Uncommon Wisdom

May 28 2009   1:06PM GMT

Carriers increase managed home electronics services, surveillance

Tom Nolle Tom Nolle Profile: Tom Nolle

AT&T is touting the value of home networking standard G.hn in supporting self-install home networks for triple-play. The real value of the standard lies in its ability to not only help reduce spurious field service dispatch where no carrier-equipment problem exists, but also in the possible support it could bring to managed home electronics services.

Operators like Verizon have already begun to offer users managed PC support. All forms of customer support are valuable and profitable immediately only if they can produce good support economies of scale. That means a lot of automated problem analysis and isolation, and that demands on-premises management agents.

We believe that the trend in the industry—both for consumers and enterprises—is toward managed services and that on-premises surveillance is key to making them work. There is also some interesting convergence between the Customer Experience Management activities, in which Telcordia has recently made an investment, and the broader issue of home network management and surveillance. It’s all likely related to the simple fact that surveillance might stop a truck roll.

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