Cutting Call Times and Keeping Care Agents.

David Ginsburg, vice president of product management for InnoPath Software, writes: "With this new over-the-air connection deployed by a typical operator, up to 15 percent of all calls are addressable via MDM in some form or another. Savings are 10 minutes per call on average, and with second-line CSRs costing $1 or more per minute, the operator will save $10 or more on each and every call. The law of large numbers now kicks in, and with an operator fielding millions of calls a month, MDM will result in savings of tens of millions of dollars annually. Couple this with increased customer satisfaction, more effective uptake of new, high margin services, and positive impact on the CSRs, and the savings are greater still."