The Future of Automotive Connectivity
According to Covisint - In the year 2016 there will be over 90 million connected cars on the road. 53% of the cars in the world will have factory installed telematics services. This jump comes from only 10% driven off the factory line in 2011 with these capabilities.
These services continue to expand beyond the traditional navigation system with the required CD or micro sim quarterly map upgrades. Commonplace programs today include remote door access, remote climate control, and engine activation. Data downloads, over-the-air engine software updates, along with driver related concierge and SMS messaging (direct to the in dash screen) are quickly moving from a top tier subscription only benefit to base telematics packages.
Sykes Assistance Service has built a proprietary back-end dispatch system with the flexibility, customization, and adaptability to meet our client’s telematics system integration requirements.
Our Original Equipment Manufacturer (OEM) service offering began with receiving direct dial voice calls from the vehicle, that were routed through the switch with appropriate notification to the contact centre agent to differentiate this method of contact from that of a traditional land line. This has evolved with other OEM clients through to a fully detailed marriage of voice and data solutions that will continue to expand in the Canadian marketplace.
Most common practices today that apply to our roadside service offering is the capability to receive vehicle location coordinates and customer profile information that is matched to the OEM RDR records and is served to the agents so they are fully prepped to respond to the caller with an efficient and personalized service delivery. Industry expectation is that mobile applications and in-vehicle technology will be commonplace in all vehicle segments by 2020.
At Sykes Assistance Services we are already there