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Publishers have to invest in games-as-service, says EA's Peter Moore

Electronic Arts chief operating officer Peter Moore thinks publishers who don't start looking at games as a service are in for a rude awakening. With more content being delivered digitally and revenues coming from account-based services, he told Eurogamer EA has elected to get out in front of games as a continued relationship with consumers.

"We think of ourselves less as a peer to our good friends at Take-Two, Activision and Ubisoft and more as a peer, quite frankly, to the service companies like Facebook, Google, Apple and Amazon," he said.

While EA used to let retailers handle issues like faulty game discs, Moore said digital transactions across the consoles, mobile devices, and EA's own Origin service have put the company in direct contact with consumers across the world all day, every day. Its customer service department handles more than 20 million contacts every year.

EA hired hundreds and invested millions in a new customer service center in Galway, Ireland to better maintain its relationship with consumers. Moore said many of the contacts need help with issues like downloadable content and achievements not showing up.

"My message to my peers in the publishing industry, if you're not doing this and you haven't done this already, you're probably already late in getting yourself ready for this next evolution of the industry … This is what you have to do, otherwise I don't think you can take money from a consumer for some kind of a service or a subscription or microtransactions, being trusted with their credit cards directly, and not have this level of quality and quantity of service on a global basis."

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10 comments

  • angelusdlion - October 26, 2012 10:04 a.m.

    Does this mean they'll make their product free like Facebook?
  • ddg4005 - October 26, 2012 6:49 a.m.

    Here we go again: the infamous games, and by extension software, as service model. It's dead, moribund as it can be. Software is a product produced for sale to the end-user. Treating it as a service removes ownership from the buyer and keeps in the hands of the producer. The end result is that companies like EA make their nut coming and going. I'm of the opinion that unless EA changes it's business model it will be relegated to irrelevancy a few years. Note to Peter: people still like buying games on disc.
  • tehtimeisnow - October 25, 2012 8 p.m.

    i argree with everhting he sed. ea is probebly the best game compeny out there cuz they have the best salling games and they make billoins of dollers. more compenies should b like ea then it b a perfect werld for gameing
  • MysterEnygma - October 25, 2012 8:05 p.m.

    dat grammar
  • Dante1924 - October 27, 2012 1:17 p.m.

    Yeah, I swear it gets worse with every post he makes.
  • bishabosha - November 5, 2012 9:52 a.m.

    Wat happedn to activoisn? I fought they were da best cuz of the almitee call of duyt black ops?
  • D0CCON - October 25, 2012 3:02 p.m.

    You can't be a peer to Facebook and Google when you charge $60 per game. Making cheap games with DLC is an option, making $60 games full of content is an option, but making $60 games full of DLC is ridiculous.
  • ObliqueZombie - October 25, 2012 2:15 p.m.

    Yeah, because EA is a good leader in customer service.
  • Redeater - October 25, 2012 1:43 p.m.

    Wow, does this man ever resemble a 1960's Disney villain.

Showing 1-10 of 10 comments

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