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The convergence of IoT and UCC—what it means for business

August 17, 2020

The convergence of IoT and UCC—what it means for business
Gartner estimates there are more than 26 billion IoT devices in operation worldwide. This has a far-reaching impact on a variety of industries, not to mention many areas of IT.
 
Take UCC, for example. The proliferation of IoT devices and their interactions with communication platforms are transforming how businesses work. Here’s how:
 
  • More precise decision-making—As new IoT-enabled smart devices are integrated into a company’s operational network, more real-time data sources are created. This provides metrics from more endpoints and engagement channels—more sources of intelligence—resulting in better strategic and operational decisions.
     
  • Proactive troubleshooting—With the convergence of IoT and UCC devices, alerts and notifications can be sent to people and other machines faster. In a hospital, for example, a heart monitor can send heart rate data and other vital metrics via SMS or other messaging platform to alert a nurse when a patient has a critical medical issue that needs attention. Analytics can then be quickly performed on the data, and appropriate messages relayed to other medical personnel based on the outcome of the analysis.
In the retail industry, employees on showroom floors and in warehouses can receive updates through UCC systems when shelves are out of stock on particular items. And in industrial settings, a communications and collaboration workspace, created with tools such as Cisco Spark Room, can provide staff with the daily updates they need to do their jobs—which is significantly easier and more efficient than gathering the information manually. 
 
  • More efficient contact centers—With IoT and UCC working together, customer service can be made more proactive. IoT devices can sense technical problems (i.e., a refrigerator with a thermostat that’s not working properly), alert the manufacturer without the customer even being aware of it and automatically call the customer to schedule a service visit.
     
  • Improved fleet and supply chain management—By integrating fleet management software with UCC, control can receive immediate information about the status of shipments, instantly send automatic corrective recommendations to fleet managers, and improve timing and accuracy in deliveries. 
To learn more about how the convergence of IoT and UCC can benefit your customers—and the right technology to implement to make it happen—talk to our UCC expert, Chad Simon at chad.simon@ingrammicro.com