It’s hard to deny the increasing presence of digital transformation in the marketplace right now.
There are countless factors prompting this transformation, from the rise of cloud technology to the availability of new innovations like AI and machine learning. However, one of the most compelling elements of DX is the possibilities that emerge with the Internet of Things.
According to some studies, around 8.4 billion connected devices were planned to be in use by the end of 2017 – which was an increase of 31% from 2016. The statistics suggest that by 2020, we’ll have around 20.4 billion devices around the world talking to each other, and completing complicated tasks.
Giving a Voice to the Machines
This rise of robotic technology isn’t just an exciting concept from a consumer perspective – but an amazing opportunity for companies in every vertical too – from hospitality and education to transportation and manufacturing. The more we can connect powerful communication tools with IoT, the more we can tap into the true benefits that connected devices have to offer.
By giving your devices a voice, and allowing them to analyse, detect, and communicate information to you, you’re opening the possibility to tap into huge amounts of potential data. Integrating communication and collaboration tools with IoT systems, for instance, could help enterprises around the world to take their next step in digital transformation – becoming more productive and flexible for the years ahead.
Enhancing Customer Experiences
Integrating analytical IoT platforms with communications devices could mean that organisations around the world can become more responsive, and more innovative with their customer service solutions. For example, employees could be connected to certain triggers, to ensure that the right escalation occurs throughout a customer service framework, allowing businesses to provide more efficient and educated responses to their clients.
The process of mixing IoT with communication will involve a distinct process of analysis, and detection, followed by communication. Middleware will need to be accessed to gather as much sensor data as possible, which can then be analysed to trigger the correct workflow and ideal medium of communication to improve operations.
For instance, imagine an emergency system on a University campus that uses smart communication technology to react to the needs of students. In the past, a student might have hit a panic button to say that they need help – which doesn’t really give the person on the end of the panic response much information about what’s happening. On the other hand, IoT devices can deploy smarter solutions powered with video, voice, and location services, which changes the way people respond to each call.
The Power of Predictive Decision-Making
Beyond the ability to speed up response times and making customer experiences more personalised, interaction between communications devices and IoT could mean that decision making becomes easier for enterprises. Because organisations can collect the data gathered by sensors on their devices, they can access the “if you can measure it, you can manage it” approach to using technology.
Insights from data will allow organisations to reduce costs, and enhance operations through more informed decision making. Through predictive analytics, sensor data could even help organisations to foresee the outcomes of certain circumstances before results have a chance to emerge. For instance, in a car manufacturing company, a real-time logistics engine powered by IoT could help manufacturers to respond to interruptions in their operations, or make changes to the workforce based on the needs of the team. Manufacturers may even be able to predict downtime with greater ease and make decisions for their business accordingly.
When IoT connects to real-time communications, all of the information a business needs are communicated efficiently, and effectively in any given circumstance.
Rob is Founder & Publisher of UC Today, a leading news publication specialising in Unified Communications & Collaboration technologies.