Support Calls To Broadband Service Providers For Home Networking Issues Rising
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Topic Publications & Resources
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Support Calls To Broadband Service Providers For Home Networking Issues Rising
Could exceed $200 million by 2011
Dallas, Texas -/Wi-Fi Technology News/- As broadband providers look to in-home networks as a means of enhancing productivity, communications, and entertainment, a new report from Parks Associates warns that their customer service costs will escalate significantly. Digital Home Services: Carriers, Retailers, and the Consumer projects that customer support costs for home networks alone could exceed $200 million annually for U.S. broadband providers.
?Assuming that few enhancements are made in monitoring broadband and in-home networks between now and 2011, customer support costs will escalate significantly as subscribers turn in growing numbers to their broadband service providers to solve in-home networking issues,? said Kurt Scherf, Parks Associates? vice president and principal analyst. ?Given the pressure on service providers to boost not only revenue but also profits and margin, we?re urging them to take proactive steps to assuage these costs.?
Scherf has identified eight elements critical to enhancing customer support capabilities and reducing support costs for broadband service providers. These key requirements for building enhanced customer support include developing robust solutions to simplify CPE and hardware installation, improving service provision, automating troubleshooting services, building metrics-gathering solutions, and enhancing help desk support systems, which could include the development of dynamic knowledge databases and other operation support system (OSS) features.
Digital Home Services: Carriers, Retailers, and the Consumer provides insight on the drivers for digital home support solutions. It profiles more than 40 companies in the digital home support value chain and offers more than 60 primary consumer data points. The report provides U.S. forecasts for digital home support services, including remote and on-site troubleshooting and in-home PC installation and setup through 2011. For more information about Digital Home Services: Carriers, Retailers, and the Consumer, contact Parks Associates at 972-490-113 or sales@parksassociates.com, or visit http://www.parksassociates.com.
For more market research data, visit Parks Associates? Fast Facts site http://www.parksassociates.com/fastfacts.
About Parks Associates: Parks Associates is an internationally recognized market research and consulting company specializing in emerging consmer technology products and services. Founded in 1986, Parks Associates creates research capital for companies ranging from Fortune 500 to small start-ups through market reports, primary studies, consumer research, custom research, workshops, executive conferences, and annual service subscriptions.
The company's expertise includes new media, digital entertainment and gaming, home networks, Internet and television services, digital health, mobile applications and services, consumer electronics, and home control systems and security.
Each year, Parks Associates co-hosts executive thought leadership conferences CONNECTIONS? and CONNECTIONS? Europe in partnership with the Consumer Electronics Association (CEA?). In addition, Parks Associates produces the online publication Industry Insights in conjunction with the CONNECTIONS? Conference series.
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