Parks Associates Blog

Wednesday, June 18, 2008

Premium Technical Support Services Lead to Broadband Value-added Services Revenue

...White paper encourages service providers to use remote and automated digital home customer support solutions for cost savings and as tools to drive new services revenue.

Broadband service providers will benefit significantly from the deployment of premium technical support services that not only contribute to cost savings but allow them to use analytics to better target additional value-added services revenue, a new white paper from Parks Associates reports. Parks Associates, author of Customer Analytics to Drive Value-added Services, predicts that premium technical support services will grow from $400 million in 2008 to $900 million by year-end 2012, accounting for 70% of value-added services revenues.

Customer Analytics to Drive Value-added Services includes industry forecasts, consumer data, and data from premium support programs by HiWired Inc., a company specializing in customer support and marketing campaign support technologies.

Customer Analytics to Drive Value-added Services is a free white paper available for download at Parks Associates will discuss customer support value-added services in a special panel of industry experts at the upcoming CONNECTIONS™ leadership conference in Santa Clara, California, June 24-26, 2008. More information on the panel discussion can be found at

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