Networks in the Home: The Global Service Provider Play

As broadband and television operators ramp up enhanced bundled services offerings, in-home connectivity becomes a more critical component. This report examines the role of home networking and managed services in assisting service providers to more effectively monetize their access networks.

“As broadband and television operators in particular seek to differentiate their basic packages and offer new connectivity-related services to their product mix, the demarcation point will move farther inside the home,” said Kurt Scherf, vice president and principal analyst with Parks Associates. “To account for the new services that the broadband carriers will deploy, home networking and customer premise equipment will evolve beyond basic broadband and data sharing to include new voice applications (voice-over-Wi-Fi and/or mobile-to-fixed-line-handoff services) and distributed entertainment.”

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The Bottom Line

1.0   Notes on Methodology

1.1 Consumer Data

1.2 Definitions

2.0   Service Providers Changing the Scope of Home Networking

2.1 Home Networking’s Role as a Differentiator and as a Service

3.0   Current Market Snapshot

3.1 North America

3.1.1 United States

3.1.2 Canada

3.2 Europe

3.3 Asia-Pacific

3.3.1 Japan

3.3.2 South Korea

4.0   Home Networking: Devices and Services

4.1 Residential Gateways

4.2 Set-tops

4.3 Blending Fixed and Mobile Voice Applications

4.4 Home Monitoring/Home Control

4.5 Additional Federated Devices

5.0   Service Providers and Remote Home Network Management

5.1 The Increasing Complexity of the Digital Lifestyle

5.1.1 Where is the Consumer Pain?

5.1.2 The In-Scope/Out-of-Scope Problem

5.1.3 Installation and Support Needs for the Digital Home

5.2 Requirements for Enhancing Digital Home Customer Care

5.3 Identifying Key Solutions

5.3.1 Installation/Configuration/Management

5.3.2 Remote Management Solutions (RMS)

5.3.3 Metrics-driven Solutions

5.4 Enhancing Customer Care: Emerging Opportunities

5.4.1 Security Improvements

5.4.2 Automated Diagnostics and PC Performance Enhancements

5.4.3 Storage and Backup Services

5.4.4 Home Network Configuration and Management Tools

5.4.5 Remote IT Support

5.4.6 Digital Home Advisor Services

5.4.7 Value-added Services: Attaching Applications to Connectivity

5.5 Remote Home Network Management and Digital Home Support Services: Forecasts

5.5.1 Home IT Support (Remote and On-site)

5.5.2 Home PC Installation and Set-up

6.0   Technology Solutions

6.1 Home Networking Media

6.2 Fixed Mobile Convergence Solutions

6.3 IP Multimedia Subsystem (IMS)

6.4 Femtocells

7.0   Market Forecasts

7.1 Residential Broadband Subscriptions

7.2 Households with Data Networks

7.3 Households with Residential Gateways

8.0   Conclusions and Recommendations

Resource Book

Section I: Consumer Data

Global Home Network Growth

Home Networking’s Growth: A Global View

Home Network Media Used

Home Network Devices Owned and Purchase Intentions

Home Network Purchase Intentions

Supporting Home Networks and Other Digital Home Devices

Background into Research

Topline Recommendations

Internet Security

Additional Broadband-related, Value-Added Services

Interest in Automated PC Maintenance Functions: “Dashboard” Solutions

Interest in Subscription-based Monitoring, Protection, and Customer Service Solutions

PC and Internet Problems: How are they Resolved?

Home Networks

Section II: Vendor Profiles

Residential Gateway Software Solutions

2Wire

Ashley Laurent (Cisco Systems)

Jungo Software Technologies (NDS Ltd.)

Texas Instruments

Carrier Provisioning/Management/Help Desk Solutions

2Wire

Friendly Technologies

Motive Inc.

Netopia Inc. (Motorola)

Nokia Siemens Networks

Peak8 Solutions

SupportSoft

The Bottom Line

Countries Featured in Global Digital Living I and II
Home Networking Definitions
Penetration of Home Networks: North America
U.S. Households with Data Networks: 1998-2012
Household Penetration of U-verse and FiOS Broadband
AT&T and Verizon Residential Gateways
U.S. Cable MSOs and Home Networking
MTS and SaskTel IPTV Subscribers
Canadian Service Providers and Home Networking
Penetration of Home Networks: Europe
Notable European Residential Gateway Deployments
BT Hub and France Telecom Livebox
FT Group Livebox Units Installed - Europe
Penetration of Home Networks: Asia-Pacific
Japanese Home Networking Offerings
Korean Home Networking Offerings
Digital TV Services Growth: U.S. Households
Variations of Existing Multi-room DVR Solutions
Multi-room DVR Strategies
Multi-room DVR Households
Multi-room DVRs Shipped
Major Voice-Centric FMC Deployments
Additional Services Desired and Willingness to Pay: Mobile Phone-based Bundled Package
Service Providers and Remote Monitoring
Interest in Home Control Features
Key Statistics: Consumer Technology Pain
Key Statistics: Home Networking Offers Frustrations
Average Time for DIY Home Technology Resolution
Key Home Technology Problems
Broadband Service Providers: Call Center Metrics
Cost Analysis: Home Networking Support for BSPs
Customer Support Costs: BSPs and Home Networks
Which Customer Support Features of CE Products Might Influence a Particular Brand Choice?
Key Categories and Solutions: The Customer Support Value Chain
CPE Installation/Configuration/Management Solutions
Remote Management Features
Remote Management Vendors
Devices Connected in Home Networks
Residential Gateway Solutions
Customer Support as a Value-added Differentiator
Digital Lifestyle Applications Categorized
Consumers and Internet Security: Quick Stats
Willingness to Pay for a Third-party Security Suite
Frequency of PC Maintenance Functions
Interest in Automating Routine PC Maintenance Functions
Interest in an Online Storage Solution
Which Additional Offerings are Important in Considering a Home Networking Offer from a Broadband Service Provider?
Consumers and Remote IT Support: Quick Stats
Interest in Subscription-based Troubleshooting Services
Willingness to Pay for Unlimited Technical Support
Consumers and Digital Home Advisor Services: Quick Stats
In What Ways Would Professional Home Networking Technical Support be Most Helpful?
Key Assumptions: Home IT Technical Support Forecasts
Remote and On-site Home IT Support: Key Assumptions
Annual Revenue: Home IT Support
Home PC Installation and Set-up Services: Key Assumptions
Annual Revenue: Home PC Set-up Services
Annual Revenue: Digital Home Support Services
Home Networking Choices among Service Providers
IMS Deployments by Major Telcom Vendors
Femtocell Network Demonstration
Femtocell Benefits
Femtocell Development of Major Vendors
Residential Broadband Subscribers: 2005-2012
Households with Data Networks
Households with Residential Gateways
Residential Gateway Deployments: Worldwide Households

