{"id":2464,"date":"2023-07-04T16:48:52","date_gmt":"2023-07-04T16:48:52","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=2464"},"modified":"2026-02-19T12:45:36","modified_gmt":"2026-02-19T12:45:36","slug":"the-basics-of-internet-of-things-cx","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/the-basics-of-internet-of-things-cx\/","title":{"rendered":"Understanding the Basics of Internet of Things CX"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>Understanding the Basics of Internet of Things CX<\/h1>\n                <div class=\"publish-date\">Published: July 4th 2023<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;color:#0c2943;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p data-pm-slice=\"1 1 []\">You\u2019ve probably heard the term \u2018Internet of Things\u2019. You might have heard about the potential impact of the Internet of Things on CX. But, do you know how to leverage the Internet of Things in the contact center to deliver meaningful value for your business and your customers?<\/p>\n<p>In a recent blog, <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/\" rel=\"noopener noreferrer nofollow\">Content Guru discussed Intelligent Automation<\/a>, the third of the <strong>Four Pillars of CX<\/strong>. The Four Pillars are your guide to the future of the <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/what-is-a-cloud-contact-center\/\" rel=\"noopener noreferrer nofollow\">cloud contact center<\/a>; four steps to next-generation CX. In this blog, we discuss the final pillar; \u2018Digital Customers\u2019 and the Internet of Things in the contact center.<\/p>\n<p>In this blog, you will discover:<\/p>\n<ul class=\"rt-bullet-list\">\n<li>How <strong>Machine-to-Machine (M2M) communications<\/strong> are revolutionizing the way the contact center collects and uses customer data.<\/li>\n<li>Why <strong>digital automation <\/strong>will improve customer experience and take the pressure off your agents.<\/li>\n<li>How to leverage the <strong>digitalization of the agent workspace<\/strong> to improve contact center efficiency.<\/li>\n<\/ul>\n<p>For a more detailed discussion of the Four Key Pillars of Customer Experience, <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/the-four-pillars-of-evergreen-cx\" target=\"_self\" rel=\"noopener noreferrer nofollow\">download Content Guru\u2019s comprehensive guide here.<\/a><\/p>\n<p>&nbsp;<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">How does the Internet of Things Contact Center Work?<\/h2>\n<p>At the heart of Internet of Things CX is the digitally-enabled device (the \u2018Thing\u2019 in question). These devices become <strong>\u2018Digital Customers\u2019<\/strong>, able to reach out to your contact center in the same way a human being would. They can contact agents, get issues resolved and provide information without the need for the human customer to take action.<\/p>\n<p>And the efficiencies don\u2019t stop there. \u2018Digital Customers\u2019 can communicate with Machine Agents. The Internet of Things contact center relies on this <strong>Machine-to-Machine communication. <\/strong>IoT devices are able to their report their own faults and seek technical support. They can provide real-time data to the contact center, supporting later customer interactions.<\/p>\n<p>Some applications of M2M communication include:<\/p>\n<ul class=\"rt-bullet-list\">\n<li><strong>Wearable smart medical devices <\/strong>that report essential patient data in real-time to hospital systems. This allows caregivers to stay up-to-date on a patient\u2019s condition, even when they\u2019re not in the hospital.<\/li>\n<li><strong>Smart meters <\/strong>that allow utilities providers to check network status at the click of a button. When a customer reports a fault, the contact center can verify that there is a network problem before dispatching an engineer.<\/li>\n<li><strong>Internet-enabled appliances<\/strong> can reach out to the contact center in the event of a fault, receive a diagnosis, and then pass that information on to the customer without them having to lift a finger.<\/li>\n<\/ul>\n<p>M2M communication is a first step toward contact center automation. The Internet of Things contact center introduces next-generation efficiencies to your CX ecosystem.<\/p>\n<p>&nbsp;<\/p>\n<h2>Digital Automation with the Internet of Things Contact Center<\/h2>\n<p>&nbsp;<\/p>\n<p>Internet of Things CX opens up opportunities for automation, and automation enhances the contact center in a host of ways<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/how-to-reduce-customer-service-costs-with-ai\/\" rel=\"noopener noreferrer nofollow\">.