While it's hard to ignore the fact that cable is gaining recognition for their SMB service efforts, incumbent operators such as AT&T--which has received Frost & Sullivan's 2009 North America New Product Innovation Award in Information and Communication Technologies for its Tech Support 360 service--aren't giving into cable. Taking a 'going beyond the demarcation mentality,' AT&T's Tech Support 360 supplies everything from online remote IT support (wireless LAN setup), to peripheral setup and repair (PCs and printers). The service recognizes the fact that SMBs lack the in-house resources to resolve IT issues and network management.
AT&T's bet on providing remote services and IT support appears to be paying off. Since launching Tech Support 360 last fall for SMBs, the ILEC has signed up 100,000 customers for the service. Customers thus far appear to be satisfied with the service as more than 90 percent said they were "very satisfied" with the service.
- see the Frost & Sullivan release here
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