Change Is Imminent.

"[Indian] Service providers are also expected to bring in improvements in their customer service capabilities. Adoption of mobile device management (MDM), that would enable call centre executives to have all the required information about a subscriber when he makes a call, will drastically improve the service quality. 'A call made to the call centre lasts about 20 minutes at the moment, which costs the operator Rs 7 per unit. MDM will reduce the call time to about 10 minutes, making possible huge savings by the operator. Net-net, this would help the operator save an amount of about Rs 400 crore in three years,' explains Fooming Hoh, vice-president, sales, APAC, InnoPath Software."