A major challenge for enterprises today is the ability to manage unstructured data such as emails, chats and phone transcripts and hence face issues such as lack of a single view of the enterprise. IBM VOCA is an integrated platform that bridges the structured-unstructured data gap, provide insights from day-to-day business transactions and improve client experience. The iterative solution consist of an end-to-end methodology to transform disparate data into information that can be categorized, searched and analyzed. This is achieved through key components including, text analytics and predictive modeling capabilities.

IBM deployed this tool for one of the world’s leading banking institutions to enhance and monitor overall agent productivity across its multiple delivery centers. Accurate status checks and health checks resulted in a reduced total cost of ownership to the client.

RTMS interfaces with the imaging and workflow systems across various Lines Of Businesses (LOB) and other scanning/fax solutions. It accurately depicts the status of the workload in the LOB with respect to handling time, bottle necks etc – in creating a centralized command centre to monitor all process transactions in real-time.

GERS is a cloud-based BPO service. It is an end-to-end solution which will help to track process and analyze travel expenses across the enterprise. The solution integrates with the existing finance and human resource system to create a seamless, automated expense management workflow that supports comprehensive travel and expense processing and decision making. This will help organizations optimize the travel and expense processes and facilitate compliance with company and regulatory standards.

This application allows clients to start at any given point in the process and model the most optimal solution for the business. It possesses pattern recognition and fraud detection capabilities.

’Time Volume Capture (TVC)’ is an in-house developed automated tool, institutionalized in the F&A competency for optimal resource utilization.

It is also used to improve process efficiency and identify opportunities of improvement that have a direct positive impact on client deliverables at lower cost. The TVC tool captures time spent by each person at micro activity level and their corresponding volumes. The tool was piloted in two contracts in 2007 and was expanded across all the contracts locally and globally, involving 6000 employees, by early 2009.

TVC eliminates the legacy of Time and Motion studies and enables the setting of accurate standard time for each micro activity that supports the monitoring of resource availability and efficiency for continual improvement.

MAGEN is an in-house tool developed to ensure privacy and security of clients/individuals as well as their sensitive data.

MAGEN masks sensitive data which is not needed for executing the business process transaction, allowing associates to view only relevant data for carrying out the transaction. This technology does not require any changes to be made in the customer’s environment or any installations at the endpoint desktops.

IBM uses software from IEX, a company specializing in workforce management software, to handle workforce management and performance management.

IBM, through its proprietary integration solution is increasing the penetration of IEX across geographies and across clients to plan and optimize the performance of their workforce. We expect the IEX rollout to spread to 13 more accounts across geographies by the end of CY2010.

This tool was developed for voice and accent training. It ensures that we have a comprehensive, objective assessment and learning tool for voice-based training across IBM.

It fulfills the duty of a human trainer and helps improve clarity of pronunciation, correct syllable stress for various words, an optimum rate of speech, correct grammar, fluency and comprehension. The assessment tool is used during recruitment and after training to assess pronunciation, grammar, fluency and vocabulary.

IBM Simulation Producer is an application simulation program that can then be used for self-tutoring and refresher tutoring.

The program captures images and events such as mouse and keyboard interactions that a trainee uses in an application. Simulation Producer makes documenting the learning experience easy by automatically producing Microsoft Word documents that describe, with graphics and text, each event that occurred during the simulation.

This is a time-tracking software that enables supervisors to monitor agents in real time.

It is a comprehensive and robust VB-based application. The scope for errors in the process was drastically reduced and each agent's time was fully recorded for time tracking and quality monitoring purposes. We have achieved productivity improvement of 30-40% owing to reduction in process turnaround time.

It is a software developed to track the attendance, headcount, payroll data and many such functions that are hard to keep track of in an organization.

SPADE tracks team members' attendance, adds and updates new employee details, performs team formations, shift and batch information updates, attrition and quality monitoring of calls etc. SPADE is also used to track head counts, floor strength and payroll data.

It is a software that enables automatic call-back feature and has helped reduce average call back time from four days to less than one day

It helps track and meet customers’ expectation on call-back time and monitor the health of the project.

It is a software that helps detect peaks in call-volumes or back-end transactions with minimal impact on staffing levels.

It provides a solution to address the challenges that peaks in demand can create such as new product feature roll-out, the release of a new version of a consumer electronics product, a holiday season, and year-end closings etc.