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The NAC has been in Business since 2003, and our team has been working together for more than 20 years to improve the customer experience in the wireless industry.
A few highlights from our collective past:
National Analysis Center Created
In August, we were incorporated and began independently testing and evaluating phones and
accessories for the wireless industry.
First Bluetooth Headset and Phone Testing
We tested and evaluated the first Bluetooth headset, which was promoted in the movie Tomb Raider
the same year.
Ericsson HBH-10 Bluetooth Headset - Ericsson Invented Bluetooth and this was their first headset.
Repair Center Auditing
As a result of our 'Returns Analysis Testing' we learned that the #1 Call Center customer complaint
was 'receiving a defective phone in exchange of their defective phone'. So, we implemented a
process to audit the Repair Center output of both OEM and 3rd party repair centers - discovering
that 35% of products shipped back to customers were defective. Not surprising, since many repair
centers are paid by volume instead of quality. Repair center output was improved significantly.
Returns Analysis Testing
We implemented a process of testing 500 phones/day to identify problems and give feedback to
phone manufacturers for quality improvement. Testing more than a million phones, as part of a team
we improved quality by 88% and saved AT&T hundreds of millions of dollars. We also critiqued and
improved Warranty Exchange troubleshooting; minimizing unnecessary exchanges by Call Center
reps. As a result, we won the national quality team award in 2002 and celebrated in Hawaii.
First Dual/Band Dual/Mode PCS 1900 Service
In October, AT&T introduced the new 1900MHz spectrum in Philadelphia, DC, Baltimore, and
Charlotte. With access to a corporate Lear Jet, our team visited these markets frequently conducting
technical training and drive testing the phones and network. The Ericsson LX 100 was the first
Dual/Band Dual/Mode phone with intelligent roaming, which revolutionized the wireless industry
and enabled the company to offer 'Digital One-Rate' pricing.
Ericsson LX100 - First Dual Band Dual Mode phone
ACELP Voice Coder Evaluation
We traveled to Stockholm with a small group of AT&T executives to positively evaluate the ACELP
(Algebraic code excited linear prediction) digital voice coder, which improved voice quality over the
existing VSELP (Vector sum excited linear prediction) voice coder. We also developed and wrote a
computer program that demonstrated the improvement using actual live data and audio captured on
CDPD Wireless Internet
We worked though the introduction of the first CDPD (Cellular Digital Packet Data) phone. First, we
tested and evaluated the initial analog-only PCSI phone and then the Mitsubishi T-250 - the first
TDMA / CDPD phone which enabled access to the Internet for movie listings, sports scores, and the
Mitsubishi T-250 CDPD phone
Call Intercept Software
We conceived and designed sophisticated Call Intercept software used by law enforcement to
capture dialed-digits and record conversations of wireless callers. System access was controlled by
a finger-print scanner and the system was only used once a judge issued a court order.
First CDMA Digital Network
We completed a competitive analysis of the first CDMA network in the U.S. - conducting over 1000
miles of drive testing throughout Florida and a detailed analysis of call processing statistics,
coverage, and audio quality along with a detailed handset technology breakdown.
Created Phone Programming Tool
Long before over-the-air activation, phones were tediously programmed by hand. So, we designed
and created a phone programming tool called 'Auto Nam' that programmed customer and system
information into a phone in seconds - through a connection to a computer for which we received
a U.S. patent. This tool was deployed in distribution facilities and retail stores saving the
carrier millions of dollars.
First Text Messaging in U.S.
We worked closely with phone, network, and test equipment manufacturers on the introduction of
IS-136 Digital, the standard that defines a digital control channel - enabling exceptional battery life
and text messaging. Seeing the potential for text messaging early on, we conceived and developed a
nationwide text messaging 'demo' system where end users could call in to receive a text message
or custom ring tone via SMS (Short Message Service).
U.S. Secret Service Training
We developed and conducted numerous training classes for the United States Secret Service over
seven years, educating agents in the operation of the cellular network in relation to tracking 'bad
guys' through the system. Our personal tour of the 'White house' was a bonus!
AT&T Buys McCaw Cellular
In July, the Justice department approved AT&T's $12.6 billion takeover of McCaw Cellular. Our team
now has access to AT&T Bell Laboratories where we travel frequently over the coming years to share
our knowledge with the best minds in the world.
First TDMA Digital Network
The first digital phone network in the U.S. was launched in Florida. We tested and evaluated the very
first TDMA mobile and portable phone while concurrently troubleshooting the network and newly-
designed test equipment.
'Cellular 101' training
Because of our involvement in the latest technology, we were asked to develop and conduct technical
training for sales, marketing, and dealers - learning how to take technical content and deliver it in
easy-to-understand terms, like you'll find in our current NAC Reports.
Fun Fact: Jim Lipsit met his wife Cindy while she was a student in a training class in 1998.
Evaluating Phones and Accessories
In the early days of wireless, there were many products with customer-affecting problems. As a
result, we started testing and evaluating products prior to purchase and the 'New Technology Lab'
Mobile Phone Repair Center
We ran the McCaw Cellular Communications regional Repair Center - repairing mobile, portable
and transportable phones and interfacing directly with retail and national account customers. Seeing
the impact of poor quality products in the market, our passion was fueled for protecting customers
from frustration and saving carriers millions by identifying problems before release.
Our personal tour of the 'White house' was a bonus!