Mobile Pendant for Live Agent Monitoring
A live agent monitoring provider needed a full technical evaluation of an existing product line, along with engineering and certification support.
For a live agent monitoring provider, device failure isn't a customer service problem but a safety issue. Their mobile pendant PERS product line sits at the intersection of medical alert and lone worker safety. When a user presses that call button, the device must work with no exceptions.
Our client's existing pendant line was underperforming. Antenna performance was inconsistent, RF design had not been optimized for the environments where the devices were deployed, and certification viability was at risk. Their manufacturing partner was telling them everything was fine, but that wasn’t true; our client simply did not yet have the technical standing to prove it. They needed an engineering partner who could diagnose what was wrong, to quantify it, and to help them act on it.
The Solution
Device Solutions began with a full technical evaluation including test plan development, contract and specification review, and performance testing across the pendant line. The findings were clear: antenna performance was suboptimal, RF design needed remediation, and certification viability was compromised. The manufacturing partner's assurances didn't hold up against the data.
Device Solutions gave the client an accurate picture of what was wrong and the technical evidence to act on it. From there, the team executed the remediation:
1.) Antenna Design & RF Optimization
Tested configurations for optimal performance and provided antenna design guidance that improved connectivity across real-world deployment environments.
2.) Certification
Led the product through AT&T 4G LTE cellular carrier certification, resolving the compliance risk that had been misrepresented as a non-issue.
3.) Vendor Negotiation Support
Equipped the client with the technical documentation and standing to challenge their manufacturing partner's claims directly and negotiate from a position of evidence.
The Results
The pendant line was certified, the RF performance issues were resolved, and the client now had an independent technical assessment of their product along with the standing to have a more informed conversation with their manufacturing partner.
The client described the engagement directly:
"Our manufacturing partner insisted that everything was rainbows and ponies. And, in reality, it was not rainbows and ponies - it was a hot mess. Device Solutions helped us. We had a lot of self-doubt; we didn't feel that we were sophisticated enough or were equipped to tell these partners, 'No, you're wrong.' Device Solutions not only helped us do that, but they gave us the confidence to do so moving forward by having a partner that can go to bat for us." Director, Live Agent Monitoring Provider
Device Solutions is now their go-to engineering firm.
The Summary
Technologies & Services
Cellular (4G LTE)
Antenna Design & RF Optimization
Low-Power Battery Systems
Performance Analysis & Field Testing
Certification Support
Technical Vendor Negotiation
Recognition & Outcomes
AT&T 4G LTE cellular carrier certification achieved
RF and antenna performance issues identified and resolved
Client equipped with independent technical assessment for vendor engagement
Device Solutions retained as ongoing engineering partner