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.
Jeff Finkelstein, executive director of Advanced Technology at Cox Communications, is BBWN Radio's guest on May 24 at 1PM ET/10AM PT/6PM BST. During the show, he'll discuss network innovation, digital transformation and defining DOCSIS' future.
In keeping with the nation's ambitious Digital India project that seeks to reduce the digital divide and increase the digital economy, Nokia and non-profit service provider partner Digital Empowerment Foundation will create 500 smart villages across the nation.
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
Join us when Jeff Finkelstein, Executive Director of Advanced Technologies at Cox Communications, is BBWN Radio's guest for a wide-ranging conversation about the cable operator's strategic network direction, DOCSIS 3.1, digital transformation and more. Bring your curiosity and questions when our distinguished guest speaks with Broadband World News Editor Alison Diana on May 24 at 1 pm ET; 10 am PT; 6 pm BST.
In this edition of BBWN Radio, Matthias Mieves, head of New Business, Sales and Marketing for Connected Home at Deutsche Telekom, will join BBWN Radio Editor Alison Diana to discuss the smart home market, the role of broadband and why service providers should roll out the welcome mat for this profitable market.