|By Business Wire||
|June 17, 2014 12:36 PM EDT||
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/
We are always online. We access our data, our finances, work, and various services on the Internet. But we live in a congested world of information in which the roads were built two decades ago. The quest for better, faster Internet routing has been around for a decade, but nobody solved this problem. We’ve seen band-aid approaches like CDNs that attack a niche's slice of static content part of the Internet, but that’s it. It does not address the dynamic services-based Internet of today. It does...
Dec. 5, 2016 07:30 AM EST Reads: 955
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
Dec. 5, 2016 07:30 AM EST Reads: 7,029
The WebRTC Summit New York, to be held June 6-8, 2017, at the Javits Center in New York City, NY, announces that its Call for Papers is now open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 20th International Cloud Expo and @ThingsExpo. WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web ...
Dec. 5, 2016 07:15 AM EST Reads: 1,249
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
Dec. 5, 2016 06:45 AM EST Reads: 1,789
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.
Dec. 5, 2016 06:45 AM EST Reads: 1,590
Without lifecycle traceability and visibility across the tool chain, stakeholders from Planning-to-Ops have limited insight and answers to who, what, when, why and how across the DevOps lifecycle. This impacts the ability to deliver high quality software at the needed velocity to drive positive business outcomes. In his general session at @DevOpsSummit at 19th Cloud Expo, Phil Hombledal, Solution Architect at CollabNet, discussed how customers are able to achieve a level of transparency that e...
Dec. 5, 2016 06:45 AM EST Reads: 971
"We're a cybersecurity firm that specializes in engineering security solutions both at the software and hardware level. Security cannot be an after-the-fact afterthought, which is what it's become," stated Richard Blech, Chief Executive Officer at Secure Channels, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 5, 2016 06:30 AM EST Reads: 687
The Internet of Things (IoT) promises to simplify and streamline our lives by automating routine tasks that distract us from our goals. This promise is based on the ubiquitous deployment of smart, connected devices that link everything from industrial control systems to automobiles to refrigerators. Unfortunately, comparatively few of the devices currently deployed have been developed with an eye toward security, and as the DDoS attacks of late October 2016 have demonstrated, this oversight can ...
Dec. 5, 2016 06:15 AM EST Reads: 858
Fact is, enterprises have significant legacy voice infrastructure that’s costly to replace with pure IP solutions. How can we bring this analog infrastructure into our shiny new cloud applications? There are proven methods to bind both legacy voice applications and traditional PSTN audio into cloud-based applications and services at a carrier scale. Some of the most successful implementations leverage WebRTC, WebSockets, SIP and other open source technologies. In his session at @ThingsExpo, Da...
Dec. 5, 2016 06:00 AM EST Reads: 1,677
Kubernetes is a new and revolutionary open-sourced system for managing containers across multiple hosts in a cluster. Ansible is a simple IT automation tool for just about any requirement for reproducible environments. In his session at @DevOpsSummit at 18th Cloud Expo, Patrick Galbraith, a principal engineer at HPE, discussed how to build a fully functional Kubernetes cluster on a number of virtual machines or bare-metal hosts. Also included will be a brief demonstration of running a Galera MyS...
Dec. 5, 2016 04:30 AM EST Reads: 5,214
Internet-of-Things discussions can end up either going down the consumer gadget rabbit hole or focused on the sort of data logging that industrial manufacturers have been doing forever. However, in fact, companies today are already using IoT data both to optimize their operational technology and to improve the experience of customer interactions in novel ways. In his session at @ThingsExpo, Gordon Haff, Red Hat Technology Evangelist, will share examples from a wide range of industries – includin...
Dec. 5, 2016 04:15 AM EST Reads: 1,613
Unless your company can spend a lot of money on new technology, re-engineering your environment and hiring a comprehensive cybersecurity team, you will most likely move to the cloud or seek external service partnerships. In his session at 18th Cloud Expo, Darren Guccione, CEO of Keeper Security, revealed what you need to know when it comes to encryption in the cloud.
Dec. 5, 2016 04:00 AM EST Reads: 4,698
Organizations planning enterprise data center consolidation and modernization projects are faced with a challenging, costly reality. Requirements to deploy modern, cloud-native applications simultaneously with traditional client/server applications are almost impossible to achieve with hardware-centric enterprise infrastructure. Compute and network infrastructure are fast moving down a software-defined path, but storage has been a laggard. Until now.
Dec. 5, 2016 04:00 AM EST Reads: 5,404
We're entering the post-smartphone era, where wearable gadgets from watches and fitness bands to glasses and health aids will power the next technological revolution. With mass adoption of wearable devices comes a new data ecosystem that must be protected. Wearables open new pathways that facilitate the tracking, sharing and storing of consumers’ personal health, location and daily activity data. Consumers have some idea of the data these devices capture, but most don’t realize how revealing and...
Dec. 5, 2016 04:00 AM EST Reads: 5,114
"We are an all-flash array storage provider but our focus has been on VM-aware storage specifically for virtualized applications," stated Dhiraj Sehgal of Tintri in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 5, 2016 03:30 AM EST Reads: 645