White Paper:
Mobile Service Management: One of Today's Greatest Business Opportunities
Most traditional monitoring solutions do not capture the full customer experience. As a result, they expose operators to increased churn, failed services, below-target revenue, and customer complaints. Like fixed-line customers, mobile consumers know that they no longer have to tolerate second-class service. They are well aware of their choices in terms of operators, experience, and price. Similarly, corporate customers now expect mobile Service Level Agreements (SLAs) to cover their growing legions of travelling and telecommuting employees. As another indication that mobile telephony is now firmly entrenched in everyday life, this paper argues that sophisticated service management has become an essential core competency for all mobile operators.