Click here to close now.




















Welcome!

News Feed Item

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/

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
In today's digital world, change is the one constant. Disruptive innovations like cloud, mobility, social media, and the Internet of Things have reshaped the market and set new standards in customer expectations. To remain competitive, businesses must tap the potential of emerging technologies and markets through the rapid release of new products and services. However, the rigid and siloed structures of traditional IT platforms and processes are slowing them down – resulting in lengthy delivery ...
Amazon and Google have built software-defined data centers (SDDCs) that deliver massively scalable services with great efficiency. Yet, building SDDCs has proven to be a near impossibility for ‘normal’ companies without hyper-scale resources. In his session at 17th Cloud Expo, David Cauthron, founder and chief executive officer of Nimboxx, will discuss the evolution of virtualization (hardware, application, memory, storage) and how commodity / open source hyper converged infrastructure (HCI) so...
Enterprises can achieve rigorous IT security as well as improved DevOps practices and Cloud economics by taking a new, cloud-native approach to application delivery. Because the attack surface for cloud applications is dramatically different than for highly controlled data centers, a disciplined and multi-layered approach that spans all of your processes, staff, vendors and technologies is required. This may sound expensive and time consuming to achieve as you plan how to move selected applicati...
SYS-CON Events announced today that Micron Technology, Inc., a global leader in advanced semiconductor systems, will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Micron’s broad portfolio of high-performance memory technologies – including DRAM, NAND and NOR Flash – is the basis for solid state drives, modules, multichip packages and other system solutions. Backed by more than 35 years of tech...
Contrary to mainstream media attention, the multiple possibilities of how consumer IoT will transform our everyday lives aren’t the only angle of this headline-gaining trend. There’s a huge opportunity for “industrial IoT” and “Smart Cities” to impact the world in the same capacity – especially during critical situations. For example, a community water dam that needs to release water can leverage embedded critical communications logic to alert the appropriate individuals, on the right device, as...
U.S. companies are desperately trying to recruit and hire skilled software engineers and developers, but there is simply not enough quality talent to go around. Tiempo Development is a nearshore software development company. Our headquarters are in AZ, but we are a pioneer and leader in outsourcing to Mexico, based on our three software development centers there. We have a proven process and we are experts at providing our customers with powerful solutions. We transform ideas into reality.
The web app is agile. The REST API is agile. The testing and planning are agile. But alas, data infrastructures certainly are not. Once an application matures, changing the shape or indexing scheme of data often forces at best a top down planning exercise and at worst includes schema changes that force downtime. The time has come for a new approach that fundamentally advances the agility of distributed data infrastructures. Come learn about a new solution to the problems faced by software organ...
SYS-CON Events announced today the Containers & Microservices Bootcamp, being held November 3-4, 2015, in conjunction with 17th Cloud Expo, @ThingsExpo, and @DevOpsSummit at the Santa Clara Convention Center in Santa Clara, CA. This is your chance to get started with the latest technology in the industry. Combined with real-world scenarios and use cases, the Containers and Microservices Bootcamp, led by Janakiram MSV, a Microsoft Regional Director, will include presentations as well as hands-on...
While many app developers are comfortable building apps for the smartphone, there is a whole new world out there. In his session at @ThingsExpo, Narayan Sainaney, Co-founder and CTO of Mojio, will discuss how the business case for connected car apps is growing and, with open platform companies having already done the heavy lifting, there really is no barrier to entry.
As more intelligent IoT applications shift into gear, they’re merging into the ever-increasing traffic flow of the Internet. It won’t be long before we experience bottlenecks, as IoT traffic peaks during rush hours. Organizations that are unprepared will find themselves by the side of the road unable to cross back into the fast lane. As billions of new devices begin to communicate and exchange data – will your infrastructure be scalable enough to handle this new interconnected world?
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts...
WebRTC has had a real tough three or four years, and so have those working with it. Only a few short years ago, the development world were excited about WebRTC and proclaiming how awesome it was. You might have played with the technology a couple of years ago, only to find the extra infrastructure requirements were painful to implement and poorly documented. This probably left a bitter taste in your mouth, especially when things went wrong.
Skeuomorphism usually means retaining existing design cues in something new that doesn’t actually need them. However, the concept of skeuomorphism can be thought of as relating more broadly to applying existing patterns to new technologies that, in fact, cry out for new approaches. In his session at DevOps Summit, Gordon Haff, Senior Cloud Strategy Marketing and Evangelism Manager at Red Hat, discussed why containers should be paired with new architectural practices such as microservices rathe...
SYS-CON Events announced today that G2G3 will exhibit at SYS-CON's @DevOpsSummit Silicon Valley, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Based on a collective appreciation for user experience, design, and technology, G2G3 is uniquely qualified and motivated to redefine how organizations and people engage in an increasingly digital world.
Any Ops team trying to support a company in today’s cloud-connected world knows that a new way of thinking is required – one just as dramatic than the shift from Ops to DevOps. The diversity of modern operations requires teams to focus their impact on breadth vs. depth. In his session at DevOps Summit, Adam Serediuk, Director of Operations at xMatters, Inc., will discuss the strategic requirements of evolving from Ops to DevOps, and why modern Operations has begun leveraging the “NoOps” approa...