<\/a> Machine to Machine automation will save hours for agents, taking routine and repetitive tasks off their plates. This, in turn, leads to improved employee engagement, and huge cost savings. The Internet of Things Contact Center is not a cost-sink, but a source of real value for businesses.<\/p>\n<p>One key application is the <strong>automation of transactions originating from a digital source<\/strong>. Smart meters can authorize the payment of energy bills, and those payments can be received, without the need for an agent-customer interaction. This ensures maximum security for your contact center. Customer payment details are kept on a \u2018need-to-know\u2019 basis, to prevent any risk of information leakage.<\/p>\n<p>And that\u2019s not the only benefit of automation in the Internet of Things Contact Center:<\/p>\n<ul class=\"rt-bullet-list\">\n<li>When a customer requests changes to a policy or a service, those changes can be made to any supporting smart devices <strong>without needing to replace them<\/strong>.<\/li>\n<li>Data from your entire network of smart devices can be brought into a <strong>single, intuitive reporting interface<\/strong>, and incorporated into flexible custom reports.<\/li>\n<li>An unlimited number of digital customers can be integrated into your contact center <strong>through custom APIs<\/strong>.<\/li>\n<\/ul>\n<p>Next-generation CX depends on your ability to incorporate Internet of Things devices into your contact center. Once this is done, you can take the first steps into a bright future.<\/p>\n<p>Agent Experience in the Internet of Things Contact Center<\/p>\n<p>In the Internet of Things contact center, the human element is more important than ever. <a href=\"https:\/\/www.mckinsey.com\/capabilities\/operations\/our-insights\/the-state-of-customer-care-in-2022\" rel=\"noopener noreferrer nofollow\">In 2022, half of CX leaders reported an increase in agent attrition.<\/a> M2M automation takes some of the pressure off your agents, but improving Agent Experience (AX) is an ongoing battle. Internet of Things devices benefit more than just your agents.<\/p>\n<p>The single agent interface makes the work of the agent easy: Every channel of contact, including contacts from digital customers, are brought into a single app. This creates a <strong>truly omni-channel, blended queue<\/strong>, saving time and effort for agents.<\/p>\n<p>Once your agents have the tools to succeed, they need active support from supervisors<a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/workforce-engagement-management\/storm-transcription\/\" rel=\"noopener noreferrer nofollow\">.<\/a> In the future, agent surveys and AI tools will be supplemented by <strong>wearable Internet of Things devices<\/strong>. Agent vitals can be monitored, allowing supervisors to keep track of which agents are facing difficult interactions, struggling to find solutions for customers, and which agents are at risk of burnout.<\/p>\n<p>In the Internet of Things contact center, agent support is more consistent and more tailored than ever. Agent attrition is greatly reduced; you can <strong>truly invest in your top talent<\/strong>, whilst achieving <strong>massive cost savings<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">Internet of Things CX Made Easy<\/h2>\n<h2><\/h2>\n<p>The Internet of Things contact center is a huge leap forward for both customer and agent experience. From Machine-to-machine communications, to wearable devices that monitor agent experience, the path to next-generation CX runs through these \u2018digital customers\u2019.<\/p>\n<p>The Digital Customer is the final of the Four Pillars of CX. <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/the-four-pillars-of-evergreen-cx\/\"><strong>To learn more about the Four Pillars of Customer Experience, and methods for implementing them in your cloud contact center, download the full whitepaper here.<\/strong><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>The \u2018Internet of Things\u2019 is coming to the contact center. How can you prepare to integrate smart devices, or \u2018digital customers\u2019, into your CX ecosystem?<\/p>\n","protected":false},"featured_media":6122,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[44],"resource_type":[5],"resource_folder":[73],"class_list":["post-2464","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-drive-digital-transformation","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Understanding the Basics of Internet of Things CX - English - UK<\/title>\n<meta name=\"description\" content=\"The \u2018Internet of Things\u2019 is coming to the contact center. 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