decision based off information from social media, which is why it's critical to seek out reputable sources for education and trading ideas. How investors achieve success The study also uncovered insights on the makings of a successful investor. With 86% of self-directed investors saying they have felt successful in recent years, it's worth examining how this group approaches trading. Notably, they are less likely to sell their investments during dips in the market and are more likely to agree market volatility is to be expected. Self-described successful investors also prioritize different factors when making an investment decision, with the investment's historical performance as the top factor. Investors who say they've felt unsuccessful prioritize general market sentiment. These less confident investors are also more likely to consider news coverage, social sentiment or influencer recommendations when evaluating an investment. Additionally, investors who say they are successful are much more likely to be comfortable in the amount of risk they take with their portfolios, with 85% indicating they take on the right amount of risk for their goals, compared to 67% of 'unsuccessful' investors. 'Identifying the right mix of investments to meet financial goals constantly evaluating risk and reward,' said Krugman. 'Often, we hear from clients that they want help understanding how to take advantage of more advanced strategies like income generation from fully paid lending or exploring multi-leg options trades. Our platform combines the education, insights and trading tools these clients need to build confidence and feel successful.' Resources to build investor confidence and enhance outcomes As investors grow their portfolios and enhance their investing know-how, Fidelity has tools, research, and coaching available to support self-directed investors of all levels and tenures in meeting their financial goals. For investors looking to make sense of the markets and the economy, Fidelity Viewpoints® share perspectives on everything from how to evaluate a stock to how to get started investing. For traders looking for professional guidance on trading topics: Fidelity's Trading Strategy Desk® offers daily market briefings, sessions on managing risk and options strategies, overviews of trading tools and technical analysis, as well as live Q&A with Fidelity professionals. For those looking to build their options expertise, Options Strategy Builder takes traders through the process of placing an options trade step by step; or for more experienced options traders, Fidelity's options profit/loss calculator models outcomes for single and multi-leg strategies. For those seeking a simple way to manage an income stream with bonds, the Fixed Income Dashboard helps investors understand their portfolio's composition and analyze cash flows. For investors diving deeper into crypto, Fidelity's Covering Crypto Livestreams share explainers and analysis on crypto markets. For live market data and powerful analysis tools built into the web experience on Fidelity Trading Dashboard helps bring trading strategies to life. For traders looking for a macro analysis on current events, weekly Market Sense webinars feature Fidelity professionals analyzing market events and discussing how economic and policy shifts impact investments. About the 2025 State of the American Investor Study This study presents the findings of a national online survey, consisting of 2,007 U.S. adults, 18 years of age and older with a household income of $25,000 or more, at least $25,000 in investable assets outside of retirement and real estate, and use at least one financial firm or online trading platform for investing outside of retirement. Interviewing was conducted April 15 – 24, 2025, by Big Village, which is not affiliated with Fidelity Investments. The results may not be representative of all adults meeting the same criteria as those surveyed. The theoretical sampling error for all respondents is +/- 2.1 percentage points at the 95% confidence level. Smaller subgroups will have larger error margins. Fidelity was not identified as the sponsor of this study. About Fidelity Investments Fidelity's mission is to strengthen the financial well-being of our customers and deliver better outcomes for the clients and businesses we serve. Fidelity's strength comes from the scale of our diversified, market-leading financial services businesses that serve individuals, families, employers, wealth management firms, and institutions. With assets under administration of $16.4 trillion, including discretionary assets of $6.4 trillion as of June 30, 2025, we focus on meeting the unique needs of a broad and growing customer base. Privately held for 79 years, Fidelity employs more than 78,000 associates across the United States, Ireland, and India. For more information about Fidelity Investments, visit Investing involves risk, including risk of loss. Views expressed are as of the date indicated, based on the information available at that time, and may change based on market or other conditions. Unless otherwise noted, the opinions provided are those of the speaker or author and not necessarily those of Fidelity Investments or its affiliates. Fidelity does not assume any duty to update any of the information. In general, the bond market is volatile, and fixed income securities carry interest rate risk. (As interest rates rise, bond prices usually fall, and vice versa. This effect is usually more pronounced for longer-term securities). Fixed income securities also carry inflation risk, liquidity risk, call risk and credit and default risks for both issuers and counterparties. Lower-quality fixed income securities involve greater risk of default or price changes due to potential changes in the credit quality of the issuer. Foreign investments involve greater risks than U.S. investments, and can decline significantly in response to adverse issuer, political, regulatory, market, and economic risks. Any fixed-income security sold or redeemed prior to maturity may be subject to loss. You could lose money by investing in a money market fund. An investment in a money market fund is not a bank account and is not insured or guaranteed by the Federal Deposit Insurance Corporation or any other government agency. Before investing, always read a money market fund's prospectus for policies specific to that fund. Options trading entails significant risk and is not appropriate for all investors. Certain complex options strategies carry additional risk. Before trading options, please read Characteristics and Risks of Standardized Options. Supporting documentation for any claims, if applicable, will be furnished upon request. Fidelity Brokerage Services LLC, Member NYSE, SIPC, 900 Salem Street, Smithfield, RI 02917 Fidelity Distributors Company LLC, 900 Salem Street, Smithfield, RI 02917 National Financial Services LLC, Member NYSE, SIPC, 245 Summer Street, Boston, MA 02205 1218415.1.0 © 2025 FMR LLC. All rights reserved
