INTERNET OF THINGS AND OPPORTUNITIES FOR CONTACT CENTER INDUSTRY

Internet of Things (IoT) – The Internet of Things is ushering in a new era, profoundly and widely changing every industry in the future. From controlling all smart devices in the home, from lighting to temperature, from managing traditional grocery stores to large-scale e-commerce platforms, changing the way healthcare is delivered, allowing doctors to remotely monitor patient health, smart cities use interconnected sensors to manage traffic signals, vehicle flow or garbage collection.

While realizing the dream of the Internet of Things will bring many benefits to human life and society, it also includes some major challenges. While the ability to send and receive huge amounts of data instantly from systems will provide businesses with useful information to address customer requests and improve their ability to understand customer needs to drive satisfaction, managing and connecting all that information is not simple. According to Gartner estimates , will have 25 billion devices With the Internet of Things (IoT) set to become a reality in 2021, it is no surprise that businesses will want to tap into this vast data resource. However, current preparations are not enough to conduct business in a hyper-connected world. To prepare for the IoT era, businesses will be forced to rethink their current policies and practices for data management and processing, information security, related service delivery, and customer support activities. Contact Center, with the function of being the contact point between businesses and customers, is considered the leading important platform in implementing business activities on the IoT platform.

The Role of Contact Center in the IoT Era.

1. Fast and personalized customer support.

Many surveys around the world on the use of IoT-enabled devices have generally assessed that consumers lack knowledge about the features and support services that come with them, and that problems arising during the use of the device are not resolved promptly, leading to consumers abandoning the product. For businesses that are deploying IoT connectivity for their business products, providing simple support services (that users can easily find and perform themselves) will be a differentiator to retain users in a competitive market.

Let's come to the following illustration: Customer A was using a smart washing machine with an Internet connection, suddenly the microchip had a problem and stopped working, at this time thanks to the Internet connection, the signal from the washing machine was sent to the user's Smartphone and the company's warranty center. This information was quickly captured by the warranty department and proactively contacted customer A to request repair, the problem was resolved very quickly.

Receiving and processing information quickly and accurately thanks to the Contact Center customer support center contributes to created from positive experiences In addition to receiving and troubleshooting, Agents can help customers gain more knowledge about their devices by guiding them through the use of IoT features.

2. Data security.

IoT is growing very rapidly, bringing with it concerns about security. According to Symantec, attacks on connected IoT devices have increase 720% in 2019.

Hackers often target IoT devices because they are easier to hack than computers or smartphones. The more devices there are, the greater the security vulnerability. This is a threat to businesses because it affects the privacy and security of customers. At this time, most customers will be more cautious when providing personal information, they want to know what the business collects information for, how the information is used, and what the business will do to secure the information they provide. To build trust from customers, Contact Center can play an important role by:

Proactively inform customers about data security and privacy protocols during and after product/service use.
Check activity history and notify customers of incidents that pose a threat to device information security.
Educate customers on how to manage devices and reduce the risk of hacking.

Illustrative examples of the role of Contact Center in the IoT world.

Example 1: IoT detects a leak in a water pipe, an alarm is triggered and a notification is sent to the Contact Center requesting a plumber to come and fix it.
Example 2: A smart refrigerator has a problem with the condenser and sends an automatic message to the manufacturer's Contact Center. The Agent then proactively contacts the consumer to disconnect the power before a more serious problem occurs.
Example 3: The city uses IoT connectivity for traffic lights and sensors to record red light violations. Violation information will be sent to the switchboard. Violators will be contacted by the switchboard operator of the Traffic Police Department to notify and fine them.

Contact center solution for Internet of Things.

The development of IoT brings great benefits to business operations as well as social life, but it also comes with significant challenges, forcing businesses to change to adapt. Contact Center is an important piece to help businesses create advantages in the race to the IoT era. Connect with us to build a Contact Center and create advantages for your business.