U.S. tech support subscriptions to generate more than $600 million in 2012
EchoStar Corporation and Troppus Software announced today John Fisher, CTO & CSA, Troppus Software; VP Product & Technology, EchoStar Corporation, is participating as a speaker at CONNECTIONS™ at TIA, June 5-7, at the Gaylord Texan. Mr. Fisher will participate in the session "The Evolution of Customer Care: Technical Support and Beyond" on Tuesday, June 5, 11:15 A.M.
The whole-audience session, moderated by Kurt Scherf, VP, Principal Analyst, Parks Associates, examines the elements of successful care and support services and steps to move to holistic customer offerings. Research from Parks Associates indicates 1.6 million U.S. broadband households had a subscription to tech support services in 2011, doubling in one year and providing a significant boost to customer satisfaction for service providers, CE manufacturers, and retailers. Subscription revenues in 2012 will exceed $600 million.
"Service providers who want to win a significant share of this rapidly growing multibillion dollar industry will need to embrace a fundamental shift in their approach to service and support by adopting new and holistic offerings that encompass Tier 0 through premium services. This will require the integration of tools that benefit from contextual knowledge of user systems and adaptive intelligence that gets smarter as digital environments become more complex," said John Fisher, CTO & CSA, Troppus Software; Vice President Product & Technology, EchoStar Corporation.
"EchoStar and Troppus Software have extensive experience delivering unique solutions to consumers, notably through their Digital Life | Now™ solution," said Stuart Sikes, President, Parks Associates. "Integrating tech support is a key step in the connected home ecosystem, and Mr. Fisher brings significant insight to CONNECTIONS™."
CONNECTIONS™ focuses on innovative solutions for the connected consumer and leading strategies to monetize digital content, mobile applications and services, value-added services, connected consumer electronics, and home systems. The conference features research sessions on OTT video, mobile and product apps, connected CE, and the connected home.
More information about CONNECTIONS™ at TIA can be found at www.connectionsconference.com.
The 16th annual CONNECTIONS™: The Digital Living Conference and Showcase will be co-located with TIA 2012: Inside the Network on June 5-7 at the Gaylord Hotel, Dallas, Texas. Hosted by international research firm Parks Associates, CONNECTIONS™ at TIA 2012 focuses on innovative solutions for the connected consumer and leading strategies to monetize digital content, mobile applications and services, value-added services, connected consumer electronics, and home systems.
The executive research conference includes presentations from Parks Associates' leading analysts and visionary sessions featuring executives in the connected entertainment and digital home technology industries. CONNECTIONS™ at TIA 2012 also features The Connected Home Pavilion, an area on the TIA exhibit floor where attendees can preview demos from operators, manufacturers, and solutions providers for the digital home.
For more information, contact firstname.lastname@example.org, call 972-490-1113, visit www.connectionsconference.com.
About EchoStar and Troppus Software
EchoStar Corporation (NASDAQ: SATS) is the premier global provider of satellite operations and video delivery solutions. EchoStar's wholly-owned subsidiary, Hughes, is the world's leading provider of satellite broadband services, delivering network technologies and managed services for enterprise and government customers in more than 100 countries.
Headquartered in Englewood, CO, with additional business units world-wide, EchoStar is a multiple Emmy award-winning company that has pioneered advancements in the set-top box and satellite industries for nearly 30 years, consistently delivering value for customers, partners and investors through innovation and outstanding quality. Over the last three decades EchoStar's contribution to video technology has been a major influencer to shifts in the way consumers view, receive and manage TV programming.
EchoStar's consumer solutions include HughesNet®, North America's #1 high-speed satellite Internet service, Sling Media's Slingbox® products, and EchoStar's line of advanced digital video set-top box products for the European free satellite and terrestrial viewer markets. For additional information visit www.echostar.com.
Troppus Software has developed a comprehensive service delivery platform and customer service and support suite, Digital Life | Now™, incorporating a SaaS solution for consumers that interfaces with an advanced incident management application for agents. The suite of products leverage the Semantic Knowledge Management System™, a proprietary adaptive intelligence engine for knowledge management, content management and business intelligence.
Digital Life | Now™ speeds the diagnosis and resolution of common technology issues for consumers and small businesses. Service providers, technology companies and consumer electronics manufacturers rely on Digital Life | Now™ to simplify the growing complexity of the digital landscape, deliver significant operational savings and capitalize on multiple monetization opportunities including rich consumer insight data.
Troppus Software was established in 2009 with the launch of its version 1.0 product. Digital Life | Now™ version 3.5 will be launched in June, 2012. Troppus Software was acquired by EchoStar as a wholly-owned subsidiary in January, 2011.