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Study: Professional Tech Support Revenue to Exceed $2 Billion by 2013

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May 01, 2009

Study: Professional Tech Support Revenue to Exceed $2 Billion by 2013

By Jessica Kostek, TMCnet Channel Editor


A survey conducted by Parks Associates (News - Alert) finds consumer use of tech support has tripled since 2006 thus creating opportunities for service providers, retailers, and third-party providers. One major reason for users turning to tech support is the lack of time and/or expertise to deal with the complications of today's technology, according to Customer Support in the Digital Home.

 
“Consumers purchasing new technologies have less time and inclination to solve the growing number of technology challenges in the home, while the technology and threats such as viruses and malware have become more complicated,” said Kurt Scherf, vice president, principal analyst, Parks Associates.
 
This 2009 consumer survey from international research firm Parks Associates reports more than 30 percent of consumers have used in-store or in-home technical support to solve a computer problem, up from ten percent in 2006.
 
The study reports that service providers can enhance their service portfolios through offerings such as managed security, enhanced technical support, and online backup. Value retailers can also increase their standing by creating service programs that go beyond extended warranties to include ongoing support for purchased and installed products, the study also suggests.
 
Tech users “are choosing professional services and looking to broadband service providers and retailers to provide digital home tech support services. The companies that offer the best solutions at the most competitive prices will come out ahead,” Scherf added.
 
The Customer Support in the Digital Home reported fifteen percent of consumers have used professional tech support for home networking problems, up from six percent in 2006. Parks Associates forecasts U.S. revenues for PC and home networking troubleshooting services will exceed $2 billion due in large part to growing consumer demand and increased prevalence of connected devices.
 
For businesses looking to get up and running with next generation platforms without the need for much tech support, Sangoma recently introduced a NetBorder Suite that offers a ready-to-use gateway that easily integrates into customers’ applications.
 
“In order to incorporate VoIP gateway functionality, developers need a gateway that’s ready to use, but one that can also integrate with customers’ applications,” said Frederic Dickey, Sangoma’s director of product management for the NetBorder product line. “In turn, end user customers need a solution that fits with existing analog investments, and allows employees with limited VoIP expertise to manage the system easily.”
 
Dickey noted that "when developers need to incorporate VoIP gateway functionality on their next generation platforms, they are faced with two choices: to buy an off-the-shelf gateway, which works well but will not provide a tight level of application integration, or to develop their own, which will be very costly in R&D and remove focus from application development.”
 
Sangoma company officials said the NetBorder solution allows the card to exist in the same server as the developer’s application. This inside-the-server gateway supports both analog and digital cards.
 
Dickey added, “Sangoma's NetBorder Express Gateway (News - Alert) Cards provide customers the best of both worlds - a ready to use gateway, which also easily integrates with the customers' applications."
 
Sangoma’s NetBorder Express Gateway Cards include Telco-grade, hardware echo cancellation and customers can purchase up to eight spans on a single board as well as put multiple boards in a server.

“A NetBorder Express Gateway is the perfect building block for even the smallest SMB on a limited budget, company officials said. “A flexible upgrade path to the full NetBorder Software Suite also translates into unparalleled price and performance for the largest enterprise or contact center customer. Communicate with applications, such as IP-PBXs, Speech Enabled IVRs, Conferencing Servers, Contact Center or Trunking Gateways directly with the ubiquitous SIP control. Reduce the deployment time, complexity and cost of your next generation network application deployments.”
 
Customer Support in the Digital Home is a 2009 survey of over 2,000 U.S. broadband households. It covers the following topics:
 
• Analysis of tech support experiences and services from service providers
• Tech support features at the time of a consumer electronics purchase
• Consumer experience and interest in tech support services that include enhanced Internet security, online backup, home computer, and home networking
• Consumer interest in new, emerging home networking features
 
For more information about Sangoma, visit their Website or learn more on their VoIP Gateways channel here on TMCnet.

Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.

Edited by Jessica Kostek







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