Service Providers and Support Services: Analysis and Forecasts (Q2 10)

Oct. 25, 2010 - PRLog -- This report analyzes how broadband providers are building support capabilities, provides an overview of the key services being offered, and discusses the role of support businesses in the context of revenue creation, profitability, and customer retention. It also provides primary consumer data and includes forecasts for different categories of premium technical support services through 2014.



Table of Contents  
1.0   Report Summary
1.1 Purpose and Scope of Report
1.2 Terms and Definitions
1.3 Data Sources
1.4 Companies Briefed
2.0   The Support Environment Today
2.1 The Challenge of Customer Support
2.2 Consumers and Tech Support
2.3 Service Providers and Connected Home: Key Solutions
2.3.1    Remote Management
2Wire
Alcatel-Lucent
Allied Telesis
Alloptic
Axiros
Cisco
ClearAccess
Comtrend
Dimark
FinePoint Technologies
Genexis
Motorola
PacketFront
Pirelli Broadband Solutions
Telco Systems
Telcordia
Tilgin
Zhone Technologies
ZTE
2.3.2    Device Management
Cisco HNAP
OMA DM
UPnP DM
2.3.3    Installation and Configuration Tools
Affinegy
Cisco (Pure Networks)
Enure Networks
SingleClick Systems
3.0   Premium Technical Support Services
3.1 The Service Provider Value-added Services Push
3.2 Premium Support Services
3.2.1    Managed Internet Security and Parental Controls
F-Secure
Radialpoint
SecurityCoverage
3.2.2    Online Backup
F-Secure
Intronis
Radialpoint
SecurityCoverage
3.2.2    Premium Technical Support
Accenture
PlumChoice
Radialpoint
RSUPPORT
SecurityCoverage
4.0   Forecasts
4.1 Internet Security Subscriptions
4.2 Online Backup
4.3 Home Computer and Home Networking Services
4.3.1    Home Computer Troubleshooting
4.3.2    Home Computer Tune-up
5.0    Implications and Recommendations

Figures
Broadband Service Providers Contacted for Tech Support
Broadband Service Providers: Call Center Metrics
Customer Support Costs: Broadband Service Providers and Home Networks
Technical Support for Home Services
Technical Problem with Broadband Service
First Step in Resolving Home Broadband Problem
Broadband: Last Step in Resolution Process
Broadband: Type of Problem and Last Step
Broadband: Number of Attempts vs. Problems
Broadband: Number of Minutes vs. Problem
Broadband: Satisfaction with Process vs. Last Step
Operational Savings Realized with Service and Device Management System
Remote Management Features
Notable Remote Management Solutions Vendors
BroadbandHome? Remote Management Framework
Additional Device Management Solutions
Home Network Installation and Configuration Tools
Service Provider Strategic Considerations
Technical Support & Broadband Satisfaction
Trusted Tech Service Sources
Consumer Attitudes about Internet Security Threats
Internet Security & Parental Control Providers
Interest in Managed Security and Parental Control Features
Demographic Profiles of Consumers Interested in Managed Internet Security and Parental Controls
Reasons for Not Using Additional Security Services
Internet Security Vendors and Service Providers
Consumer Attitudes about Media
Data Backup Habits
How Do Consumers Backup Content?
Broadband Service Providers and Online Backup
Interest in Online Backup from Broadband Provider
Demographic Profiles of Consumers Interested in Online Backup
White-label Online Storage Solutions Providers
...

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