Smartphones demand smarter support: looking beyond the whiz-bang technology packed into smartphones, the reality is that users are requiring up to four times as much tech support--which is forcing carriers to streamline their customer care operations and deploy a new generation of over-the-air diagnostic tools.(Wireless Tech)

Wireless Asia,  March, 2004  by Chamberlain, David

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Ah, the promise, e of 3G. Millions of subscribers paying billions of dollars to enjoy streaming media, use video messages instead of SMS and download weather maps and turn-by-turn directions. The marketing gurus at the carriers selecting and promoting these new services are also counting on a new generation of handsets that have enough processing power and storage to accommodate the most demanding 3G applications.

While the marketing people are sleeping soundly while visions of data-inflated ARPUs dance in their heads, there could be nightmares for the colleagues in customer care. ...

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