Since about half of today's smart-device owners require set-up assistance, tech support for smart homes is a big concern -- and opportunity -- for service providers.
In 2020, the US will see 13.5 million support requests derived from smart home devices and systems, compared with 11 million this year, according to "Tech Support: Influencing IoT Adoption."
Devices are getting more complex, using more sophisticated apps and increasingly integrated with other devices and smartphones, according to Parks Associates. That could mean more than half of consumers will seek post-sales support for deploying their new connected Internet of Things (IoT) device.
"Broadband providers have been interested in this space for a very long time. They had lots more connected devices coming into the home and people were calling the broadband provider for help," said Patrice Samuels, senior analyst at Parks Associates, in an interview. "And they're like, 'These are our customers. We have two options: We can turn them away and say, 'Okay, this is not really the umbrella of what we cover under our basic support,' or we can say, 'Hey we'll take care of that for you and charge you a premium or fees to take care of those issues for you.' So they've been dabbling in it for a long time."
Because it's an immature market subject to product failures today, most support is included in the device price, she said. However, some businesses have carved out a niche by providing fee-based set-up services, she said.
In addition to exploring ways to improve home Wi-Fi to eliminate connectivity-related calls, broadband providers also are exploring premium services for smart homes, said Samuels, whose clients include tech support companies hired by large manufacturers. In time, Samuels expects service providers to hire these firms to support their residential subscribers' smart home solutions.
Through a partnership with Additiv, the service provider delivers an OTT-like cloud-based offering that allows financial institutions to gain digital transformation without ripping and replacing mainframe legacy systems.
County Broadband, 10-year-old former WISP that focused on fixed wireless, now concentrates solely on gigabit fiber, courtesy of a £46 million infusion from Aviva Investors – and the financial firm's desire to find a long-term investment vehicle to fund clients' pensions.
On July 12, the FCC said it will discuss one-touch make-ready at its August general meeting. That same day, Clearfield announced general availability of a common fiber distribution panel designed for use in every fiber deployment.
We will explore several fiber network environments, common vulnerabilities, and the business impact of failures. Fiber networks are typically a combination of owned and leased fiber. Learn how to reduce MTTR by up to 60% when an event occurs and how to detect degradation before it generates a service impact. Fiber monitoring of leased fiber helps ensure that the responsible party is dispatched for repair and SLAs can be managed. We will discuss both in service and out of service monitoring. Learn about the opportunities to improve business results in the following environments:
Hyperscale datacenters- the business need for near 100% uptime
5G small cell combined with leased fiber - ensuring the SLA for leased fiber
Long haul and Metro dark and lit fiber monitoring - reducing MTTR and preventing damage
FTTX construction and service activation in the access or MSO network - accelerating time to revenue
In this insightful Light Reading radio show, Kurt Raaflaub, Head of Strategic Solutions Marketing, will outline the key service provider challenges, deployment considerations, next-gen Gigabit technologies, and service models to win market share in the rapidly growing MDU market.