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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 what IoT Service Monitoring for Connected Assets can do for you.
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.
There are many new opportunities created by IoT. Businesses can create new value-add service offerings such as remote diagnostics, preventative maintenance, or automatic resolution. They can reduce costs, increase efficiency, and make operational improvements by helping customers self-solve or automatically address issues before they are even aware of them. Check out the first of our four-part series on how connected IoT devices—and their data– provide businesses a pathway to create differentiated customer service experiences and boost loyalty and additional revenue opportunities.Read the complete post
Get up to speed on the latest releases of and ensure that your upgrade is successful. Review the latest features of IoT Service Monitoring for Connected Assets including the innovations, capability overviews, business benefits, setup considerations, tutorials, and usage tips.
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about IoT Service Monitoring for Connected Assets. You'll find all of these resources and more in the Oracle Help Center.
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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.
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