Oracle has announced a new solution that enables brands to leverage insights from the Internet of Things (IoT) to improve customer service experiences.
“IoT is a major digital disruptor, coming on the heels of cloud, social and mobile,” Steve Fioretti, vice president of product management, Oracle Service Cloud. With manufacturers of consumer, industrial, and other devices routinely connecting those things to the internet today, industry estimates call for an explosion of connected devices, reaching 25 billion by 2020, he noted.
The new IoT Accelerator is an open source integration that also includes implementation documentation to easily configure, extend, and deploy, and is aimed at helping brands enhance the customer experience, increase operational efficiency and reduce costs by using IoT data to predict customer needs and proactively address customer service issues.
It is the result of an integration between the Oracle Service Cloud , which is Oracle’s omnichannel service and support product in the cloud, and the Oracle IoT Cloud, which manages messages that come from a connected device securely and at scale, said Fioretti.
The Oracle Service Cloud, part of the Oracle Customer Experience (CX) Cloud Suite, helps organizations to improve experiences, enhance loyalty, differentiate their brands, and drive measurable results by creating consistent, connected, and personalized brand experiences across all channels and devices.
The Oracle IoT Cloud helps customers to connect to any device generating data, perform real-time and predictive analytics on device data and extend business processes within enterprise applications. With Oracle IoT Cloud, users can rapidly build IoT applications for preventive maintenance and asset tracking using pre-built integrations with Oracle Platform as a Service, Oracle cloud applications and third-party applications.
The two products have been combined in a packaged integration to help brands take advantage of the insights from IoT devices with the aim enabling value-added services such as remote diagnostics and preventive maintenance, said Fioretti.
More information is available about the latest November 2016 Oracle Service Cloud release including the Internet of Things (IoT) Accelerator.