The industry is both delighted by the rise of the smartphone (or as some like Om Malik or Rob Glaser are calling them, the superphone) and horrified. They are delighted because they bring people into the stores, they create a lot of excitement (iPhone, Moto Droid) and they help keep subscribers. The service providers are also horrified - they are horrified because smartphones cost more to support and are hard on their wireless networks.
RCR Wireless recently interviewed our Dave Ginsburg on how InnoPath is helping the carriers sleep better at night. You can watch the interview here.
We started The CSR in March 2009 to chat about customer support and other challenges facing the mobile industry. Who’s “we”? Employees of InnoPath Software of course, champions of enabling Tier-1 carriers the opportunity to offer better customer support to end users so that their phones can work the way they were meant to.
Jason Lackey - Demo/Web Guy, Device Fan at InnoPath Software