"This impact on mobile operators is leading the industry to prioritise investment in solutions that give device management capabilities to front line customer care agents. This includes remote diagnostics, as well as the ability to carry out over the air fixes.
The emphasis is on increasing what InnoPath calls 'first call resolution', and also on freeing up higher tier support for genuinely complex issues. InnoPath says that three year savings from integrating device management at the customer care level at a Tier1 operator could amount to $575 million."
