Service detail
Highlights
 |  | | Helps transform your call centre into a multichannel, IP-based contact centre—supporting 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—thereby improving the customer experience |
| | | Enables your organisation to respond to business changes and customer needs more quickly and flexibly |
Thanks, in part, to the ever-increasing popularity of conducting business online, a significant portion of the customer experience is now dictated by call centre processes and agents. Successful organisations have learned to use this situation to their advantage, differentiating themselves through robust contact centres that enable increased efficiency, lower costs, enhanced productivity and higher revenue. How? 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, in which 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 allows you to create more effective contact centre processes, and integrate and manage applications. And you can do it all while leveraging your existing IT investments and legacy systems. The offering includes assessment, design, integration, migration and deployment services.
IBM offers design and deployment services that draw from its extensive converged communications experience, industry-leading tools and key strategic alliances. By implementing and integrating the necessary infrastructure components, IBM lays the groundwork for an IP contact centre that will enable 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 multichannel, IP contact centre. And, unlike most telecommunications companies, systems integrators and small application service providers that compete in this space, IBM can deliver the contact centre from end to end.
Other capabilities in the IBM Converged Communications Services portfolio include services for network convergence, IP telephony, unified messaging, real-time collaboration.
