Karen Kosh, VP Broadband & Mobility Business, OnProcess Technology, provides insight on several key industry trends for Parks Associates’ 20th-annual CONNECTIONS Conference, which will be held May 24-26 in San Francisco:
How is your company engaging consumers through new technology solutions?
OnProcess engages consumers through a variety of channels and technology solutions including traditional phone, mobile, and e-mail communications. As consumer preference continues to shift toward self-service options, OnProcess has incorporated a new self-service platform in 2016. It is mobile device compatible and is streamlined with clear graphics and descriptions that allow customers to easily identify their devices or equipment and brings them through a simple line of inquiry that allows them to make updates to an order, provide voice of the customer insights, or request live support.
Most exciting in 2016, OnProcess is integrating IoT data into our managed services offerings to predict potential problems and drive proactive resolutions to customers. By analyzing customer, transactional and IOT performance data, we can predict potential issues and apply proactive resolutions. This may include remote fixes, re-starts, and update reminders requiring little or no customer effort. In some cases we may need to proactively outreach to customers to provide support, or to better understand what is driving their behaviors. This can be achieved through a variety of methods and channels. The key is to integrate IoT performance data with customer behavioral data to create a clear path of execution.
What is the biggest change you have seen in the past year in the connected home and entertainment industries?
The market is flooded with IoT devices and consumers can be overwhelmed with choices. Adoption of smart home devices is increasing and logical partnerships are forming in the industry that will allow customers to integrate and manage multiple IoT products through one hub or app.
Changes in the entertainment industries are driven largely by consolidation and partnerships, which allow industry players to offer new, lower cost OTT bundles with broader content choices to meet consumer demand and in reaction to new FCC rulings around set top boxes.
There is an opportunity to bring sense to it all through technology, analytics and targeted managed services that focus on the customer.
What do you think is the biggest driver for the connected consumer market?
Increased consumer adoption of IoT products and services will drive continued growth. With that will come the demand for products and technologies that allow customers to integrate and easily manage all the aspects of their connected lives.
What is the greatest challenge for the connected home industry in the next year?
The sheer number of IoT products and services on the market provide customers with many choices for how to connect their home and life, but can also create gaps if customers are left with products that connect individually but don’t work well together. The players that allow customers the most flexibility in choosing their products and services, while leveraging technologies that integrate and streamline the user experience will have a competitive advantage. Outsourced managed service providers who can leverage technologies and analytics to support customers across their chosen products will be successful.
Click to Tweet this image:
Kosh will speak on the session “Support Strategies to Integrate Smart Devices in the IoT” on Thursday, May 26 at 10:30 a.m. Other speakers on the panel include Asurion, iQor, and Centercode.
For more information on CONNECTIONS, visit www.connectionsus.com or register by clicking here.
