getting started with iot - genesys equity source: ... track location of field workers assign work to...
TRANSCRIPT
Anatomy of the Internet of Things
Things Sensors Gateway
SenseTransmit
Sen
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to G
atew
ay
Pro
toco
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Gat
eway
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Inte
rnet
P
roto
col
TransmitEdge computing
Data Ingestion
Register/Monitor
IoT Platform
DeviceManagement
Real-time EventManagement
Data StorageManagement
GenesysPlatform
Augmented Intelligence
Analytics
Case Management/
System of Records
Transmit
Cu
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What’s in it for you ?
• Provide Augmented Customer Experience
• Connecting Employees and increase Employee Engagement
• Optimize your Operations
How IoT is impacting businesses in APAC?
>70% – IoT enables them to influence their customer
buying/engagement decisions
>35% – very high impact on customer satisfaction
enhancement
>35% – high impact on increasing employee productivity
33% – high impact on increased operational efficiency and
brand equity
Source: Frost & Sullivan 2016 IoT-Enabled Customer Experience (CX) ReportN=479
IoT Empowers Happier Employees, Happier Customers
IOT FOR CUSTOMER ENGAGEMENT
Automotive Retail Healthcare
• Predictive Maintenance and safety
• Location- based services
• Usage-based insurance
• Personalized Mobile Shopping Experience
• Personalized Interactive Digital Signage
• Usage-based insurance
Consumer Electronics
• Proactive health check and alerts
• Predictive device maintenance
• Remote diagnosis with data analytics
• Predictive and Proactive maintenance
• Predictive device maintenance
• Remote diagnosis with data analytics
Bosch Secure Truck Parking
Reservation Welcome and
ServicesAccess Control
Invoice
Identification by
License plate
QR code
Magnetic stripe
DIGITAL CUSTOMER JOURNEY
IT Infrastructure Elements
LPR System
Gate Control
PARCS(e.g.SkiData)
PoS Systems
Bosch Brokering
Bosch Booking
customer datapayment
SVN Vehicle Network
reportingsupplier data
Bosch IoT Cloud
SAP Hana Cloud
APP
WEB
3rd party channels
Genesys
Monitoring The Designated Parking Area
Camera position
Entry point Camera position
(Bosch cameras with LPR)
Traffic flow
Traffic flow
Secure / Overnight area
• Phase 1:• Occupancy monitoring & Parking Spot availability
• Monitoring entry and exit of designated parking area
• LPR in / out through Bosch cameras & integrated LPR software (real time data feeds & video )
• Phase 2:• Individual spot reservation / Bosch booking platform / monetizing option
• Secure parking bays
NA Pilot site for leading truck stop operator
EXAMPLE
Problem detected
Genesys + IoT Platform
Notifies ownerBy Text, or FB
Creates new case and updates System of Record
Offers ownerTo find out more
Chat bot thru FB Messenger or web chat
Escalates toVoice Agent
Agent is aware of history and context
Proactive Inventory Management –Check if spare part is available
Update record
Track location of field workers
Assign work to field worker
Notifies ownerWith appointment timeWith visual IVR
Enabled with Augmented reality to fix Spare parts
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Planning your execution
• Business Objectives,
Pain Points, Use Case
• Experience, Revenue,
Efficiency
• Expected Outcome
and Benefits
• New Revenue
Streams
• Operational
Efficiencies
• Cost to Deliver
• Start small, start fast
• Scale out
• Build a maturity model
with use cases
Define Problem Statement Compute ROI Invest in Phases
Business Steps to provide differentiated experience
Consistent Defined DifferentiatedRandom
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Connect IoT Interactions to right resources
Optimize agent utilization for IoT interactions
Personalized & Value based Routing
Effective Identification & Validation of Interactions
Personalized Interactions
Enable Schedule-based routing
Proactive Contact based on Customer Context and Journey
Increase NPS while Managing Urgent Interactions
CURRENTSTATE
IDEALSTATE
We help customers release value fast by recommending 4 sprints of 8 business steps.Each business steps brings an incremental benefit and lead to overall efficiency increase.
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