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Internet of Things Drives Demand for Security Support

If you're one of those American consumers that learned how to configure your Wi-Fi router to add various new devices to your wireless home network, then consider yourself one of the many who are self-sufficient techies.

Parks Associates reports that, based on the findings from their recent market study, 84 percent of U.S. broadband households set-up their entertainment and computing devices on their own, while 60 percent set-up their smart home devices on their own.

The Parks study found that despite this independent on-boarding process, the need for vendor technical support persists and will increase as consumers bring more connected devices into the home.

"Consumers’ home networks are rapidly expanding through the adoption of complex connected devices," said Patrice Samuels, research analyst at Parks Associates.

Tech support is a key factor in tying together the Internet of Things (IoT), according to Parks Associates. For example, 27 percent of U.S. broadband households owned a connected health device by the end of 2014.

As consumers embrace new categories of devices, support needs will increase dramatically. Support providers must invest in new tools and solutions that minimize the burden on support resources.

Vendor support services can ensure a positive user experience, monitor devices for proper operation, and protect the connected home from online cyber attacks by implementing the appropriate security measures.

Moreover, the evolving tech support demand will grow, as more complex new devices are introduced into the home environment. Approximately 60 percent of U.S. broadband households polled already have concerns about device security and data security on their home network.

"Consumers appreciate the convenience and control that comes with increased connectivity, but they are aware of the potential security risks," adds Samuels.

High-profile media reports only heighten their concerns. Device manufacturers and broadband service providers must design security features into their connected products and communicate directly to consumers regarding their ongoing efforts to combat the known security risks.

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