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市場調查報告書

顧客服務的IoT (物聯網) 的未來性

The Potential for Internet of Things (IoT) in Customer Service

出版商 Frost & Sullivan 商品編碼 328322
出版日期 內容資訊 英文 23 Pages
商品交期: 最快1-2個工作天內
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顧客服務的IoT (物聯網) 的未來性 The Potential for Internet of Things (IoT) in Customer Service
出版日期: 2015年04月09日 內容資訊: 英文 23 Pages
簡介

IoT (物聯網) ,是現今企業必須考慮的最重要的大趨勢之一。支援IoT的設備,在異常發生時發出警告喚起用戶的注意。用戶參照資料庫確認異常的原因,研究問題解決和今後異常時的對應法等。各企業跟隨制定更有效的有效利用方法,一般預期IoT將逐漸普及。隨著以上的動向,顧客服務領域將發生各種機會和課題,各企業如何應對,會決策IoT的最終成敗。

本報告提供全球各種企業的顧客支援部門的IoT有效利用手法、趨勢調查、今後的機會和課題、未來成功的課題、主要供應商的案例等彙整資訊,為您概述為以下內容。

簡介

IoT的優點

IoT的趨勢

IoT的課題

摘要與建議

供應商概況

  • Adobe
  • AT&T
  • Avaya
  • Cisco
  • Jasper
  • LogMeIn/Xively
  • Oracle
  • Salesforce
  • Support.com

IoT的使用案例

  • ABB Robotics
    • 情形
    • 反應
    • 結論
  • Lutron Electronics
    • 情形
    • 反應
    • 結論

法律上的免責聲明

關於Frost&Sullivan

目錄
Product Code: 9857-00-5B-00-00

Positive Customer Experience with IoT Depends on Successful Service and Support

Recent Frost & Sullivan research identifies the Internet of Things (IoT) as one of the most important Mega Trends for today's organizations to consider. IoT-enabled devices are programmed to alert the users to anomalies which could indicate problems that require immediate attention. Users reach into data repositories to uncover causes and obtain insights and opportunities, track trends, predict, respond to likely outcomes, and test "what if" scenarios. IoT continues to expand as businesses see more relevant use cases. That growth poses opportunities, but also challenges, for customer service organizations; how well they respond will help determine the ultimate success of IoT.

Table of Contents

Introduction

IoT Benefits

IoT Trends

IoT Challenges

Summary and Recommendations

Vendors at a Glance

  • Adobe
  • AT&T
  • Avaya
  • Cisco
  • Jasper
  • LogMeIn/Xively
  • Oracle
  • Salesforce
  • Support.com

IoT Use Cases

  • ABB Robotics
  • The Situation
  • The Response
  • The Results
  • Lutron Electronics
  • The Situation
  • The Response
  • The Results

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