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The mobile industry is experiencing new business realities:

► Voice shrinking, data growing
► Growth in number of mobile content active users
► Smartphones and tablets go mainstream
► Smartphones radically change the way consumers and enterprises use mobile

Though Smartphones enables dramatic revenues opportunities, they also pose tremendous operational liabilities:

► Lengthy and expensive support calls
► New devices returns
► Higher contact center readiness outlays
► Configuration nuances
► New services as part of a new value chain
► Poor service effectiveness

Mobile industry players are forced to manage dual challenge: reducing operating costs and introducing new services to boost revenues while struggling to keep the gateway to customers.