Making things speak - why IoT needs a voice and why CSPs can provide it.

The IoT market is booming and CSPs are trying to ensure they secure new revenues from this exciting opportunity. Their networks and OSS capabilities will be essential for many IoT applications and services. But, they have other assets that can enhance and extend IoT applications, creating yet more value – voice and call processing, over secure, reliable networks. Find out more.

There’s no doubt that the Internet of Things (IoT) represents a huge growth opportunity. It brings together a wide range of stakeholders from different industries to create new value from novel applications. Forecast after forecast has sought to quantify the market. Most recently, IDC, an analyst firm, has predicted that “IoT spending will experience a compound annual growth rate (CAGR) of 13.6% over the 2017-2022 forecast period and reach $1.2 trillion in 2022”.

That’s quite a number. IDC provides further details, identifying key verticals and categorising them in terms of value. Of course, forecasts vary, but there’s no doubt that IoT is now mainstream and that we are beginning to see the mass deployment of new devices and services.

It’s not surprising, therefore, that CSPs are positioning to secure a significant share of these revenues. After all, many of them will provide either the complete network or else backhaul capabilities for surging IoT traffic. In addition, many hope to offer management and assurance capabilities, as well as to deliver their own set of end-to-end services.

However, there’s one dimension that they are missing. While CSPs have the network and OSS infrastructure to support a wide range of IoT applications, as well as the capabilities to support a growing ecosystem of partners, they have other assets that they can being to the party.

Chief of which is voice. Amidst all the growing hype surrounding IoT applications is a lack of awareness of the ways in which voice and call control capabilities can provide a new dimension to many services. For example, consider a remote monitoring service for healthcare. Let’s imagine that a patient has a pacemaker that is fitted with a SIM-based transmitter. In the event of any unexpected activity, the transmitter may send an alert to a remote monitoring service. At this point, the control centre can send an automated alert to a responder, but it may be more appropriate to initiate a voice call or send a text message to an operative. It may also be useful to send a notification to the relatives of the patient.

In the case of the responder, there may be a group that is assigned to duty. If a call is made, then the right operative needs to be located and, the current status of each taken into account. If one is temporarily unavailable, then a voice processing system with ACD functionality and presence management can enable the call to be sent to the appropriate person. Similarly, skills-based routing can be applied, according to the severity of the situation reported from the monitor.

Crucially, the system could also make attempts to contact the individual, allowing responders to triage the situation remotely, if that is possible under the circumstances. The key lesson is that an IoT-based monitoring system can be integrated with voice and call handling capabilities to create a new, blended service that invokes human interaction for specific circumstances. There are many such services that can be imagined – and CSPs with secure, reliable networks are well-placed to offer such capabilities to their partners.

All that is needed to achieve this is a flexible voice and call handling solution that can be integrated with APIs from monitoring systems, allowing events to trigger new responses and actions. However, in such critical situations, the strength and reliability of CSP networks can make a crucial difference. Best effort isn’t good enough, but by capitalising on their network assets, CSPs can not only enable new forms of voice and call handling interaction for IoT applications, they can do so securely, reliably and predictably.

Today, CSPs have the networks to deliver these capabilities, but they must also ensure they have the right voice platforms at their disposal. They need advanced call handling solutions, with integrated availability management, ACD functions, routing options and more.

At Gintel, we’ve been working on these new, blended IoT and voice applications for several years. If you want to know how you can give IoT a voice, then why not get in touch? Or, register for our webinar and we’ll show you how CSPs can capitalise on voice to enhance and increase value from IoT applications.


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