iTOK sponsors CONNECTIONS 2011

Parks Associates is proud to welcome iTOK as a 2011 CONNECTIONS US Sponsor.

Founded in the US in 2004, iTOK utilizes proprietary problem prevention software to make computers more comfortable and secure for the average person to use. iTOK is founded on the belief that computer support should be personal, trustworthy and affordable.

Thank you iTOK for your support. We look forward to your participation!

Please visit www.itok.net for more information.

CONNECTIONS™ addresses service provider innovation and opportunities to build ARPU

TV Everywhere has generated headlines for service providers, but tech support and online storage services are also critical parts of any successful bundling strategy, according to international research firm Parks Associates.

Parks Associates reports almost 40% of U.S. broadband households are interested in receiving managed Internet security from their service provider, while premium tech support services and online backup each attract approximately one-third of households.

CONNECTIONS™: The Digital Living Conference and Showcase will feature multiple panels on Entertainment Platforms & Value-Added Services:

Digital Home Technical Support Services

Digital Lifestyles

Service Provider Innovation

The Service Provider and the Connected Home

Innovations & Investments: Venture Capitalist Insights

CONNECTIONS™ will feature several executive sessions examining strategies for providers to expand their value-added service offerings, including a look at unique service trials conducted by the most innovative second-tier service providers in the U.S. market.

Other CONNECTIONS™ Session Topics include: New Media and Digital Content, Consumer Electronics, and Home Systems & Controls.

CONNECTIONS™ addresses business strategies and new technologies that leverage consumer interest in TV Everywhere services

Parks Associates reports TV Everywhere services are gaining popularity, with over 40% of U.S. broadband households very positive on these services, which will be a prominent topic at the upcoming CONNECTIONS™: The Digital Living Conference and Showcase.

CONNECTIONS™ includes multiple sessions on New Media and Digital Content:

• TV Everywhere and Online Video
• Mobile Internet and Cloud Services
• Trends in User Interfaces
• TV and Online Video Advertising Metrics
• DRM, Conditional Access, and Payment Models

Other Event Sessions:

Entertainment Platforms & Value-Added Services

• Digital Home Technical Support Services
• Digital Lifestyles
• Service Provider Innovation
• The Service Provider and the Connected Home
• Innovations & Investments: Venture Capitalist Insights

Consumer Electronics

• Design Elements for Connected CE
• Monetizing Connected CE
• The Future of the Set-top Box
• 3DTV
• TV Technology in the New Age of Consumer Buying

Home Systems & Controls

• Residential Energy Management
• Getting Consumers to Care about Home Controls
• Business Models for Energy Management
• Architectures and Implications for the Home Area Network
• Energy Management as a Key Application for Home Controls

For more information, visit www.connectionsus.com or contact sales@parksassociates.com, 972-490-1113.

Free Tech Support Webcast: Enhancing Remote Customer and Technical Support

Register today for the Parks Associates March 18th webcast, Enhancing Remote Customer and Technical Support, sponsored by PlumChoice and support.com. Kurt Scherf, VP, Principal Analyst, Parks Associates, will discuss the evolution of the support market - including consumer electronics, home computer and networking configuration, and a variety of maintenance, diagnostics, and troubleshooting services.

Parks Associates estimates that revenues for remote tech support services have doubled in the last year, with revenues in the hundreds of millions of dollars.

As consumers demonstrate a willingness to pay for premium remote technical support services, what are the opportunities and challenges for companies developing and expanding customer care and remote technical support services?

How does the industry move from reactive services to developing a perspective on holistic customer care?

Join Parks Associates, PlumChoice, and support.com for this special Webcast on the evolution of the support market.

Register Now

SupportSoft Launches Performance Manager for Targeted, Automatic PC Optimization and Repairs

Software easily speeds up computers by quickly fixing problems, including defragmenting disks, removing unwanted software and repairing registries --

SupportSoft, Inc., a provider of software and services that make technology work, announced the release of Performance Manager, its newest proactive support and “do-it-yourself” tool that automates and simplifies routine computer maintenance, so end-users’ PCs can keep running like new—even as they age.

Over time, all desktop and laptop computers naturally accumulate clutter that slows them down; exposes them to viruses, spyware and malware; and can even cause application freezes or system crashes. Like automobiles or any frequently used machine, maintenance is just as important for computers, which need regular tune-ups to run smoothly and stay in top performance.

Performance Manager leverages SupportSoft’s innovative ‘sync’, authoring, and targeting technology for computer troubleshooting and repair—allowing digital and managed service providers to personalize the solution to their customers’ unique needs. The software is built especially to work behind the scenes, carrying out periodic, non-intrusive clean-up jobs that keep a hard drive spotless. Further, it provides easy-to-follow access to routine PC fixes and updates that can enable system applications to work more efficiently.

Performance Manager effectively scans a user’s system looking for ways to improve maintenance, policy, performance, and security functions. It examines the operating system, memory and disk space, software, programs and settings, and enhances them when appropriate. Key to its ease is an intuitive wizard that recommends changes and guides end-users through update procedures. With step-by-step instructions, users can defragment a disk, add or remove programs, upgrade security settings, or schedule ongoing maintenance—all from one interface.

The self-help approach behind SupportSoft Performance Manager puts users in control of their computer settings and software applications without taking significant time or technical know-how. Users can enjoy optimized system performance that does not diminish as their computers age. Significant benefits include accelerated startups, downloads and web surfing, as well as savings on repair costs and time making service-related phone calls.

Performance Manager is now generally available as a standalone client and can be integrated with both SupportSoft Dynamic Agent and Subscriber Agent™ platforms.

For more information about the SupportSoft, visit http://www.supportsoft.com/.

To view the full press release, click here.

Posted on behalf of SupportSoft.

Revenues for Professional Tech Support to exceed $2 Billion by 2013

Parks Associates finds consumer use of tech support tripled since 2006, creating opportunities for service providers, retailers, and third-party providers --

The number of U.S. broadband households seeking professional services for computer and networking problems has tripled since 2006, as more users lack the time and expertise to deal with the complications of today’s technology, according to Customer Support in the Digital Home.

This 2009 consumer survey from international research firm Parks Associates reports more than 30% of consumers have used in-store or in-home technical support to solve a computer problem, up from 10% in 2006. Fifteen percent of consumers have used professional tech support for home networking problems, up from 6% in 2006. Parks Associates forecasts U.S. revenues for PC and home networking troubleshooting services will exceed $2 billion due in large part to growing consumer demand and increased prevalence of connected devices.

Customer Support in the Digital Home reports that service providers can enhance their service portfolios through such offerings as managed security, enhanced technical support, and online backup. Value retailers can enhance their standing by creating service programs that go beyond extended warranties to include ongoing support for purchased and installed products.

Customer Support in the Digital Home is a 2009 survey of over 2,000 U.S. broadband households. It covers the following topics:

• Analysis of tech support experiences and services from service providers

• Tech support features at the time of a consumer electronics purchase

• Consumer experience and interest in tech support services that include enhanced Internet security, online backup, home computer, and home networking

• Consumer interest in new, emerging home networking features

The CONNECTIONS™ conference, June 2-4, features a Support and Management track, including the panel Remote Technical Support.

For registration, or to request a press pass, visit http://www.connectionsconference.com/.