Forget fiber, telcos should deliver customer service to the home -- and fast

With mobile devices taking over the home, the living room is likely the next battleground for telcos. In a recent 20-country study among 59 C-level executives, Accenture discovered that three quarters of telcos surveyed plan to launch technical support for multiple devices in the home. Customer relationships are cited as a major driver and telcos believe that they are best placed to offer this service. Consumers, however, disagree. They would certainly like one support organization, but almost 60 percent said they would generally ring their device provider for that support. Part of the reason for telcos focusing on this area is a belief among half of the sample that if they did not provide support, other companies - Internet or software companies, cable, satellite and media companies, or even retailers – will.