Service detail
Highlights
 |  | | Transform your call centre into a multi-channel, IP-based contact centre — to help support higher productivity, improved customer satisfaction and lower costs |
| | | Permits centralised contact centre management of your distributed agent workforce virtually anywhere in the world |
| | | Promotes better communications internally and externally — via Web, phone, e-mail and more — improving customer experience |
| | | Can enable your organisation to respond to business changes and customer needs more quickly and flexibly |
With an IP telephony-based contact centre, your agents can use multiple visual and text channels — e-mail, Web-sharing and more — to communicate with each other and with customers (instead of traditional call centres, where they are limited to the telephone). With an IP-based contact centre, information retrieval can be performed more comprehensively, accurately and quickly. Customers who contact the centre can be automatically routed to specialised agents. And the agents can connect to the network from remote locations. All these factors contribute to improving the customer experience and earning customer loyalty.
IBM Converged Communications Services – IP contact centre can help you plan and design a converged network architecture that assists you to create more effective contact centre processes, and integrate and manage applications. You can do it all while leveraging your existing IT investments and legacy systems. Offering an end-to-end solution, IBM's services can include customer relationship strategic planning, contact centre assessment, migration planning, network planning and deployment, training, and systems management – right through to design, integration, migration and deployment.
With IP contact centre services, IBM can offer integrated, IP contact centre solutions using IBM® WebSphere® and IBM Lotus® software as well as technologies from Cisco and Genesys. By implementing and integrating the necessary infrastructure components, IBM lays the groundwork for an IP contact centre that can help you to be more responsive to your customers.
IBM's comprehensive, tailored solution for the assessment, design, integration, and migration or deployment of your IP contact centre can potentially result in higher staff productivity, improved customer satisfaction and lower costs. Our goal is to transform your legacy call centre into a multi-channel, IP contact centre. And, IBM can deliver the contact centre from end to end.
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