Oracle announced an innovative new solution that enables brands to quickly and efficiently leverage insights from the Internet of Things (IoT) to power smart and connected customer service experiences. Powered by a packaged integration between Oracle Service Cloud and Oracle IoT Cloud, the new solution helps brands enhance the customer experience, increase operational efficiency and reduce costs by using IoT data to predict customer needs and proactively address customer service issues.
The explosive growth of the Internet of Things gives organizations the opportunity to deliver innovative new services faster and reduce risk by connecting, analyzing and integrating data-driven insights from connected “things” into business processes and applications. To help brands capitalize on this opportunity to drive next-generation customer service experiences, Oracle has introduced a new packaged integration between Oracle Service Cloud and Oracle IoT Cloud. The new IoT Accelerator is an open source integration that also includes implementation documentation to easily configure, extend and deploy.
“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,” said Meeten Bhavsar, senior vice president, Oracle Service Cloud. “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. For brands, this also means they can easily take advantage of IoT data and make it actionable across engagement channels to deliver exceptional customer service experiences.”
Oracle Service Cloud helps brands seamlessly integrate IoT device data into existing omni-channel operations. For example, Denon + Marantz, a leading provider of premium branded equipment, is leveraging customer insights from more than 200,000 connected devices globally to deliver personalized, positive and consistent customer experiences worldwide.
“Denon and Marantz products have always provided a high quality, immersive musical experience and with IoT data, we now have the opportunity to extend that first-class experience to our customer service team,” said Scott Strickland, CIO, Denon + Marantz. “Leveraging Oracle Service Cloud’s IoT integration capabilities, we have been able to improve our customers’ experience and increase our internal efficiency and knowledge base. In addition, we can leverage IoT information via the Oracle Marketing Cloud to target campaigns based on how a consumer actually uses the product and not how we think they use it.”
The Oracle Service Cloud is part of the Oracle Customer Experience (CX) Cloud Suite, one of the industry’s most complete CX solutions. Oracle CX Cloud Suite empowers organizations to improve experiences, enhance loyalty, differentiate their brands, and drive measurable results by creating consistent, connected, and personalized brand experiences across all channels and devices.
The Oracle IoT Cloud enables customers to connect to any device generating data, perform real-time and predictive analytics on device data and extend business processes within enterprise applications. With Oracle IoT Cloud, users can rapidly build IoT applications for preventive maintenance and asset tracking using pre-built integrations with Oracle Platform as a Service, Oracle cloud applications and third-party applications.