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Healthcare & SecurityWearable Tech & Smartphone

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Big Data Analytics Contact Center Integrations

SOFTEL Communications – Complete IoT “Internet of Things” Solutions Portfolio

SOFTEL is enthusiastic about the prospects of providing solutions with our technology partners, within the

emerging opportunities related to the Internet of Things (IoT). From a Unified Communications standpoint,

IoT opens the door to a level of device interaction communications, data mining, insights, and Big Data

Analytics to business enterprises, which far exceeds current interactive operations.

IoT transforms operations are creating a need for an IoT-ready Command Center. This leaves behind the relative simplicity of the traditional

call center and goes beyond the current complexities of the multimedia/omnichannel contact center:

IoT convergence enables insights beyond the standards of voice and multimedia/omnichannel presence. Identifying and connecting devices

and wearable technology data streams to people and processes provides personification. This is a new, stunningly clear profile for the

emerging Command Center. Replacing business rules with personification means being able to tailor every individual interaction, not assume

a generic interaction. This is performed by using real-time dynamics based on existing rules and new IoT criteria including location, social,

health, and wellbeing, Biometrics, telemetry, and much more. This is just the beginning of the Command Center’s newest channel.

Personification is one of two aspects IoT brings into Unified Communications, interfacing technology and Machine to Machine (M2M)

capabilities. Security, Healthcare, Logistics, Utilities, Infrastructure, Retail, and Industrial markets are all candidates for any IoT connected

device that provides a data stream that can be quantified, organized, administered, and serviced by a Command Center. Managing

interactions from IoT machine processing heralds in a new era for Unified Communications. This is the emergence of M2M administration,

operation, and management. Within the Command Center, IoT alarms, alerts, maintenance schedules, diagnostics, and logistics can be

managed and maintained by a dedicated specialist workforces.

SOFTEL IoT Solution Delivery

Our Business Partners

Traditional Call Center…

…Multimedia Contact Center…

…IoT Command Center

…1987 | 88 | 89 | 90 | 91 | 92 | 93 | 94 | 95 | 96 | 97 | 98 | 99 | 00 | 01 | 02 | 03 | 04 | 05 | 06 | 07 | 08 | 09 | 10 | 11 | 12 | 13 | 14 |.15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 2024…

>TELEPHONY > IVR > > SMS > EMAIL > > WEB CHAT > > ESERVICES > SOCIAL MEDIA > IOT/IOE > > THE NEXT CHAPTER….

Identification

Development

Implementation

Operation

Support and

Management

Identification and Planning

Converging an IoT data stream for use within Unified Communications contact center operations begins with a minute series of steps to

determine which components of a device’s interaction data stream will need to be identified, Extracted, Transformed and Loaded (ETL) from

a single source to a new or existing channel within a contact center. The steps to a successful data stream include the appliance of data

convergence, manipulation, storage, aggregation, conversion, and presentation.

IDENTIFICATION | PERMISSION | EXTRACTION | TRANSFORMATION | LOAD | PRESENTATION

Development

Once the core components have been identified, the development process brings together business requirements with data convergence.

The development life cycle creates and combines the processes and technologies required to convert IoT data streams to standardized,

identifiable, and useable business data compatible with a vendor’s platform and interaction channel methodology.

ANALYSIS | DESIGN | ENVIRONMENTS | TRANSITION | TESTING

Implementation

Once the IoT data stream convergence is developed, another layer of complexity needs to be overcome. Next is the acceptance of the

developed processes by the vendors of the operating system, the device, the application, and the permissible actions of users. Finally there

is the data convergence for the platform vendor and your own interaction channel processes (content and knowledge management).

APPLICATION UPDATES | PROVIDER UPDATES | VENDOR UPDATES | CLIENT UPDATES | LAUNCH

Operation and Management

Once implemented, the day-to-day operations and management of IoT data streams can commence. This includes any actionable items

through business content and knowledge management, data warehousing/purging rules, interaction operations (for contact centers), device

and data operations, reporting, and management.

CUSTOMER SERVICE | CONTACT! | INTERACTIONS | OPERATIONS | MANAGEMENT | REPORTING

Service and Support

Operationally, converged IoT data streams have a much shorter time for market use. This is because of the relative dynamics within IoT

require much faster development cycles to introduce new and innovative ways of obtaining and maintaining useable data from new and

existing devices. Service & support are the foundation for the day-to-day maintenance and the introduction of new services.

MAINTENANCE | ESCALATIONS | SERVICE | SUPPORT

Wearable Tech

(Personification)

Operating system, data stream, security, identification, application service, user involvement (permissions), vendor and

platform

IoT/IoE M2M Device, operating system, middleware, data stream, security, identification, service, vendor and platform

Wearable Tech

(Personification) Application interface , user security, data flow, data polling, SDK, API, data warehousing and Big Data analytics

IoT/IoE M2M Device interface , data security, transfer protocols, data polling, middleware development, data warehousing and Big Data

analytics

Wearable Tech

(Personification) App update/launch; Optional features: user registration, user options, user permissions, app permissions, etc.

IoT/IoE M2M Launch of the data stream

Wearable Tech

(Personification)

Actions, administration, data rules, day-to-day operations, device, and data management

IoT/IoE M2M

Wearable Tech Maintenance schedules, updates/upgrades, enhancements, client, and user service and support

IoT/IoE M2M Maintenance schedules, updates/upgrades, enhancements, device service, and support

IoT Practical Implementations

SOFTEL works with its technology partners to bring together the expertise, knowledge, and experience required to collect and extract IoT

data streams from wearable technology, Smartphone applications, and devices to forward to your contact center operation platform

interactions channel.

Personification / Wearable Technology IoT

M2M IoT

Why SOFTEL IoT Solutions?

SOFTEL have been providing supporting solution and services to Business Enterprises for over two decades. Working in sectors as diverse

as Finance, Health Care, Retail, Utilities and Transportation, our experience in Unified Communications and Contact Centers has benefitted

dozens of leading global organizations, who operate complex technologies. Coupled with our experience in enterprise environments, SOFTEL

provides a professional front-line service, forging new and innovative ways to leverage IoT Solutions. With industry level delivery methodology,

SOFTEL’s IoT, M2M, and Personification Solutions offer cutting-edge technologies and processes for today’s contact center. We are dedicated

to providing a fully encompassing solution delivery service with our technology partners, while minimizing the impacts to your business

operations. From single to multiple application implementations, across platforms, solutions, environments and technologies, SOFTEL

supplies, manages, delivers, and supports IoT solutions in the present, designed for the future of the Command Center.

SOFTEL is passionate about providing tomorrow’s IoT technology into your enterprise operations, today.

To find out more about our unique Solutions & Service Packages, please contact us;

© SOFTEL Communications 2015

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Infrastructure Devices

Environmental Devices

Healthcare Devices

Security Devices

Logistics Devices

Home Devices

…Emerging Devices…