|[June 17, 2014]
"IoT to Drive a Customer Service Revolution"
PALO ALTO, Calif. --(Business Wire)--
On the second day of the IoT World Conference, Vishal Dhar will release
a whitepaper titled: "How the Internet of Things is Revolutionizing
This is downloadable at: http://www.digitalservicecloud.com/white-paper.
1:1 customer interactions made possible through personalized services
"The customer service industry is about to see an IoT tsunami change in
the next five years. Just as consumers will experience a whole host of
new applications; brands, service providers and OEMs will realize the
full opportunity of IoT enabled customer services and support. One to
one customer engagement practice can now become a reality, as a new
layer of connectivity, customer intelligence and automation appear in
the service conversation evoking a service delivery revolution,"
commented Vishal Dhar, co-founder at iYogi - Digital Service Cloud,
speaking at the IoT World Conference.
The whitepaper cites:
Unified customer service management platforms: In an IoT world,
platforms are the way forward for service providers to monitor,
service and manage heterogeneous devices across consumer and business
applications. A single interoperable platform with a centralized
interface enables integrated support channels, apps, databases and
user tools for an enhanced customer experience and driving efficiency
to operational centers.
- Synchronized customer intelligence: Real time IoT customer data
combined with predictive analytics allows for faster service
resolution. Intelligence on customer status, location, functionality
and preferences enables service issues to be resolved proactively -
going beyond real-time to future-time, giving insights into potential
Costs of service management will be driven down: Moving away
from a reactive model of support and working on real-time data,
service providers can automate service solutions to realize cost
reductions and provide an overall better customer experience.
Big Data = Personalization and improved customer manageability:
IoT allows the greatest opportunity yet to collect big data. As more
customers and end users' devices are connected - service providers are
able to understand each customer's specific profile and behavioral
patterns to deliver far more personalized customer engagements.
Balancing automation and human interaction: The White Paper (News - Alert)
predicts that IoT devices will increasingly interact without human
intervention in the first instance, through automated customer
services and intelligent interventions - qualifying issues with
optimal resolutions via self-service assets, utilities and one-to-one
service requests. For high escalation cases, customer service agents
will handle service requests where manual intervention is necessary.
Reactive to proactive service support: Automated customer
service has a big place in the next generation of the service
industry, as IoT drives intelligent automation based on real time data
aggregation and analysis. This will allow the device itself - and not
the human user - to interact with a support layer for problem
Unlock hidden revenue opportunities: A better understanding of
the customer profile and likely behavioral patterns is made possible
by an IoT driven service platform. Real-time customer intelligence
provides insights to OEMs
and service providers to plan and anticipate future customer needs
and requirements to extend customer lifecycles with opportunities to
introduce additional products and services.
Market opportunity for support: The rapid expansion of device
connectivity is fueling growth in the market for solutions designed to
power the Internet of Things. Global revenue from M2M services is
forecast by Infonetics (News - Alert) to grow at an 18% CAGR from 2013 to 2018. "M2M
continues to gather momentum as enterprises, in the never-ending pursuit
of competitive advantage, seek to find new ways of using connected
technologies to improve business agility and lower operational costs,"
notes Godfrey Chua, directing analyst for M2M and The Internet of
Things, Infonetics Research (News - Alert).
About Digital Service Cloud
Digital Service Cloud is a unified IoT customer management platform that
intelligently monitors, services and manages heterogeneous devices,
enabling service providers to manage large-scale customer service
deployments and redefine end-user experiences. Digital Service Cloud
empowers service providers to transform service delivery, enhance the
customer experience and generate new revenues through support
automation. The company partners with global brands, major service
delivery platforms, software companies and service providers. Website: http://www.digitalservicecloud.com/
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