Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




Internet of Things will Fundamentally Alter the Contact Center - Jacada - Blog

Internet of Things will Fundamentally Alter the Contact Center

There is no doubt that the Internet of Things is going to significantly change how customer service is delivered. While adapting to the IoT has its challenges, benefits far outweigh.

The Internet of Things (IoT) is poised to fundamentally alter the way in which the world works, and contact centers will be no exception. IoT concept, whereby virtually any ‘thing’ – from refrigerators and microwave ovens to motor vehicles - can be connected to the Internet, is fast becoming a reality. In fact, Gartner predicts that some 20.4 billion ‘things’ will be connected by 2020, ¹ while Cisco IBSG goes even further, suggesting that it will be more like 50 billion. ²

In an era where exceptional customer service is probably the single biggest differentiator an organization can have, those businesses that successfully integrate IoT into their customer service offering will have the opportunity to take their brand to a whole new level.

Of course, anything that offers great benefits inevitably comes with its own unique challenges. Let’s have a look at some of the ways in which the IoT is going to impact on the contact center, along with the challenges and benefits that come along with each.


With so many things connected, the sheer volume of data generated is going to provide contact centers with information beyond their wildest dreams. Not only will organizations be able to more quickly learn what technical issues regularly arise in particular products, speeding up their improvement, but more vitally, products which reveal consumer behavior – and among these would be health devices and motor vehicles – will enable companies to learn more about their customers. Using this information, they will be able to provide services which are tailored to individual consumers.

  • Challenge: Large quantities of data will require advanced analytics
  • Benefit: More personalized service will increase customer loyalty

IoT adds a new channel

The IoT is going to require contact centers to understand how to integrate smart object contact into the overall customer service experience. This will mean an additional channel added to the omni-channel center, one where the clients’ IoT-enabled products are capable of making contact with the centers on their behalf. We will soon reach a point where the customer is able to simply push the ‘contact’ button on their connected devices, in order to seek assistance. The omni-channel center already presents its fair share of challenges, which will no doubt become even more complex when the customer is contacting you from their car or their refrigerator.

  • Challenge: Adding yet another channel to your omni-channel support structure
  • Benefit: Makes it easier for customers to make contact, if required

Agents will need to be more specialized

When agents are required to handle a call, it will likely be of a complicated nature. Therefore, it will be crucial to ensure agents have specialized product knowledge and additional capabilities to digitally connect with the customer. Highly skilled agents will need to be completely familiar with not only the product and brand, but the entire ecosystem of connected devices.

  • Challenge: Increased cost and time required to deliver additional training
  • Benefit: Agents will be able to deliver a higher level of more specific service

Proactive service

Since the IoT will allow smart objects to communicate potential problems even before these occur, customer service can become far more proactive. Instead of reacting to problems after they happen, companies will be able to prevent these from occurring at all. This will significantly reduce the customers’ need to reach out to the contact center, and will help the organization to differentiate itself by delivering a genuinely proactive service to its clients.

  • Challenge: Effective data management will be critical
  • Benefit: Reaching out to customers proactively reduces customer churn and increases loyalty

Better privacy and security is a must

IoT-enabled devices that require assistance from the contact center will mean that agents will need to use screen-sharing or gain remote access to successfully identify and solve these complex problems. They will also probably require greater access to customer information. This means an increased need for privacy and security training, and an assurance to customers that proper security procedures are in place.

  • Challenge: Need to improve company policies related to privacy and security
  • Benefit: Ability to deliver hands-on service to improve the customer experience

Looking at the above, there is no doubt that the IoT is going to have huge implications for the contact center. Although not without its share of challenges, the IoT offers enterprises the opportunity to deliver proactive service, as well as to be better prepared at the moment of engagement.

The IoT is clearly going to transform contact centers, as it will enable them to gain more control of customer service by providing new streams of information that are integrated into the existing infrastructure, and most vitally, will provide an opportunity to add additional value to current service offerings.

Ultimately, the IoT should lead to an enhanced level of customer service, more knowledgeable and productive agents and – if applied correctly – offer the business a differentiator that allows it to reduce customer churn while considerably improving cost savings.


Publish Date: September 22, 2017 5:00 AM

2020 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019 5:00 AM
What's a Multimodal Customer Experience?October 15, 2019 5:00 AM
Why Isn't Natural Language Understanding...Natural?August 29, 2019 5:00 AM
Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019 5:00 AM
Your Front is different than your BackJune 6, 2019 5:00 AM
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019 5:00 AM
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019 5:00 AM
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019 5:00 AM
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019 5:00 AM
Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =