IoT and call centers

Organizations are facing a new era of IT, era of low-cost, small electronic devices with sensing, communicating and computing capabilities, commonly referred to as the Internet of Things (IoT). Changes driven by the IoT will likely be much more profound than those caused by previous IT eras. In particular, the digital data streams (DDSs) created by the widespread adoption of IoT devices will create many opportunities that will change the face of all businesses and organizations. To deliver their value proposition, IoT devices need four main capabilities deployed in concert: identifying, sensing, computing and communicating.

What is IoT ?

In simple terms, the IoT (Internet of Things) are often called to any of the physical objects connected with network. These objects can be anything, may be devices or vehicles that are embedded with network connectivity, sensors, electronics and software which let these object collect or transfer data. In other words, it gives a capability to things to transfer data with no human-to-human or human-to computer interaction. In IoT (Internet of Things), “Things” are often mentioned many things which may built-in sensors of vehicles, heart monitoring implants, or maybe bio chip transponders on livestock.

There is no doubt that the Internet of Things is going to significantly change the future and how customer service is delivered. The Internet of Things (IoT) is poised to fundamentally alter the way during which the planet works, and get in touch with centers are going to be no exception. IoT concept, whereby virtually any ‘thing’ from refrigerators and microwave ovens to motor vehicles can be connected to the Internet, is fast becoming a reality.

IoT in call centers

IoT raises many issues in a contact center which are technical in nature. At present, the basic queries are managed by the agents themselves and in some cases they transfer the more specific and complex inquiries to the experts.

The contact center will play a critical role in delivering an excellent customer experience with the complexity of IoT-interactions, requiring more support from customer service agents, not less. It’s not about understanding the technical requirements of a single device, but about how that device interacts within a whole ecosystem of products. IoT-related problems can quickly reach the bounds of the choice tree, requiring skilled agents who can think creatively and deal with unusual contexts. As a result, agents will have the training and capabilities to supply consistent, cross-channel handling, and in many cases, be certified to deal with privacy and security issues related to IoT. Success metrics also will get to evolve beyond average handle time, to account for the extra resources and time needed to realize a positive resolution.

Internet of things is just one among the simplest ways during which we will utilize the self-service options to expand our presence in customer service. With the assistance of those smart objects that are diagnosing little issues by their own, customers would be required to speak with the decision center agents less frequently and can reduce the main call volume on their voice channels.

Therefore, when the potential customer will feel the necessity to call, it’s more likely that the detailed nature of technical concerns might increase the quality handling time call center agents would be ready to understand the utmost details of all the problems then provide a radical response.

Analytics creates an intelligent and proactive support model

Real time customer data combined with predictive analytics will allow customer service to travel beyond basic automation. In the future, problems are going to be solved proactively by understanding customer information on status, location, functionality, and preferences.

The emergence of an intelligent support layer will enable actions to be taken supported real-time data and per-defined automated processes. This allows devices to directly interact with the support layer removing the necessity for human interaction. The intelligent support layer will routinely take action on your behalf means less complex and it can manage things with less time.

A simple example is that the smart printers that monitor toner and is in a position to automatically place an order for more toner supported previous buying preferences. Instead of just alerting you that your toner is low, the intelligent support layer is in a position to act beforehand of running out of toner and notify you that toner has been ordered and can arrive in 2 days. Service moves from reacting to issues like “I can’t print because I am out of toner” to proactively solving the issue by ensuring that you never run out of toner.

IoT redefines the customer relationship

IoT including data analytics from connected devices are transforming the way companies are interacting with their customers. Additionally, these connected products are helping to accelerate product innovation by allowing faster, closed-loop system feedback directly from customers. This creates a virtuous situation where customers recover service and products and corporations gain insights to deliver more personalized experiences driving higher loyalty.

While we certainly need, as an example, ‘intelligent networking technologies’ in many cases and while connected devices have a capacity of action, the important intelligence and action sits within the analysis of the info and therefore the smart usage of this data to unravel a challenge, create a competitive benefit, automate a process, improve something, whatever possibility our IoT solution wants to tackle. Just as there’s no Internet of Things without (big) data, there’s no useful Internet of Things deployment without understanding meaning, intelligence, (big) data analytics, cognitive and AI and so on.


There is always a degree of automation, regardless of the scope of the project or the sort of Internet of Things application. In fact, most IoT applications are essentially about automation and that often comes with costs and benefits. Industrial automation, business process automation or the automated updating of software: it all plays a major role in the context.

IoT and future

The future of customer service isn’t to completely eliminate person-to-person customer interaction, it’s to mix artificial technology with human intelligence to satisfy customers and meet their expectations. In fact, this is often actually a ripe opportunity for contact center career opportunities, because it challenges existing agents to up skill themselves. It’s time to offer contact service agents the tools they have to represent their company as best they will.  Once you incorporate artificial resources, you’ll be ready to cover simple and routine tasks with the assistance from machines, and then use your human resources for more personalized contributions to the business. This means that whenever your customers need more complex support, you’ll be ready to assist them. After all, you’ll always get to go above and beyond to interact and interact together with your customers to stay them happy. IoT can fix many problems related to call centers.  The only way that businesses will be able to improve their service is by analyzing their customers’ data to find the answers they need. Artificial intelligence and the Internet of Things (IoT) are important solutions to these problems because AI technology can perform analytical activities more efficiently than human.



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