The research by Parks Associates, a market research and consulting firm, was recently featured in eWeek. The findings predicted the annual growth rate over four years would be a little more than 14 percent in the U.S. market. The article points out that the growth trend comes from the fact that more companies are reliant on 24/7 uptime and, therefore, require more innovative offerings from companies that service small and midsize companies. In the age of BYOD, more employees are using their own devices, tablets, and smartphones at work and that heightens security concerns. Support services can help companies close the time gap to fix any issues while saving money.

Another factor mentioned in the need for increased tech support is the emergence of the cloud. Cloud computing has proven to be a great advantage for midsize firms. It levels the playing field by decreasing hardware and software costs and introducing technology capabilities that would normally be out of reach. As a result, tech support is becoming increasingly necessary for complex integrations. According to the report, midsize companies today are looking for proper support for various cloud services including collaboration, data backup, storage, and CRM.

From the article, "Tech Support to Skyrocket for Midsize Firms" by Marissa Tejada.

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