Abstract
Mobile service metrics (MSM) defines an emerging class of software products
that analyse data originating on mobile devices to overcome the
‘experience gap' of existing applications and to provide a new source of
telecoms business intelligence (BI). MSM data is useful in multiple contexts,
including device and service testing, campaign management, consumer research,
and various customer care and service management applications. This diversity
of use means that many suppliers are also developing an interest in using MSM
data. However, only a few appear well positioned to meet the latent demand for
the underlying MSM platforms themselves.
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