Global adoption of broadband services has spawned an explosion in home networking.
As with most technical evolutions, the opportunities created by broadband networking come with huge challenges for communications service providers (CSPs), not the least of which is that consumers are gravitating to CSPs as one-stop help desks for equipment, service, and connectivity problems.
This role has put enormous pressure on operations and costs. But if CSPs embrace an entirely new model of customer support — based on remote visibility into the customer premises and fully automated repair — they may discover dramatic efficiencies, redefine customer loyalty, and even find a springboard to leadership in the converged marketplace.