IoT, IoE and Customer Contact

Stephen Quatrano, Application Architecture & CBABU Tech Strategy

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Objectives

 IoE or IoT: what’s the difference?  Kinds of IoE applications  Thiniking about ROI for connected things &

o  UC o  Customer Contact

 Business trends driving adoption o  Loyalty, customer care, customer engagement o  Proactive or context “aware” customer service o  Consumption economics

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people, processes, connections in reality

Internet of Computers

computers

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people, processes, context in reality

Internet of Devices

computers

devices

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people, processes, context in reality

appliance

Internet of Things

computers

things

devices grid

building

city

car plant

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appliance

Internet of Everything

computers

things

devices

people, processes, context in reality

car grid

building

city

plant

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Rules, logic, procedures,

analytics, pattern-recognition, etc...

“Smart” Pill Bottle

cap off cap on

light off

M2M and the Internet of Things

“Time to take meds…”

light on

“Timer reset…” “Taking meds…”

… feels like adaptive or ‘smart’ devices.

Engagement Engagement

light on light off

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Rules, logic, procedures,

analytics, pattern-recognition, etc...

M2M Application

T T Host M2M App

ANIMATED – please contact Cisco DK for full presentation

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Dumb Things Need Smart People

Rules, logic, procedures,

analytics, pattern-recognition, etc...

button down

IoE Application

+ sensor Nurses

Avatar

Community

IVR Web

Doctor or Pharma- sist

“message waiting” or “press for refill”

Patient Human Network patient call-back

… smart people in today’s Call Center

Actuator

ANIMATED – please contact Cisco DK for full presentation

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“Machine to Human” (M2H) Collaboration

Rules, logic, procedures,

analytics, pattern-recognition, etc...

CC Agent Desktop Business Process

Mobile App CC Agent

Desktop

Hosts

Mobile App

T T M2M App

M2H App

Business Process

ANIMATED – please contact Cisco DK for full presentation

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T T T

Host App

M2M IoT App

App T T T

Host App

M2M IoT + Mobile/

Consumer Web

IoT + Mobile/

Consumer Web

App T

M2M IoT + Operator

Console T T T

Host App

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T T T

Host App

M2M IoT App

App T T T

Host App

M2M IoT + Mobile/

Consumer Web

IoT + Mobile/

Consumer Web

App T

M2M IoT + Operator

Console T T T

Host App

App Console T T T

Host App

M2M IoT + Mobile/

Consumer Web +

Operator

App CC Agent Desktop T T T

Host App

M2M IoT + Mobile/

Consumer Web +

M2H Collab

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Business Process

M2H Connect

Summary

Consumer App

B2C / M2H Collab App on CC Platform

M2M App

Aggregate Infer Filter Connect

NOC Console

M2M Infrastructure

Trigger and context from

“things”

sensor actuator

business consumer consumer business

Always necessary?

ANIMATED – please contact Cisco DK for full presentation

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Benefits of CC Platform

  Simple or no M2M   Simple or no console / operators / consumer app   Insert into install base  Millions of CC/UC-enabled

enterprise seats  Mature platforms  Mature developer network   Business process integration =

more value   Less risk, lower cost   Accelerate IoT adoption  Differentiate collaboration

Business Process

M2H Connect

Consumer App

B2C / M2H Collab App on CC Platform

M2M App

Aggregate Infer Filter Connect

NOC Console

M2M Infrastructure

Trigger and context from

“things”

sensor actuator

business consumer consumer business

Sometimes not

required…

ANIMATED – please contact Cisco DK for full presentation

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Key Takeaways

 Things are a “newish” layer on Internet •  Internet of computers •  Internet of communications devices •  Internet of things •  Human network of people •  Internet of connected business processes

 Collaboration & Contact Center: contains all of the above  ROI on UC enabled business process: IoT + collaboration

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Key Takeaways

 Things are a “newish” layer on Internet  Collaboration & Contact Center contains:

•  Computers •  Communication & collaboration devices •  People •  Business processes •  … and these can be connected to the Internet of THINGS

 ROI on UC enabled business process: IoT + collaboration

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Key Takeaways   Things are a “newish” layer on Internet

  Collaboration & Contact Center connected to THINGS

  ROI on UC-enabled business processes: IoT + collaboration

•  Business process creates value

•  Value chain connects technology to value creation

•  Business process (experience) will “embed” things

•  High value

•  Low investment

•  Low risk

•  Connected things (experience) will differentiate business process

  Price & product not sustainable basis for competitive advantage

  Customer Service is

  ROI drives adoption, acceleration

Thank you