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I suspect that ActiveX enabled browsers allows them to further reduce support costs, e.g. installing a 32 bit version of IE8 allows the Flash driver to be installed thereby reducing calls from grandpa whose new system came with a 64 bit version of Windows 7 and therefor uses the x64 version of IE by default - not to mention that ActiveX also allows ATT to install more powerful software on the customers browser for support and tracking purposes.

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64-bit Windows actually uses the 32-bit IE by default. You have to use a special Internet Explorer (64-bit) shortcut to run the 64-bit version. I don't think that's an issue.

And -

To (hopefully) install a shim that lets them install software that lets their help desk help their customer more effectively. If I were trying to support millions of 'ordinary users' and had them calling me every time anything didn't work the way they expected, I'd want something on their desktop that let me help them (a gotomypc type of agent, for example).

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