VOIP services

Study: MSOs Hit & Miss With Biz Phone

12:55 PM -- It's no secret that cable MSOs are trying to hit the telcos where it hurts by serving up a new range of business-class services, and there's even some recent proof showing that some operators are actually getting quite good at it. (See Cable Gets Down to Business.)

A case in point is Cablevision Systems Corp. (NYSE: CVC)'s Optimum Business VoIP offering, which uses Docsis/PacketCable and targets small- and mid-sized business customers. A new J.D. Power and Associates study on business-class voice services just gave that service top honors in the SMB category, with a customer satisfaction score of 701 (on a 1,000-point scale), outpacing AT&T Inc. (NYSE: T)'s score of 652.

Optimum Business was also tops in the home-based business segment, with a score of 680, besting Verizon Communications Inc. (NYSE: VZ)'s 649. Comcast Corp. (Nasdaq: CMCSA, CMCSK), meanwhile, has been ramping up its own SMB play, but it's still got some work to do. In the home-based biz category, it notched a next-to-last score 621. Only Time Warner Cable Inc. (NYSE: TWC) (617) scored worse.

Verizon, however, could not be beat in the large enterprise business category (500 or more employees), posting a 684, ahead of AT&T's score of 659. [Ed note: Cablevision tells us it's not big enough to qualify for the large enterprise category, at least not for a national study like this. But evidently it is plenty big enough for the other categories in the study.]

J.D. Power based the tally on responses from 3,304 businesses fielded in January and April. (See Cablevision, VZ Top Power Rankings.)

By category, here's how they all stacked up:


Phoning Home

Enterprising Voice

— Jeff Baumgartner, Site Editor, Cable Digital News

Jeff Baumgartner 12/5/2012 | 4:00:35 PM
re: Study: MSOs Hit & Miss With Biz Phone

According to Cablevision, this is the first time any cable MSO has topped this list. Here's what they had to say about the whole thing.  Also, curious to know why Cox, which has been all over the biz services segement, isn't on any of these lists...I'll see what I can find out about that.


Jeff Baumgartner 12/5/2012 | 4:00:33 PM
re: Study: MSOs Hit & Miss With Biz Phone

Since Cox has a business services unit that rivals any cable operator's, they were conspicuously absent from this biz voice study study. Frank Perazzini, the study director, explained via email that JD Power requires a minimum number of respondents from each provider to ensure "statistical reliability"

He also points out that Cox made the cut on JD Power's recent business data study, but adds that Cox, "if they continue to grow at their current rate…will likely qualify for business voice in 2010."


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