SYS-CON MEDIA Authors: Trevor Parsons, Sean Houghton, Glenn Rossman, Ignacio M. Llorente, Xenia von Wedel

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CORRECTING and REPLACING iYogi Announces: “IoT to Drive a Customer Service Revolution”

Headline of the release should read: iYogi Announces: “IoT to Drive a Customer Service Revolution” (instead of “IoT to Drive a Customer Service Revolution”). Also, Vishal Dhar should be identified as the co-founder of iYogi in the first paragraph.

The corrected release reads:

IYOGI ANNOUNCES: “IOT TO DRIVE A CUSTOMER SERVICE REVOLUTION”

On the second day of the IoT World Conference, Vishal Dhar, co-founder of iYogi, will release a whitepaper titled: “How the Internet of Things is Revolutionizing Customer Service”.

This is downloadable at: http://www.digitalservicecloud.com/white-paper.

1:1 customer interactions made possible through personalized services and engagement

“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, unified 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 problems.
  • 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 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 resolution.
  • 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 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.

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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