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Oracle Leverages the IoT for Better Customer Service

November 17, 2016

Exceptional customer service is becoming a must across all industries these days. If a customer has a bad experience with one company, they’re likely going to look somewhere else the next time they need a product. Competition within industries is already fierce, so there’s no need to let a bad customer experience define your company’s worth. Plenty of businesses have been contemplating how to better their customer service departments, but Oracle thinks it has the answer—the Internet of Things (IoT).

Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems. One of those solutions is the Service Cloud, which is one part of the company's Customer Experience Cloud Suite. The Customer Experience Cloud Suite delivers a variety of Web and social customer service, contact center and field service management capabilities. Meanwhile, Oracle also offers its IoT Cloud, which enables IoT device data collection, processing and analytics.

Due to the rising importance of customer service, Oracle has decided to combine the two. The company believes that, together, the solutions can help create new ways for businesses to engage with customers. Or, even better, maybe even help stop issues before they become full-blown problems. By stopping problems in their tracks, businesses using the solutions can maintain their image, gain good reviews, and create loyal customers. It was this thought process that prompted Oracle to introduce its new open-source integration called the Oracle Service Cloud-Oracle IoT Cloud Integration Accelerator.

According to Oracle, the solution works by allowing service agents to “remotely control smart devices, troubleshoot and address issues from within the Service Cloud application.” Once linked, incidents are auto-created in Oracle Service Cloud if a fault occurs in a Smart Device. This makes it easy for service agents to retrieve historical performance information of the device from within the incident.

Meeten Bhavsar, senior vice president of Oracle Service Cloud, commented on the decision to bring together Oracle’s IoT and cloud services by saying it was a bit of a no-brainer: “The Internet of Things is fundamentally changing the way consumers interact with brands and in the process, it is creating volumes of data that organizations can leverage to transform the customer experience. He continued, “By delivering a packaged integration between Oracle Service Cloud and Oracle IoT Cloud, we are able to accelerate the time to value, while lowering the complexity of IoT projects.”

Thanks to the joining of these solutions, enterprises can give their business practices a customer-centric spin, with brands using IoT data across all engagement channels to deliver better experiences.

Edited by Stefania Viscusi

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