Abstract
The telecommunications industry paints a glamorous picture of the Digital Home. The vision involves a handful of sleek, technology devices, which deliver what you want, when you want it, and without hassle.

But the reality is very different. Today's digital home features:

- Both old and new equipment
- Incompatible devices from multiple vendors
- Wiring and access constraints
- Services that are difficult to set up and complex to use

The real digital home is further afflicted by installation and technical support problems. Despite the various types of vendor equipment within the home, the service provider becomes the first place a subscriber will go to for assistance. And for service providers, these call centre costs have become the largest operating expense and threaten to spiral out of control as new services (IPTV, VoIP) are layered on the broadband infrastructure.

This session will identify the key problem areas faced by Service Providers within the Digital Home. And illustrated by examples from actual deployments, we will show how service providers have created effective solutions in Making The Real Digital Home Work.

Speaker Biography
Mr. Chih-Che Tsai brings more than 15 years of experience of product development, product management, and sales in software industries for telecommunications, enterprise, and consumer markets. Chih-Che joined SupportSoft in March 2001 and is currently Director of Systems Engineering for Asia Pacific region. His current responsibilities include pre-sales activities, business development, marketing and strategy for SupportSoft in APAC. Before heading the APAC System Engineering team, Chih-Che was Senior Product Development Manager of more than half of SupportSoft's products.

Prior to joining SupportSoft, Chih-Che was Senior Managing Principal and Senior Product Development Manager at Oracle Corporation and several other Internet start-up companies in San Francisco bay area. His responsibilities included product development, product management, pre-sales, and global services for CRM, Business Intelligence, wireless, and e-commerce applications.

Chih-Che received his B.S. in Civil Engineering from National Taiwan University, an MSCE from Massachusetts Institute of Technology, an MS in EEOR from Stanford University, and an MECE from U.C. Berkeley.<Back>