Sheila McGee-Smith
Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the...
Read Full Bio >>

Sheila McGee-Smith | April 03, 2017 |


IoT: Customer Experience Leading the Way

IoT: Customer Experience Leading the Way The Bosch Connected Parking case study shared at Enterprise Connect serves as a perfect example.

The Bosch Connected Parking case study shared at Enterprise Connect serves as a perfect example.

I certainly have a biased perspective, having spent the past 27 years of my career working as a contact center industry analyst, but I believe that the Internet of Things (IoT) will find much of its early success improving the customer experience.

I had the opportunity to hear a joint presentation by Dimension Data and Bosch at the Genesys G-Force event in Miami, Fla., in October 2016, and one of the comments made by Joerg Fischer, a technical vice president for Bosch, has stuck with me. Bosch plans for all products it ships to be Internet-enabled by 2020, he said during the session.

On stage, the presenters talked about a washing machine sending out a message that it is in need of repair. That's a nice example of the proactive customer care possibilities of IoT, but another example Bosch shared during a breakout session showed the broader implications of combining IoT and customer experience. In one of my Enterprise Connect sessions last week, Kentis Gopalla, senior director of product management and market strategy at Genesys, shared that case study -- Bosch Connected Parking.

Bosch Connected Parking

Bosch Connected Parking offers car park operators new business opportunities and ideas for increasing the value and scope of services for participants. Parking solutions include:

  • Active Parking Lot Management lets the lot operator know the location of empty spots. Installed floor sensors detect the availability of parking spaces and report these to the IoT cloud. From there, the vehicle searching for parking receives information and is guided directly to the vacant parking space. In addition, the Bosch Connect Parking app also performs statistical evaluation of the parking lot occupancy -- no more multiple cars driving around a lot that is already full!
  • Community-Based Parking brings a similar concept to street parking. Real-time information is sent to the cloud, updating an application that citizens can use to find vacant parking.
  • Automated Valet Parking brings IoT-enabled parking to its logical and technical zenith. Integrated into the side of a vehicle, ultrasound sensors scan the surrounding area and identify suitable parking spaces. System electronics then compute the most favorable steering maneuvers and automatically guide the vehicle in and out of the parking space.

What customer experience is attributable to these IoT parking solutions? The IoT-enabled app helps eliminate the frustration that often accompanies finding a space. Beyond finding spots, customers can use the mobile app to pay for parking and reach out via text or voice if they require help.

One could say Bosch Connected Parking is the "Uberization" of parking: a smartphone-enabled way to find and pay for the required asset, as well as receive customer care if required. Just like Uber took the frustration out of getting a taxi or the hassle of renting a car, Connected Parking takes the frustration out of parking.

With its parking solutions, Bosch goes beyond mere customer care and contributes to the realization of the smart city concept: intelligently connected cities featuring enhanced quality of life and environmental conditions for everyone.

IoT and customer care are ultimately about improving self-service. Customers increasingly want to self-serve, and IoT will increase the ability of providers to deliver improved, personalized self-service. I know we will have an even broader array of IoT case studies to share with the Enterprise Connect 2018 audience!

Follow Sheila McGee-Smith on Twitter and Google+!
Sheila McGee-Smith on Google+


April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.