Growth of the Internet of Things in broadband households extends the life, utility and functionality of all connected solutions in the home. It also puts new pressures on existing support solutions to meet consumers' expectations.
Sixteen percent of U.S. broadband households owned a smart home device, and nearly 40 percent planned to buy a smart home product in the next 12 months, suggests a research report Parks Associates released last month. Many of those devices will be self-installed.
By their nature, smart home devices open new and ongoing demands in functionality and interoperability, which become increasingly complex with the addition of every new device. As a result, smart home devices could prompt more than 7 million support requests in 2015, and that number could grow to nearly 11 million by 2019.
From the article "Gear Up for a Flood of IoT Support Requests" by Patrice Samuels.
"User experience defines the operator's video services for consumers," said Brett Sappington, senior director of research at Parks Associates in a statement. "Every pay-TV service and streaming video...
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