company confidential contact center information package for new device first use flow 22 nd dec 2009

Company Confidential

Contact Center information package for new Device First Use flow

22nd Dec 2009

Company Confidential© 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials2

General information

• Service promotion• My Nokia- and Nokia pre-account created automatically at first device use • Possibility to complete Nokia Account at first Ovi feature use• Automatic tips and support communication

• The date of the first power-up will be recorded as part of Device First Use parameter setting (roll-out to devices starting P1 2010, full global deployment by end of Q1 2010).

• After latest Ovi Music release, user is able to activate Comes with Music service without username or password (and email address) and at the same time being able to download music right from device first time use (on Device First Use –enabled Comes With Music devices first starting in India and China)

• Selected My Nokia countries in scope (varies by device variants)

• Coming gradually to almost all Nokia devices. Already started with some new devices and with software updates to some existing devices

• Can be noticed/identified from the following illustrative startup flow (see next slides)


Welcome

To get the most out of your new device, you will receive FREE useful tips and support messages from Nokia.

By starting to use your device you accept the service terms in the sales package.

Welcome

Ok

MSISDN (mobile number), IMEI (device serial number), MCC & MNC and communication sign-up automatically stored and combined into one consumer profile in the back-end.

2

Nokia pre-account creation automatically, to enable easy Nokia account completion at first Ovi service use

3

Service promotion *) (for approx. 8 seconds)

Home screenHome screen

Lead service promotion, support messages from My Nokia, and Nokia pre-account creation at Device First Use flow

Tips and support messages automatically for all, easy to opt out later

Critical alerts for all

Promote

1

Initiate

Nokia hands etc

Nokia hands etc

Illustrative example only

*) Promotion screen visible globally, whereas Welcome screen in supported countries only

This device includes Maps for navigation

and other Ovi services by Nokia.


Welcome SMS after successful sign-up

Returning My Nokia member

New My Nokia member

To get the most out of your new device, you will receive FREE useful tips and support messages from Nokia.

By starting to use your device you accept the service terms in the sales package.

Welcome

Ok

Tips and support messages automatically for all, easy to opt out later through e.g. web, .mobi, contact center, "MYNOKIA STOP" SMS, click on unsubscribe link in email, or ‘Unsubscribe’ in My Nokia in-device application.

Critical alerts such as critical software updates, battery recall etc, opt-out does not stop this communication.

Disabling also critical alerts can be done by CC by removing user data from the Nokia backend system.

Illustrative only

Welcome to My Nokia,You will shortly start receiving free tips and support messages for your device via SMS.If you no longer wish to receive tips to your mobile, go to the My Nokia icon in your device and select Unsubscribe.

Welcome back,We hope you enjoy your new device as much as the previous one. To help, you will continue to receive free tips and support messages for your device.If you no longer wish to receive tips to your mobile, go to the My Nokia icon in your device and select Unsubscribe.


Nokia account completion at Device First Use• Consumer completes Nokia account by defining user name and

password at first service use (illustrated below)• If already has a Nokia account, old credentials can be used to sign in• My Nokia credentials not applicable for signing in to other services (if not

already combined with Nokia account)First Ovi service use in device, e.g. Maps favorites sync

Service enabled

Single sign-on completed

Account completion

Mobile number prefilled based on token

Illustrative only


Related information added in sales boxes:Updates and country variations to below text possibleThank you for choosing Nokia. By starting to use your device you begin your exciting journey with us. First use of your device To access the wide range of Nokia’s Ovi services a Nokia Account will be automatically created for you when you first use your device. You then only need to add personal user

information when accessing the services for the first time, after which you can manage your Nokia Account online.To help you to get the most out of your device and services, you will start receiving free personalized text messages from My Nokia with tips, tricks and support. You may

unsubscribe from these My Nokia messages at any time by following the information on the welcome message you receive shortly after activating your device, or by clicking the My Nokia icon in your device and selecting Unsubscribe.

Upon first use of your device and after you have updated the Nokia device software an activation text message will be sent to Nokia.Software updatesIf you update your Nokia device software the information described above in this notice still applies.To ensure you have the latest Nokia device software and applications, your device checks the availability of software updates from Nokia. If any are available you will be prompted

to approve their installation. You may disable automatic checking for updates through settings in your device. You may also install software through available software update channels.

Other important informationBy starting to use the device or when you update the Nokia device software you accept the Ovi Service Terms and Privacy Policy ("Terms") included in the sales box or as

otherwise made available to you.To provide you with the services described above your mobile number, device serial number and mobile subscription identifiers will be sent to Nokia upon first use of the device.

Some or all of the above information may also be sent to Nokia in connection with software updates. This information may be used as further specified in the Privacy Policy.This notice is not applicable and the welcome screen will not appear at first device use, if the service is not available in your country, software version or selected device

language.Normal charges for text messages and transmission of data will apply.

In addition to terms in sales boxes:

• This is an Ovi service device. Registration via SMS required. Operator fees, Ovi Service Terms and Privacy Policy apply. www.ovi.com

Legal Notice added on sales boxes:

• Ovi terms of use, Privacy policy and Device First Use terms can be found at:http://europe.nokia.com/get-support-and-software/download-software/device-software-update/terms

• This link is prompted also at NSU/Ovi Suite install when accepting sw terms of use


Roll-out plan

• Included in most of My Nokia supported countries• See My Nokia copuntries at: www.nokia.com/mynokia

• Coming gradually to almost all new Nokia devices. Started already with some selected new devices.

• Some of the existing devices are getting the new Device First Use flow with software maintenance releases.

© 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials7


FAQ• See the FAQ’s from the attached document:

Device First Use FAQ's


Reporting and Escalation

• Reporting:

• Siebel reporting regarding new phone startup and related registrations under product: “My Nokia”

• Escalation

• Use same escalation channel as in My Nokia cases

© 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials9

company confidential contact center information package for new device first use flow 22 nd dec 2009

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