This brochure explains that device-related issues remain a major driver of telecom support demand, estimating they account for 20–40% of customer service calls, and positions Enghouse DMS and Tweakker as “device intelligence” tools to reduce these costs by empowering both subscribers and agents. It describes direct integration with an operator’s network to detect devices and SIM swaps and automatically trigger actions such as APN configuration messages, sending device-guide URLs, app store linking, and proactive outreach for known device or service issues (pages 1–2). It also presents an optional customer care interface that lets agents look up a subscriber by MSISDN to see accurate device detection history, pull device-specific guides and configuration details, and share settings in real

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