The Internet of Things & Contact Centers

Drew Matthews, Ytel |  

The Internet of Things (IoT) is  revolutionizing multiple industries on a global level. From mobile apps to household devices to enterprise level software solutions, the changes are big and scalability is part of the solution that we've been waiting for. In the contact center industry, the Internet of Things has begun to make subtle changes that will ultimately pave the way for call agents, contact center managers, and their customers towards business and revenue growth, simplification of processes, and increased productivity.

Internet of Things & Contact Centers

The Internet of Things (IoT) is  revolutionizing multiple industries on a global level. From mobile apps to household devices to enterprise level software solutions, the changes are big and scalability is part of the solution that we've been waiting for. In the contact center industry, the Internet of Things has begun to make subtle changes that will ultimately pave the way for call agents, contact center managers, and their customers towards business and revenue growth, simplification of processes, and increased productivity.

 

Agent Roles Evolved

Agents will be able to focus on more specific customer issues, instead of handling all general issues. Connected devices are capable of handling the more complex technical issues that agents face and re-route on a daily basis. Proactive customer service will be directly related to IoT in the contact center industry.

Auto Detection & Expedited Solutions


Connected devices will maintain the intelligence and capability of automatic product alerts. For example, if a washing machine has a leak or needs a new part, as a connected device with Internet connection, it can self diagnose and notify the manufacturer, to expedite the solutions process before the customer even makes the Support call.


Shorter Call Time
 


Since solutions can be optimized and expedited, call time will drop substantially. This can ultimately benefit both customers and agents. Customers can get their issues solved quicker, and call agents have more time to handle other matters at hand. 


New Data


This article
  provides the example of cars being fitted with connected devices that allow them to track how safely they’re being driven. In turn, the driver’s insurance company can analyze this data and determine what kind of quote they should be given, based on their performance.


Adaption is Key

Since its’ emergence, IoT has changed the game in numerous industries worldwide. Today, companies can communicate almost completely via the Cloud, while also utilizing the various devices that are able to connect through IoT, including kitchen appliances, health monitoring devices, and much more.

Research and trends show that the Internet of Things will continue to change the way contact centers communicate and do business. As IoT makes a steady impact, managers should key in on what processes need to be modified or updated. In this technology-driven world, adaption is key!

 

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About The Author

Drew Matthews, Ytel

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Drew is Ytel’s go-to guy for anything tech related. That’s why he’s our Director of Infrastructure. IT and Drew speak the same language. Drew manages the security of Ytel’s Networking, Systems, and Programming avenues.


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