We’re increasingly reliant on our networks to keep us working, entertained and connected to our loved ones. Networks ensure our kids get an education and have smart new toys to play with. But it’s hard enough keeping your laptops and mobiles secure, without having to worry about cybercriminals targetting everyday objects such as your fridge, your child’s smart teddy, your baby monitor, your partner’s watch or even the family fishtank. In fact, more and more households are struggling to protect their identity, privacy and personal data, as well as ensure their connected experience is as expected. This has created an opportunity for a new kind of cybersecurity service – Connected Customer Assurance & Protection Services (CCAPS).

New cybersecurity category, CCAPS, keeps families and small businesses safer

LONDON, UK, 26 January 2021, the leading telecoms analyst firm Omnisperience launches a new cybersecurity category aimed at the convergent space of SMEs-households-individuals that is supplied as-a-service by telecoms operators.

Independent analyst firm Omnisperience has published a new paper (‘Unleashing new revenue streams and boosting digital confidence with CCAPS’) that outlines the risks facing households, homeworkers and small businesses in today’s increasingly connected world. Omnisperience argues that these customers have been left behind when it comes to enjoying a safe connected experience, with lack of time, expertise and resources meaning they remain exposed to ever-more sophisticated cyberattacks.

“While large enterprises have the means to protect themselves, households and small businesses remain vulnerable, risking their own safety and security but also providing a back door that can be exploited and poorly secured devices that can be utilised in large-scale cyberattacks. It’s in everyone’s interest to fix this problem,” explains Teresa Cottam, Chief Analyst, Omnisperience

This is a problem that a new type of cybersecurity service has evolved to solve. Connected customer assurance & protection services (CCAPS) eliminate the gaps between siloed security applications, remove customer effort, and provide unobtrusive but effective protection for all devices, connections, personal data and activities. Importantly, they also add performance assurance, to ensure connected experiences meet evolving customer expectations.

CCAPS are a new type of value-added service provided by communications service providers (CSPs) that enhance the customer experience, add value to the core network offering and deliver a critical new revenue stream to CSPs.

Unlike many new CSP revenue streams that are currently being talked about by industry commentators, demand for CCAPS is proven, not theoretical. CCAPS address critical customer concerns and remove the burden of maintaining and securing household networks, data and devices. This makes them something that customers are prepared to pay for today. In fact, CSPs that have launched initial CCAPS are seeing immediate uplifts to their ARPUs in the region of EUR1-2 per month. And with CCAPS set to become more sophisticated, research from Coleman Parkes suggests households are willing to pay even more – up to USD5per month1. For a typical Tier 1 CSP this represents hundreds of millions of euros in much-needed and immediately-realisable new revenue.

“Connected Customer Protection & Assurance Services are one of the low-hanging fruits for CSPs currently looking for new revenue streams,” says Cottam. “They’re vital both as a direct source of much-needed revenue, but also because they boost digital confidence, making them essential to the success of the digital economy.”

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Connected Customer Assurance & Protection (CCAP) services are cybersecurity services delivered through the network, as a service, providing holistic protection and assurance for connected customers. These services are a hybridisation and evolution of B2C and small businesses solutions. Their aim is to provide better and affordable cybersecurity by automatically protecting devices, connections, activities, applications, data, identity and privacy, as customers navigate the connected world.

CCAPS sit alongside enterprise cybersecurity solutions and plug the gap between the smart lifespace and smart workspace, protecting individuals, households, small and medium-sized enterprises (SMEs), microbusinesses, nanobusinesses, and home workers. They’re an example of what Omnisperience calls a ‘network-plus service’, a specialist form of value-added service delivered by the network provider that adds a monetisable and differentiated element to a quality network experience.


CCAPS differ from enterprise cybersecurity solutions in 4 key aspects:

  • they’re a specialist form of MSSP service delivered by the network provider not a third-party vendor
  • they’re effortless and fully automated
  • they’re targetted at, and affordable for, small businesses, individuals and households
  • they combine the traditionally separate domains of cybersecurity, network assurance and privacy protection.


A complimentary copy of ‘Unleashing new revenues streams and boosting digital confidence with CCAPS’ is available to download from: our website

Examples of CSPs that have recently launched CCAPS services include:

  • Yoigo – an ID protection service incorporating insurance against losses (see here)
  • MEO (Altice Portugal) – a cybersecurity service including malware, phishing, ransomware and cryptomining protection, as well as parental controls (see here)
  • IBASIS launched a wholesale CCAPS service to ensure MNOs are delivering assured and secured services to end customers (see here)


Omnisperience is an independent industry analyst firm that takes a fresh approach to research and advisory projects by helping its customers better understand their market and, as a result, become more profitable. Omnisperience’s experienced analysts focus on digital service providers in the telecoms, media & technology sector (TMT), providing insight that helps them reimagine their businesses and improve their commercial success. Omnisperience engages and inspires – delivering Value From Experience.


Teresa Cottam is the Chief Analyst at independent industry analysts Omnisperience, leading the research & analysis. She is a judge of the GSMA’s Global Mobile Awards (GloMo’s), the UK Cloud Awards, and the World Communications Awards. She previously held senior positions at Telesperience, Analysys Mason, Chorleywood Consulting, Informa and Ovum.


  1. See ‘CSP Security Survey: Trends in the US, Japan and LATAM’, September 2020 (page 6)
    This research by Coleman Parkes found that: “while an average of 53% of CSPs thought consumers would be willing to pay between $2-$4 and 20% between $5-$6 USD beyond their monthly packages for security services, research among APAC consumers, for example, showed an average of 74% of those surveyed were willing to pay $4.81. Similar research in LATAM among consumers had even higher results, around $5.50 USD.” The research also found that US customers were willing to pay an average of $4.80.