Wearable Tech & Smartphone
Apps
Big Data Analytics
Contact Center Integrations
Innovation | Collaboration | Evolution | Results
IoT/IoE “Internet of Things” Solutions Portfolio
Healthcare & Security
SOFTEL Communications – Complete IoT “Internet of Things” Solutions Portfolio
SOFTEL is enthusiastic about the prospects of providing solutions with our technology partners, within the
emerging opportunities related to the Internet of Things (IoT). From a Unified Communications standpoint,
IoT opens the door to a level of device interaction communications, data mining, insights, and Big Data
Analytics to business enterprises, which far exceeds current interactive operations.
IoT transforms operations are creating a need for an IoT-ready Command Center. This leaves behind the relative simplicity of the traditional
call center and goes beyond the current complexities of the multimedia/omnichannel contact center:
…1987 | 88 | 89 | 90 | 91 | 92 | 93 | 94 | 95 | 96 | 97 | 98 | 99 | 00 | 01 | 02 | 03 | 04 | 05 | 06 | 07 | 08 | 09 | 10 | 11 | 12 | 13 | 14 |.15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 2024…
>TELEPHONY > IVR >
> SMS > EMAIL >
> WEB CHAT >
> ESERVICES > SOCIAL MEDIA > IOT/IOE >
> THE NEXT CHAPTER….
Traditional Call Center…
…Multimedia Contact Center…
…IoT Command Center
IoT convergence enables insights beyond the standards of voice and multimedia/omnichannel presence. Identifying and connecting devices
and wearable technology data streams to people and processes provides personification. This is a new, stunningly clear profile for the
emerging Command Center. Replacing business rules with personification means being able to tailor every individual interaction, not assume
a generic interaction. This is performed by using real-time dynamics based on existing rules and new IoT criteria including location, social,
health, and wellbeing, Biometrics, telemetry, and much more. This is just the beginning of the Command Center’s newest channel.
Personification is one of two aspects IoT brings into Unified Communications, interfacing technology and Machine to Machine (M2M)
capabilities. Security, Healthcare, Logistics, Utilities, Infrastructure, Retail, and Industrial markets are all candidates for any IoT connected
device that provides a data stream that can be quantified, organized, administered, and serviced by a Command Center. Managing
interactions from IoT machine processing heralds in a new era for Unified Communications. This is the emergence of M2M administration,
operation, and management. Within the Command Center, IoT alarms, alerts, maintenance schedules, diagnostics, and logistics can be
managed and maintained by a dedicated specialist workforces.
SOFTEL IoT Solution Delivery
Support and
Management
Identification
Operation
Development
Implementation
Our Business Partners
Identification and Planning
Converging an IoT data stream for use within Unified Communications contact center operations begins with a minute series of steps to
determine which components of a device’s interaction data stream will need to be identified, Extracted, Transformed and Loaded (ETL) from
a single source to a new or existing channel within a contact center. The steps to a successful data stream include the appliance of data
convergence, manipulation, storage, aggregation, conversion, and presentation.
Wearable Tech
(Personification)
IoT/IoE M2M
Operating system, data stream, security, identification, application service, user involvement (permissions), vendor and
platform
Device, operating system, middleware, data stream, security, identification, service, vendor and platform
IDENTIFICATION | PERMISSION | EXTRACTION | TRANSFORMATION | LOAD | PRESENTATION
Development
Once the core components have been identified, the development process brings together business requirements with data convergence.
The development life cycle creates and combines the processes and technologies required to convert IoT data streams to standardized,
identifiable, and useable business data compatible with a vendor’s platform and interaction channel methodology.
Wearable Tech
(Personification)
Application interface , user security, data flow, data polling, SDK, API, data warehousing and Big Data analytics
IoT/IoE M2M
Device interface , data security, transfer protocols, data polling, middleware development, data warehousing and Big Data
analytics
ANALYSIS | DESIGN | ENVIRONMENTS | TRANSITION | TESTING
Implementation
Once the IoT data stream convergence is developed, another layer of complexity needs to be overcome. Next is the acceptance of the
developed processes by the vendors of the operating system, the device, the application, and the permissible actions of users. Finally there
is the data convergence for the platform vendor and your own interaction channel processes (content and knowledge management).
Wearable Tech
(Personification)
IoT/IoE M2M
App update/launch; Optional features: user registration, user options, user permissions, app permissions, etc.
Launch of the data stream
APPLICATION UPDATES | PROVIDER UPDATES | VENDOR UPDATES | CLIENT UPDATES | LAUNCH
Operation and Management
Once implemented, the day-to-day operations and management of IoT data streams can commence. This includes any actionable items
through business content and knowledge management, data warehousing/purging rules, interaction operations (for contact centers), device
and data operations, reporting, and management.
Wearable Tech
(Personification)
IoT/IoE M2M
Actions, administration, data rules, day-to-day operations, device, and data management
CUSTOMER SERVICE | CONTACT! | INTERACTIONS | OPERATIONS | MANAGEMENT | REPORTING
Service and Support
Operationally, converged IoT data streams have a much shorter time for market use. This is because of the relative dynamics within IoT
require much faster development cycles to introduce new and innovative ways of obtaining and maintaining useable data from new and
existing devices. Service & support are the foundation for the day-to-day maintenance and the introduction of new services.
Wearable Tech
IoT/IoE M2M
Maintenance schedules, updates/upgrades, enhancements, client, and user service and support
Maintenance schedules, updates/upgrades, enhancements, device service, and support
MAINTENANCE | ESCALATIONS | SERVICE | SUPPORT
IoT Practical Implementations
SOFTEL works with its technology partners to bring together the expertise, knowledge, and experience required to collect and extract IoT
data streams from wearable technology, Smartphone applications, and devices to forward to your contact center operation platform
interactions channel.
Personification / Wearable Technology IoT
M2M IoT
SPECIALIST ROLES & RESOURCES
PLATFORM ROUTING
INTERACTION DATA
ETL & AGGREGATION
DATA FACTS
CONTENT MANAGEMENT
KNOWLEDGE MANAGEMENT
Home Devices
RDMS
BIG DATA ANALYTICS
Logistics Devices
NETWORK (RX/TX)
Security Devices
HTTPS
Healthcare Devices
TCP/IP
Environmental Devices
INTERFACING MIDDLEWARE
Infrastructure Devices
…Emerging Devices…
Why SOFTEL IoT Solutions?
SOFTEL have been providing supporting solution and services to Business Enterprises for over two decades. Working in sectors as diverse
as Finance, Health Care, Retail, Utilities and Transportation, our experience in Unified Communications and Contact Centers has benefitted
dozens of leading global organizations, who operate complex technologies. Coupled with our experience in enterprise environments, SOFTEL
provides a professional front-line service, forging new and innovative ways to leverage IoT Solutions. With industry level delivery methodology,
SOFTEL’s IoT, M2M, and Personification Solutions offer cutting-edge technologies and processes for today’s contact center. We are dedicated
to providing a fully encompassing solution delivery service with our technology partners, while minimizing the impacts to your business
operations. From single to multiple application implementations, across platforms, solutions, environments and technologies, SOFTEL
supplies, manages, delivers, and supports IoT solutions in the present, designed for the future of the Command Center.
SOFTEL is passionate about providing tomorrow’s IoT technology into your enterprise operations, today.
To find out more about our unique Solutions & Service Packages, please contact us;
© SOFTEL Communications 2015