new opportunities in tech support services
TRANSCRIPT
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New Opportunities in Tech Support Services
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Market Overview
14% 17% 19% 18%
15% 16%
48%
29%
41%
0%
10%
20%
30%
40%
50%
60%
Computers (n=2,128, ±2.12%)
Tablets (n=788, ±3.49%)
Smartphones (n=1,284, ±2.73%)
% S
peci
fyin
g
% Subscription support
% As-needed support
% Experience problems
Users of Premium Technical Support Services by Platform (Q3/12)
(Among Problem Solvers )
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Willingness to Pay Per Year for "Helpline" Service by Key Device Adoption
0%
10%
20%
30%
40%
50%
60%
$4.99 per year $9.99 per year $14.99 per year $19.99 per year
% "
Very
" Li
kely
to P
ay
"How likely would your household be to pay [price] for this service?"
4 Devices
2 Devices 1 Devices
No Device
3 Devices
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Adopting Technical Support Services at the Point of Sales
5% 8% 14% 5% 3% 5% 8% 9% 5%
81% 79% 76%
0%
20%
40%
60%
80%
100%
Computers (n=2,128, ±2.12%)
Tablets (n=788, ±3.49%)
Smartphones (n=1,284, ±2.73%)
% S
peci
fyin
g
Have never subscribed tech support services
Add tech support services after the point of sales
Adopt tech support services at the point of sales, but drop it
Adopt tech support services at the point of sales and keep it
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Speakers
Panelists:
Larry Gordon, President, Global Channel Sales, iYogi
Art Lancaster, CTO, Affinegy
James Morehead, VP Product Management and User Experience, Support.com
Ratul Sengupta, Vice President, Technology Enabled Services and Platform Solutions, Sutherland Global Services
Ted Werth, Founder & Chief Strategy Officer, PlumChoice, Inc.
Moderators:
Patrice Samuels, Research Analyst, Parks Associates
Brett Sappington, Director of Research, Parks Associates
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6
iYogi Does Premium Consumer Tech Support
• Leading edge platform functionality • Resourcing alternatives • Product suites • Support offerings • Sales and Marketing support • Commercial models
Larry Gordon, President Global Channels
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Speakers
Panelists:
Larry Gordon, President, Global Channel Sales, iYogi
Art Lancaster, CTO, Affinegy
James Morehead, VP Product Management and User Experience, Support.com
Ratul Sengupta, Vice President, Technology Enabled Services and Platform Solutions, Sutherland Global Services
Ted Werth, Founder & Chief Strategy Officer, PlumChoice, Inc.
Moderators:
Patrice Samuels, Research Analyst, Parks Associates
Brett Sappington, Director of Research, Parks Associates
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12/2012 © 2012, Affinegy, Inc. ALL RIGHTS RESERVED 8
Affinegy - Connected Home Self-care, Support & Management Platform Overview
Customer Activation Portal Home Portal Care Portal ACS
Operator Systems Installation Self Care Support Management
Web Services API
OSS/BSS LDAP Web
Home Gateway
& CPE
• Zero-touch installation
• Captive portal
• TR-069 integrated with DOCSIS
• Self install and manned install
• Customer self-care for home network and all connected devices
• At home and remote access
• Single sign-on from customer portal
• Browser and mobile user experience
• Level 1 agent support dashboard
• Easy alerts and fixes for common home network & wireless problems
• Access to advanced diagnostics for both LAN and WAN issues
• Leading edge TR-069 ACS management Server
• Supports millions of devices
• Interops with a wide range of CPE
• Supports latest Broadband Forum standards
• Powerful Northbound API
• Supports all batch and device operations
• Meets TR-131 requirements
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Speakers
Panelists:
Larry Gordon, President, Global Channel Sales, iYogi
Art Lancaster, CTO, Affinegy
James Morehead, VP Product Management and User Experience, Support.com
Ratul Sengupta, Vice President, Technology Enabled Services and Platform Solutions, Sutherland Global Services
Ted Werth, Founder & Chief Strategy Officer, PlumChoice, Inc.
Moderators:
Patrice Samuels, Research Analyst, Parks Associates
Brett Sappington, Director of Research, Parks Associates
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10 Copyright © 2012 Support.com, Inc. Confidential
Support.com Unlocks the Potential of Technology Services
James Morehead Vice President Product Management and Corporate Marketing Support.com
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Speakers
Panelists:
Larry Gordon, President, Global Channel Sales, iYogi
Art Lancaster, CTO, Affinegy
James Morehead, VP Product Management and User Experience, Support.com
Ratul Sengupta, Vice President, Technology Enabled Services and Platform Solutions, Sutherland Global Services
Ted Werth, Founder & Chief Strategy Officer, PlumChoice, Inc.
Moderators:
Patrice Samuels, Research Analyst, Parks Associates
Brett Sappington, Director of Research, Parks Associates
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Proprietary framework encompassing people, process & technology Revenue enhancement, Op-ex reduction, Customer stickiness End-to-end customer service enablement
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Speakers
Panelists:
Larry Gordon, President, Global Channel Sales, iYogi
Art Lancaster, CTO, Affinegy
James Morehead, VP Product Management and User Experience, Support.com
Ratul Sengupta, Vice President, Technology Enabled Services and Platform Solutions, Sutherland Global Services
Ted Werth, Founder & Chief Strategy Officer, PlumChoice, Inc.
Moderators:
Patrice Samuels, Research Analyst, Parks Associates
Brett Sappington, Director of Research, Parks Associates
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Customer experience continuum C
USTO
MER
EXP
ERIE
NC
E VA
LUE
0 TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT BREAK POINT PoS
TOUCHPOINT SERVICE PROVIDER
COMPANY CONFIDENTIAL 14
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Thank You for Attending!
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Speakers
Panelists:
Larry Gordon, President, Global Channel Sales, iYogi
Art Lancaster, CTO, Affinegy
James Morehead, VP Product Management and User Experience, Support.com
Ratul Sengupta, Vice President, Technology Enabled Services and Platform Solutions, Sutherland Global Services
Ted Werth, Founder & Chief Strategy Officer, PlumChoice, Inc.
Moderators:
Patrice Samuels, Research Analyst, Parks Associates
Brett Sappington, Director of Research, Parks Associates