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Monitor your Internet of Things (IoT)-connected assets through your customer service center. Track the real-time location, health, and utilization of your assets, reducing overall maintenance costs. Contact center agents can view assets and analytics on their dashboards and then work towards immediate issue resolution.
See how Oracle Service can boost customer service and loyalty.
End-to-end customer service center solution for IoT-enabled devices and subcomponents.
Connect any asset type or subcomponent over any type of network and deliver insights to your contact center.
Visually identify problematic components and automatically detect faults and abnormalities so you can engage the appropriate service resources and keep the asset running.
Correlations can be made through different data points. Compare theoretical correlations against the data to make informed decisions about one-time events, reoccurring events, and the actions you should take to keep the issue from occurring again.
Leverage built-in key performance indicators (KPIs) for projects, incidents, and workers.
Provide real-time visibility of connected asset incidents to your contact center. Incidents can be automatically created from connected device data, based on your predefined thresholds and conditions.
Define the types of device events and predictions that should generate notices. Something might only require an alert or warning, while others require an immediate incident report.
Incidents are automatically created using Oracle Service. Policy automation capabilities within Oracle Intelligent Advisor can auto-resolve issues, escalate issues to field service teams, automate responses, or bi-directionally communicate with the device.
Incidents created by device anomalies raise immediate alerts within the contact center. The data can be routed to the right agent queue for customer outreach.
Oracle Service resolves known and high-risk issues automatically by sending commands directly to assets and devices.
Push events and monitor assets remotely from the contact center.
Use embeddable IoT widgets within Oracle Service for contact center visibility into asset data.
Use insights from asset data and Oracle Knowledge Management to deliver contextual self-service and assisted service for IoT devices.
Proactively respond to your customers by having incident data from IoT-enabled devices raise alerts in the contact center. These incidents, based on your business rules and workflows, can be assigned to customer service agents and handled accordingly.
Detect complex patterns in sensor data and predict asset behavior with advanced machine-learning–enhanced analytics.
Create predictive analytics customized for your business
Proactively serve your customers without them having to initiate service requests or raise issues.
Human-based analysis doesn’t scale. Use the built-in, machine learning capabilities that can make predictions about the state of an asset based on the operational history of the entire product line.
Complement existing customer support channels by introducing a new Internet of Things (IoT) service channel for increased visibility and proactive service.
Provide field service workers with information they need to resolve issues on the first visit, reducing the need for return visits.
Create visual patterns and line-of-business, user-friendly interfaces for advanced analytics aggregation.
Shawna Drollinger, Senior Product Marketing Manager, Oracle Advertising and CX
IoT is bringing new and exciting opportunities to the HVAC industry, providing embedded intelligence and connectivity that enables users to make better use of their assets—saving energy, lowering energy costs, and providing better comfort.Read the blog
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Customer service is all of the interaction points that a company has with customers after (and even before) they buy and use products/services. It includes digital self-service activities or assisted activities through a contact center with the purpose of offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Great customer service is a competitive differentiator that promotes customer loyalty and advocacy.