MB connected and CUE

MB connected

As telematics solution provided by Benz, MB connected is very similar with BMW ConnectedDrive, both provides I/I/E call solutions, RTTI etc. But unlike BMW CD, the service activation mode is more like onstar's, the system can place call even without activation the account, the call can only reach to call center but without any vehicle information. Unlike iDrive system, MB's embedded computer has the dialing pad, which greatly increase the flexibility for the user to interact with IVR system. And i/b/e call is designed as three buttons which also greatly facilitate to service request process. And in back-end, it seemed that MB has the same CC structure as BMW does, icall center and CIC, and icall is not responsible for guiding the customer how to use on vehicle computer or any icall irrelevant questions, instead the agent would forward this request to CIC or somewhere where/who can answer this question. The call is transferred by agent so the customer does need to dial again the 400 number. This is sth that better to be improved, since right now MB's activation ratio is very low, %0.3 only, if such basic requirement takes more than 15 min to have the answer, the customer would get annoyed or even angry somehow.

Another very big problem for MB is that, the screen is too small, when you are driving, it is really hard to see anything clear on that screen, even it is a touch screen but it really feels suck.(the testing car is a top luxury E series...) And because of sales consultant's insisting, we have no chance to test its e-call service, when we did last time for e-call, the agent can not see the vehicle position they need ask the driver to grant them to do so by oral confirmation, then some DTMF likewise voice was heard from the phone, the GPS info is sent thru voice channel, then agent can see us. But this time, the icall agent can see us when we are calling and when she sent POI to us no service interrupted, maybe MB did something to change its data transmission method, maybe use SMS instead of 3G data channel. 

On vehicle computer

CUE

Cadillac's GUI for onstar, fancy looking, the same onstar service. They even provides three differences dash board GUI, which would greatly attract some young men. And I also found that only Cadillac at least from my experience, only highlight its onstar or CUE services to customers. I've seen it a little in Buick and Chevrolet dealer's shop but not like Cadillac, they even build a specific area only for CUE. But I noticed a very notable fact, it will take more 20 sec to get the onstar to make the call to ecall center, last time I did not try this in Chevrolet, (20 sec after, some music playing in the phone...). It takes too long to life saving service. 

CUE system

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