1. Market Research
  2. > Wireless Technology Market Trends
  3. > The Potential for Internet of Things (IoT) in Customer Service

The Potential for Internet of Things (IoT) in Customer Service

  • April 2015
  • -
  • Frost & Sullivan
  • -
  • 23 pages

Positive Customer Experience with IoT Depends on Successful Service and Support

Recent Frost & Sullivan research identifies the Internet of Things (IoT) as one of the most important Mega Trends for today’s organizations to consider. IoT-enabled devices are programmed to alert the users to anomalies which could indicate problems that require immediate attention. Users reach into data repositories to uncover causes and obtain insights and opportunities, track trends, predict, respond to likely outcomes, and test “what if” scenarios. IoT continues to expand as businesses see more relevant use cases. That growth poses opportunities, but also challenges, for customer service organizations; how well they respond will help determine the ultimate success of IoT.

Introduction
Recent Frost & Sullivan research identifies the Internet of Things (IoT) as one of the most important Mega Trends for today’s organizations to consider. IoT is a blend of sensor-fitted equipment and devices and local networks of various standards and technologies that transmit and receive data between them and their users over secure Internet networks. Products such as accessories, (like wearables), apparel, appliances, equipment, facilities and homes, infrastructure, machinery, medical devices, and vehicles are being connected to businesses and consumers through IoT. These IoT-enabled devices are often programmed to alert users to anomalies which could indicate problems that require immediate attention. Users reach into data repositories to uncover causes and obtain insights and opportunities, track trends, predict, respond to likely outcomes, and test “what if” scenarios. Users include individuals, IT and line of business departments, operators, and customer sales, service, and support desks.

Like most technologies, IoT has been built on a foundation of other tools and applications. There have been connected devices for many years, but these have typically been single purpose and have used proprietary technology, such as alarm systems. Meanwhile, remote computer and wireless device support have become commonplace.
Machine to machine (M2M) applications, which predate IoT, also links devices and users, typically over closed networks. In contrast, IoT is an open connectivity framework that permits data to flow to a wider range of applications, such as customer relationship management (CRM) systems. As “traditional” closed-loop M2M continues to thrive for specialized, critical, and, or security-sensitive applications, IoT can be considered a new generation of M2M.

IoT continues to expand as businesses see more relevant use cases. That growth poses opportunities, but also challenges, for customer service organizations; how well they respond will help determine the ultimate success of IoT.

Table Of Contents

The Potential for Internet of Things (IoT) in Customer Service
Contents
Introduction .3
IoT Benefits .4
IoT Trends...6
IoT Challenges .8
Summary and Recommendations11
Vendors at a Glance 14
Adobe .14
ATandT...14
Avaya..15
Cisco...15
Jasper.16
LogMeIn/Xively ..16
Oracle .16
Salesforce17
Support.com .17
IoT Use Cases ....18
ABB Robotics18
The Situation....18
The Response..18
The Results.19
Lutron Electronics...19
The Situation....19
The Response..20
The Results.20
Legal Disclaimer..22
The Frost and Sullivan Story .23

View This Report »

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 24 Million searchable statistics with tables, figures & datasets
  • More than 10,000 trusted sources
24/7 Customer Support

Talk to Veronica

+1 718 514 2762

Purchase Reports From Reputable Market Research Publishers
Service delivery platforms: worldwide forecast 2016–2020

Service delivery platforms: worldwide forecast 2016–2020

  • $ 7999
  • Industry report
  • November 2016
  • by Analysys Mason

"Virtualisation of service delivery platforms has begun for next-generation communications and video services and will accelerate after 2017." The worldwide service delivery platforms (SDPs) market is ...

IoT value chain revenue: worldwide trends and forecasts 2016–2025

IoT value chain revenue: worldwide trends and forecasts 2016–2025

  • $ 7999
  • Industry report
  • February 2017
  • by Analysys Mason

"Connectivity comprises only 14% of mobile IoT and LPWA solutions revenue and it is unclear how operators will successfully generate value beyond this." Total revenue from the mobile IoT and LPWA solutions ...

Digital Transformation Market by Solution (Cloud Computing, Big Data, Mobility, and Social Media), Service (Professional and System Integrators), Business Type, End User, Deployment type, Vertical, and Region - Global Forecast to 2021

Digital Transformation Market by Solution (Cloud Computing, Big Data, Mobility, and Social Media), Service (Professional and System Integrators), Business Type, End User, Deployment type, Vertical, and Region - Global Forecast to 2021

  • $ 7150
  • Industry report
  • November 2016
  • by MarketsandMarkets

“Increasing demand for internet of things and increased penetration of mobile devices and apps drives the digital transformation market” The digital transformation market size is estimated to grow ...


ref:plp2015

Reportlinker.com © Copyright 2017. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.