Cloud application and platform service company, Oracle, has announced a solution that will help brands leverage insights from the Internet of Things (IoT) to power smart and connected customer service experiences. The packaged solution, IoT Accelerator, is an integration between Oracle Service Cloud and Oracle IoT Cloud, which claims to help companies enhance the customer experience, increase operational efficiency and reduce costs by using IoT data to predict customer needs and address customer service issues.
Leveraging IoT data
According to the company, the grown of IoT has given enterprises the opportunity to deliver innovative new services faster and reduce risk by connecting, analyzing and integrating data-driven insights from connected and smart devices into business processes and applications. With the company’s new solution, brands can capitalize the this opportunity to drive next-generation customer service experiences. The solution is an open source integration that includes implementation documentation to configure, extend and deploy.
“The Internet of Things is fundamentally changing the way consumers interact with brands and in the process, it is creating volumes of data that organizations can leverage to transform the customer experience,” said Meeten Bhavsar, Senior Vice President, Oracle Service Cloud.
“By delivering a packaged integration between Oracle Service Cloud and Oracle IoT Cloud, we are able to accelerate the time to value, while lowering the complexity of IoT projects. For brands, this also means they can easily take advantage of IoT data and make it actionable across engagement channels to deliver exceptional customer service experiences.”
Service Cloud helps brands seamlessly integrate IoT device data into existing omni-channel operations. For example, enterprises using the solution can get insights from connected devices across the world to deliver personalized, positive and consistent customer experiences. Using the same, the company states that companies can also increase internal efficiency and knowledge base. In addition, companies can also use information via the Oracle Marketing Cloud to target campaigns based on how a consumer actually uses the product.
On the other hand IoT Cloud claims to help users connect to any device generating data, perform real-time and predictive analytics on device data and extend business processes within enterprise applications. The open-source nature also enables users to 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.