Greg Owens, Premises Systems Product Marketing Director at Calix, had his perspective on why service providers need to own the experience with Managed Wi-Fi or lose the subscriber published in the October issue of ISE Magazine. Congratulations, Greg!
Here’s the introduction to his contributed article.
Own the Experience with Managed Wi-Fi or Lose the Subscriber —
Thanks to ongoing service provider investments in various access network technologies, many homes across North America can receive gigabit-speed Internet connections. Despite these advances in the access network, many consumers are still not able to enjoy a high-speed experience inside their home because of limitations with Wi-Fi technology.
Recent research from Parks Associates (documented in the white paper “Staking a Claim in the Connected Home: Service Provider Solutions”) indicates that 50% of consumers have issues with their Wi-Fi connection, ranging from coverage problems, slow speeds, dropped connections, and interference. In many cases — as much as half for many service providers — these issues result in calls to the help desk. This is bad news for service providers, as increased numbers of calls result in rising support costs.
It’s a great perspective on the choices that service providers face: become a broadband pipe provider with increasing costs and limited perceived value by the subscriber or make the choice to provide a superior subscriber experience as a digital service provider.
You can read the full article at ISE Magazine.
Want to hear more from the service providers, analysts, educators – and even a few people from Calix like Greg – whose ideas are inspiring business, network, and operations transformation? Read more at Calix Perspectives.