Resource Book

Penetration of Home Networks: 2004 to 2006
Net Gain in Home Network Households
Home Network and Broadband Penetration Rates
Adoption of PCs, Broadband, and Home Networks
Home Network Purchase Intentions vs. Actual Growth
PC High Intenders with a Home Network
Home Network Media Used: Canada
Home Network Media Used: United States
Home Network Media Used: France
Home Network Media Used: Germany
Home Network Media Used: Italy
Home Network Media Used: Spain
Home Network Media Used: United Kingdom
Home Network Media Used: Australia
Home Network Media Used: China
Home Network Media Used: Japan
Home Network Media Used: South Korea
Home Network Devices Owned
Likelihood of Buying Home Network Devices
Home Network Purchase Intentions: Global Digital Living I and II
Consumer Needs for Managing the Digital Home
Overall Interest in Digital Home Management Services & Solutions
Interest in Digital Home Management: Newer Broadband Subs and Intenders
“Concerned” with Internet Security Threats: By Length of Time Respondents have had Broadband
Willingness to Pay for Optimized Internet Service for Entertainment
Interest in an Online Storage Solution: By Monthly Multimedia Habits (U.S.)
Respondents Experiencing Security-related Maladies
Percentage of Respondents Concerned with Internet Security Threats (U.S.)
Percentage of Respondents Very Concerned with Security Threats
Profile of Respondents Concerned about Internet Security Threats (U.S.)
Which Internet Security Solutions are Used?
U.S. Internet Users Offered/Accepted Internet Security Services from ISP
Interest in Security Service Suite
Interest in a Suite of Internet Security Services from a Third-party Provider
Willingness to Pay for a Third-party Security Suite
Would the Availability of Security Services Influence the Selection of a Broadband Service Provider?
Respondents’ Attitudes Regarding Internet Performance (U.S.)
Willingness to Pay for Optimized Internet, by Multimedia Activities
Interest in a Third-party Online Storage Service
Interest in Online Storage Solution from Third-party Provider: By Monthly Multimedia Activities
Willingness to Pay for an Online Storage Solution
Frequency of PC Maintenance Functions
Interest in Automating Routine PC Maintenance Functions
Interest in Subscription-based Troubleshooting Services
Willingness to Pay for Unlimited Technical Support
Willingness to Pay for Software and Support
Willingness to Pay for Whole-home Protection Service
Would a Computing Maintenance and Monitoring Service Influence the Selection of a Broadband Service Provider?
Home Technology Problems Reported (U.S.)
Major Categories of Home Technology Problems
How were Internet Security Problems Resolved?
How were Internet Performance Problems Resolved?
How were Home Computer Hardware/Software Problems Resolved?
How were Peripheral Problems Resolved?
How were Home Networking Problems Resolved?
How were PC Set-up and Configuration Problems Resolved?
When Would Respondents Consider a Professional Service (U.S.)?
Most Valuable Applications for a Home Network (U.S.)
Offered and Accepted Home Networking Offer from BSP: U.S.
Which Factors were Important in Accepting a Home Networking Offer from the Broadband ISP (U.S.)?
Reason for Lack of Interest in Home Networking Offer
Interest in Broadband-provided Home Network (U.S.)
What Additional Offerings are Important in Considering a Home Networking Offer from a Broadband Service Provider?
Percentage of Respondents w/Networks Experiencing the Following Problems
Interest in Professional Home Network Technical Support
Willingness to Pay for As-needed Professional Home Networking Support
Willingness to Pay for Subscription-based Professional Home Networking Support
In What Ways Would Professional Home Networking Technical Support be Most Helpful?
Customer Support Features of 2Wire Residential Gateways
Ashley Laurent Overview
Jungo Overview
PIQUA™ Overview
2Wire Solutions
Friendly Technologies’ Carrier Provisioning, Remote Management, and Support Automation Solutions
Motive Solutions
Netopia (Motorola) Solutions
Nokia Siemens Networks Solutions
Peak8 Solutions Overview
SupportSoft Overview

Publish Date: 1Q 2008

Pages: 157

Authored By:
Kurt Scherf - Vice President, Principal Analyst

Executive Editor: Tricia Parks
Published by Parks Associates

© January 2008 Parks Associates
Dallas, Texas 75230

All rights reserved.  No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.

Printed in the United States of America. 

Disclaimer
Parks Associates has made every reasonable effort to ensure that all information in this report is correct.  We assume no responsibility for any inadvertent errors.
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