MCE Systems Wins Mobile Breakthrough Award for ‘Mobile App Innovation of the Year’

MCE Systems, the leading provider of the AI-native experience layer for communications service providers, has been named the winner of the “Mobile App Innovation of the Year” award in the 2026 Mobile Breakthrough Awards program. The award recognizes the company’s Device Intelligence technology and “Eva,” MCE Systems’ agentic AI agent, which uses real-time device signals, customer context and CSP priorities to engage customers about their mobile device experience.

“Customers see their carrier’s app as a place to manage basics, but not necessarily one of broader value, to solve the frustrating issues,” said Yuval Blumental, CEO of MCE Systems. “We built Eva and fed it critical device intelligence to help change that relationship. When a provider’s app helps customers solve their problems, reach out to them proactively and actually personalizes their experience, then the perception of a carrier’s value to a customer can be changed. We’re grateful to Mobile Breakthrough for recognizing how we support that shift.”

Communications service providers or “carriers” are under pressure to grow customer lifetime value at a time when loyalty is low, with up to 77 percent of consumers feeling no loyalty to their provider. Eighty-six percent, however, would pay for a better experience. Part of the problem lies in how customers are engaged and served. Engagement tends to be reactive, first-line device care depends on contact-center capacity and staffed hours, and proactive outreach is often generic rather than value-led. In the AI era, customers now expect experiences that are proactive and personalized and self-service that actually resolves their issues.

Eva turns the provider’s app into 24/7 first-line device care, both reactively and proactively. The interaction starts with a text or voice conversation to understand the customer’s needs, followed by a diagnostic health check. Eva combines the two to determine the next best action for each customer: a settings adjustment or a handoff to assisted care with full context, so the customer never repeats their story. She also triggers a commercial up/cross-sell offer like a repair, a trade-in/upgrade, device protection or even convergence when appropriate during a care journey. What underpins Eva’s success is the company’s on-device technology, which is embedded in the CSP’s app as an SDK and captures over  120 device telemetry signals that enable Eva to personalize each customer’s service outcome.

When first launched with TELUS retail brand Mobile Klinik in Q4 2024, Eva demonstrated powerful results for customer engagement, using a proactive device care approach over conventional, reactive, self-discovery:

• Higher brand app engagement: Customers were engaged 4x more with the brand’s app due to the proactive approach.

• Higher take rate offer: Customers were 3x more likely to accept a promotional offer from Eva because of her initiating a value-led interaction about the device’s performance.

• Higher retail visit intent: Customers were 1.5x more likely to look for the nearest retail store after accepting Eva’s offer.

Since the launch, MCE Systems has continuously expanded Eva’s capabilities, with Eva now able to deflect up to 30 percent of device-related care calls through digital, agent-led resolution and add $14 to $22 in care-to-commerce revenue per conversion through contextual offers, the impetus for this year’s recognition.

Now in its 10th year, the Mobile Breakthrough Awards program, presented by Tech Breakthrough, recognizes outstanding mobile and wireless technology companies, products and people. Winners are selected by an independent panel of experts on criteria including innovation, performance, user experience, functionality, market impact and overall value. This year’s program drew thousands of nominations from around the world, with winners from across the technology and telecommunications spectrum.

About MCE

Since 2005, MCE Systems has pioneered digital and AI solutions for communication service providers (CSPs) and device retailers, creating differentiating experiences for their customers through the mobile device. Its platform, which captures mobile device intelligence and creates channel and service event context, allows CSPs to increase brand engagement, solve issues faster and personalize commercial offers, resulting in stronger retention, lower cost to serve and ARPU growth. For its successful deployments, the company has earned 14 industry recognitions from Customer Experience Awards, Business Intelligence Group, Stevie Awards, AI Breakthrough and Fast Mode.