3 IoT Issues to Consider Before Moving Forward With IoT

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  The IoT (Internet of Things) links together networks, devices, and data. It helps you learn more about the things vital to every level of your business. To build your IoT solution successfully you need agile products, services, and networks that enable you to gain real-time insights about the things your company values most. If you are deploying IoT-enabled products for customers or IoT-based devices in your own factory, consider these three issues before moving ahead with IoT implementation plans.
  1.    Software maintenance updates and software feature updates
  a.     IoT devices can be computing devices, software problems will occur at some point, and software updates will need to be applied to fix them.
  b.     In addition, new features are likely to be developed to further software updates are needed to enhance IoT operations.
  c.     IoT devices trigger alert by software updates, which have been ignored, so a call center with IoT connected software is needed to schedule a time for needed software update.
  d.     Issues are likely to arise around both connections to the devices and the legal rights to apply software updates to systems already in service.
  e.     Software updates can become even more complex if software updates actually cause unintended issues requiring on-site access by IoT personnel.
  f.      Make necessary verbiage in your product terms and conditions to cover all these cases.
  
  2.    Fast Restart and Flawless Authentication
  a.    IoT engineers need to build in restart utility to enables fast and flawless authentication.
  b.    In an industrial environment with hundreds or thousands of devices in difficult-to-find and reach locations, fast restart and flawless authentication can make the difference between shutting down an entire factory and waiting for IoT techs to perform manual resets.
  c.     The nature of IoT devices is to connect to other:
                                                     i.   Other IoT device connections
                                                   ii.    Other IoT users connections
                                                  iii.    Data storage connections
  d.    Authentication must be flawless and IoT reconnect without interference:
                                                     i.   Network environments change
                                                   ii.    Lose of connection of IoT devices
                                                  iii.    IoT devices restart
  e.    A call center with a human with a current escalation plan is always a smart plan.
  
  3. Handling failure
  a.    IoT sensors can trigger communicate both via SMS and email to proactively fix a problem before it becomes a failure and if both SMS and emails are ignored a human in a call center can proactively escalate.
  b.    It is always best for IoT technologies and services can rely on humans to be involved in a contact center to make the final decision.
  c.     Having IoT devices can greatly enhance operations and make them easy to observe and manage. It’s important to remember, adding IoT devices should never interfere with the working environment of the device the IoT is there to help monitor and control.
  d.    Failure of any segment of the IoT process to communicate must leave the IoT device in a nonmalignant state and as fully operational as achievable.
  e.    Build in the ability to allow the device to revert to manual operation as needed when fault conditions happen.
  f.      The computing portion of the IoT device should attempt to transmit error status codes when impending failure is detected.
  g.     When an IoT failure is detected and the equipment is dangerously still in use, it might take the IoT’s manufacture’s call center to actually call the factory and identifies the safety problem.
  h. Artificial Intelligence (A.I.) will help contact centers declutter the new torrent of additional IoT information by 80% for false alarms and 60% of repetitive work.
  
  Contact centers and Enterprises need to ask Call Center Pros or their software providers to provide A.I. sooner than later. Please contact us for any call center technology need or telecom challenge.
  
  Thank you,
  
  James W Wilson
  Call Center Pros
  james@call-center-pros.com
   http://www.linkedin.com/in/jameswwilson
  1-404-936 4000