Multichannel customer experience
Technology is rapidly changing the ways that customers interact with their favourite brands. In order to attract and retain customers, it is now essential to provide integrated and robust multi-channel support. The proliferation of new channels also yield an unprecedented amount of data that IBM can help your enterprise can use to predict customer preferences and problem areas.
IBM can provide your enterprise with the ability to optimise the customer experience, ensuring that the right content reaches the right person at the right time via the right channel, providing a more holistic and profitable customer experience. The channels we support in our unified communications platform include:
More than an outsourcing provider, IBM has product offerings and experienced communications experts that allow our clients to ‘cut through’ the noise created in today’s data and interaction rich environment to identify and prioritise those that carry real value. By analysing the digital environment and understanding your customers, IBM agents are able to engage using appropriate channels and maximise the opportunities presented.
IBM can help you to understand your customer needs and behaviours through sophisticated analytics and devise customer interaction strategies that play to the strengths of today’s mix of online and traditional service channels. We measure and reengineer channel processes to deliver more effectively and deploy integrated customer experience channel interactions that are flexible, scalable, high quality and constantly improving.
Frost & Sullivan 2012 Customer Value Enhancement Award
IBM awarded Frost & Sullivan 2012 North American CRM Solutions Customer Value Enhancement Award.
Gartner ranks IBM a Leader in the 2011 Worldwide Customer Management Contact Center BPO Magic Quadrant
The Customer Identity Crisis
How are companies changing their customer relationships to adapt to a multi-channel world?