Taking Care with Mobile Device Management.
David Ginsburg, VP of Marketing at InnoPath, writes: "Mobile Device Management is going through a transition, from its roots in Firmware-over-the-Air (FOTA) for CDMA operators and GSM device configuration, to a foundation for a rich set of over-the-air customer care capabilities. The ROI for this new home of MDM in customer care, addressing a $25 billion annual problem, is proven, with the net result being lower operational expenses for the operator and increased customer satisfaction. For the first time, the operator has a direct over-the-air access to the phone when the subscriber calls for help, avoiding the error-prone and inefficient interplay between the frustrated subscriber and the frontline CSR that has been the norm since the birth of the industry."
