How Will the Internet of Things Impact Contact Centers?

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents. When structured well, this information can enhance the level of …

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How Will the Internet of Things Affect Customer Service?

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon. “Smart” devices can include household appliances …

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Home-Connected Devices to See Explosive Growth

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019. Connected-home device shipments comprise about 25% of …

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