Market Overview

iQor Unveils New Smart Home Simulation Room at Its Integrated Service Hub in Memphis, Tenn.


Innovative Internet of Things-enabled laboratory simulates the smart
home to explore the setup, usage, and security challenges of the
hyper-connected consumer

a managed services provider of customer engagement and
technology-enabled BPO solutions, today announced the opening of its
Smart Home Simulation Room, an advanced Internet of Things (IoT)-enabled
laboratory designed to replicate challenges consumers face using a
growing number of connected devices that depend on entire ecosystems of
technology to operate correctly.

Connected device adoption is still in its infancy, but Gartner reports
that IoT-enabled devices will reach 20.4 billion globally by 2020,
almost doubling
from an estimated 11.1 billion in 2018. In iQor's Smart Home Simulation
Room, various connected devices including wireless routers, smart
speakers, digital assistants, smart lightbulbs, security systems, and
more, are tested in an environment which simulates the modern-day
consumer home. The Smart Home Simulation Room tests different smart home
scenarios to identify potential issues that could be caused by
interoperability or network connectivity. Insights derived from the data
is then shared back to iQor's contact centers to help customer service
agents coach consumers through the product resolution journey.

"Interoperability is a huge concern among technology brands, device
manufacturers, and a wide range of companies using smart home devices
like the Amazon Echo to engage and service customers. This challenge is
only going to continue to grow as families start to bring more connected
devices into the home," said David Travis, innovation lab director at
iQor. "The goal of our simulated smart home is to identify systemic
issues, such as Internet bandwidth, signal strength, and the inability
for specific devices to interact. We then look to offset these problems
to deliver a higher quality experience for connected device users and
eliminate device downtime frustrations associated with consumers
troubleshooting issues."

The Smart Home Simulation Room is a component of iQor's Innovation
efforts and is served by a team consisting of test engineers and quality
engineers located in iQor's Memphis facility, which was recently
unveiled as the first
U.S. integrated hub
for customer and technical support services.

"Our new Smart Home Simulation Room will play a critical role in this
process as the IoT ecosystem within the connected home continues to
grow," said Gary Praznik, president and chief executive officer of iQor.
"Using data and insights gathered in our Smart Home Simulation Room, we
can create better experiences for technology brands and the customers
they serve."

iQor's Smart Home Simulation Room will investigate the many frustrations
and challenges consumers report experiencing with connected devices,
such as issues with set-up, Wi-Fi connectivity, interoperability and
more. In a recent demonstration, the lab showed how the physical layout
and vertical positioning of Wi-Fi and other IoT components could
increase the signal strength to a smart-TV in another room by as much as
30 percent—eliminating poor 4K streaming performance. This use case
exemplifies how it can sometimes be the operating environment, rather
than the various hardware devices themselves, that are hindering optimal

As part of its quest to better understand the customer experience, iQor
released findings earlier this year on the Customer and Product
Experience 360 (CPX 360 ™) Survey – aimed at better understanding the
current state of consumer experience and expectations in the emerging
IoT-enabled smart home market. For more information on the findings,
please visit:

About iQor

iQor is a managed services provider of customer engagement and
technology-enabled BPO solutions. With 45,000 employees in 18 countries,
we partner with many of the world's best-known brands to deliver
aftermarket product and customer support solutions that span the
consumer value chain, from customer care and receivables management to
product diagnostics and repair services. Our award-winning technology,
logistics, and analytics platforms enable us to measure, monitor, and
analyze brand interactions, improve business processes, and find
operational efficiencies that lead to superior outcomes for our partners
across the customer and product life cycles. For more information,
please visit us at
or follow us at

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