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IoT Service Monitoring for Connected Assets
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.
Explore Oracle IoT Service Monitoring for Connected Assets
Continuously monitor remote assets
End-to-end customer service center solution for IoT-enabled devices and subcomponents.
Service connected assets
Connect any asset type or subcomponent over any type of network and deliver insights to your contact center.
Detect abnormalities
Visually identify problematic components and automatically detect faults and abnormalities so you can engage the appropriate service resources and keep the asset running.
Analyze anomalies
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.
Enhance your contact center’s business value
Leverage built-in key performance indicators (KPIs) for projects, incidents, and workers.
Automatically manage incidents
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.
User-defined alerts
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.
Incident creation through native integration
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.
Establish an inbound IoT service channel into the contact center
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.
Auto-resolve issues
Oracle Service resolves known and high-risk issues automatically by sending commands directly to assets and devices.
Remote asset control for contact center agents
Push events and monitor assets remotely from the contact center.
Use standard interfaces
Use embeddable IoT widgets within Oracle Service for contact center visibility into asset data.
Integrate with Oracle Service incident management and knowledgebase
Use insights from asset data and Oracle Knowledge Management to deliver contextual self-service and assisted service for IoT devices.
Predictive analytics for proactive maintenance
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 and predict with analytics
Detect complex patterns in sensor data and predict asset behavior with advanced machine-learning–enhanced analytics.
Use no-code analytics
Create predictive analytics customized for your business
Key benefits—IoT Service Monitoring for Connected Assets
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Transform customer service
Proactively serve your customers without them having to initiate service requests or raise issues.
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Issue resolution that scales
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.
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New automated service resolution channel
Complement existing customer support channels by introducing a new Internet of Things (IoT) service channel for increased visibility and proactive service.
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Service-powered augmented reality experience
Provide field service workers with information they need to resolve issues on the first visit, reducing the need for return visits.
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No-hassle analytics with machine learning and AI
Create visual patterns and line-of-business, user-friendly interfaces for advanced analytics aggregation.
How to unlock the value of IoT-enabled customer service experiences
Josh Bowcott, Product Manager, OracleThere 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 postResources
Release readiness
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.
Documentation
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 best practices
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.