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Today’s customers are more connected than ever before due to the rapid proliferation of different types of digital devices available in a variety of form factors and operating on multiple platforms. According to a report released by International Data Corporation, shipments of smart connected devices crossed 1.2 billion in 2012, an increase of 29.1 percent as compared to 2011.
As per another study, each household has an average of seven connected devices including laptops, smartphones, smart-tvs and home automation systems. Due to the heterogeneous technology environments of digital homes and businesses, tech support needs have also become complex. Moreover, customers expect on-demand support across all devices at the point of need such as mobile and social platforms.