With mobile data business expanding rapidly, very soon mobile data customers will become more important to an operator’s business than the traditional mobile voice customers. Analysts say this change is inevitable and irreversible. And as the industry transitions from a voice-centric to a data-centric business model, a fundamental and highly disruptive problem needs to be addressed.

According to Compuware (News - Alert), there is a rapidly widening gap between an operator’s view of its mobile data service quality and the actual end-user experience of the service.

The traditional solutions used for decades by fixed and mobile operators to manage voice services simply don’t work when it comes to managing mobile data services. And there are a number of reasons for this, argues Compuware.

Unlike voice services, mobile data services are not confined to end points within the mobile operator’s “walled garden” (their own network). Non-telco vendors and content providers are heavily influencing user behavior and expectations with a myriad of innovative devices and applications. In addition, there is a whole new generation of users that are impatient and unencumbered with antiquated notions like brand loyalty, says Compuware.

By maintaining the entire service delivery chain, not just the elements that are under the operator’s direct control, the Compuware Gomez mobile carrier solution employs an innovative service performance management approach to managing mobile data services. The software tools provider claims that this approach goes way beyond just implementing the latest and greatest visibility management software tools.

It also includes aligning departments within the organization, and even managing the customer experience before they actually become a customer.Compuware’s solution builds a new foundation for managing and growing a high-performance customer data experience. “It combines our market leadership in enterprise end-user experience management with our market leadership in web performance management to deliver a truly unique, end-to-end solution that enables you to effectively manage your customers’ data service experience,” affirms Compuware.

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