IBM Watson, Genesys Partner Customer Experience. Cognitive Learning and Customer Experience Leaders Will Transform The Way Consumers and Organizations Interact. ARMONK, N. Y. With the joint solution businesses can better serve consumers in their self- service applications and contact centers. The Watson enabled natural language solution learns, adapts and understands market and organizational data quickly and easily, and gets progressively smarter with use, outcomes, and new pieces of information. The IBM Watson and Genesys solution will aid and assist a brand's customer service agents to provide fast, data- driven answers, or simply sit directly in the hands of consumers via mobile device, chat session or online interaction. In one simple click, the solution's . As a result, Genesys customers can tap into the body of data that Watson understands and puts to work and use that knowledge to deliver more actionable and satisfying responses to customer inquiries in their self- service applications and contact centers. Leveraging its experience and deep domain expertise across industries including banking, insurance, and retail, Genesys will integrate access to the cloud- based Watson to its award- winning Customer Experience Platform empowering their customers with the ability to interact through a natural dialog leveraging Watson’s unparalleled understanding and intelligent natural language response. Now consumers can tap into Watson to gain insight and answers faster than possible with knowledge management solutions. Thank you for your interest in the IBM Customer Reference Programme. Your success story will be the basis for the creation of marketing collateral, speaking engagements and other communication vehicles designed to increase. CICS Transaction Server for OS/390 IBM CICS System Programming Reference. Any reference to an IBM product, program. IBM Customer Experience Suite V8.0 helps streamline and optimize web experience management with social, mobile, and integration capabilities. IBM Customer Agreement This IBM Customer Agreement (called the “Agreement”) governs transactions by which Customer purchases Machines, licenses ICA Programs, obtains Program licenses, and acquires Services (including. IBM Employees may earn a referral bonus for a successful hire.IBM Global Technology Services (GTS) - Networking Services, is looking for Service Line Representative (SLR's) - Industrial Sector, to join our Organization. Brand customer representatives who field these inquiries are often backlogged with time- consuming issues or questions that require detailed, accurate responses not often readily available to them – which can lead to an inconsistent customer experience. The new IBM Watson and Genesys solution also provides organizations with the ability to identify when a customer needs to speak with a customer experience representative, rather than continuing in a self- service application. For example, if a customer reaches a point in conversation during a self- service interaction that could prompt either customer churn or a timely sales opportunity, Watson's knowledge of pre- defined business guidelines allows the solution to signal when it is time to transfer the conversation to an agent. The customer is not arbitrarily transferred to just any agent among the potentially hundreds who work at a call center. The solution pinpoints the exact agent to handle a customer's inquiry, based on specific factors such as an agent's experience, channel used, training and even license to discuss or sell a given product and then transfers the customer with the accompanying detail of the self- service interaction. Employees in a contact center can gain access to a cloud- based Watson advisor that can read and uncover insights from millions of pages of data- driven content within seconds, from product guides to call transcripts. The result: cognitive computing that will augment a contact center agent's knowledge and shift their time from searching for answers to discovering timely insights that solve problems, facilitate new opportunities, and improve the customer experience.“By tapping into IBM Watson's cognitive intelligence, Genesys is infusing a personalized assistant into every customer interaction,” said Mike Rhodin, Senior Vice President, IBM Watson Group. This is a key example of how a new era of cognitive computing applications will transform industries and professions and revolutionize how decisions are made.”Connecting Empowered Consumers With the Right Company Experts How will Genesys and the Watson Group combine their innovation to transform the agent- to- customer experience? Imagine yourself as a bank customer, home from work and doing late night research on mortgage loans after your children are in bed. You may see a feature or rate that you like, but you have detailed questions that require expert advice. You can call, email or tweet the brand, but it's after- hours, so you won't have access to a customer service agent until the next day. Now envision the following experience: at any time of night, you can access a web chat advisor that has access to the bank's data- driven content around mortgages, and through a natural language interface, understands your questions and history interacting with the bank. Not only will the application educate you on all things mortgage shopping, but it will also provide a formal offer that can be presented by a mortgage expert at a convenient time scheduled by you. Ibm Customer Reference Program BestIn joining the Watson Ecosystem, Genesys customers will gain access to a cloud- based advisor that, within seconds, can read and uncover insights from millions of pages of data- driven content, from product guides to call transcripts to deliver exceptional customer experiences. The result: cognitive computing will augment agents' knowledge and free their bandwidth from searching for answers, to creatively thinking of how they can further help a customer or even make a sale. This, in turn, will allow Genesys clients to deliver on their brand's promise to the nearly 8. IQPC. About Genesys. Genesys is the market leader in multi- channel customer experience (CX) and contact center solutions in the cloud and on- premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,5. Visit us at www. genesys. IBM Watson: Pioneering a New Era of Computing. Three years after its victory on the TV quiz show Jeopardy!, IBM Watson has evolved to represent a new era of computing, earning recognitions from Frost & Sullivan, which presented IBM Watson with the 2. North America Award for New Product Innovation, and Gartner Inc., which cites IBM Watson in its Top 1. Strategic Technology Trends for 2. Watson does. Today, Watson is no longer just the world's most famous game- playing computer. IBM has put Watson to work in various industries. In healthcare, IBM is co- developing an application with Memorial Sloan- Kettering Cancer Center, and partnering with Well. Point, the University of Texas MD Anderson Cancer Center, and the Cleveland Clinic Lerner College of Medicine. In 2. 01. 3, IBM announced the introduction of the IBM Watson Engagement Advisor, the first Watson offering designed to improve customer experience, putting the power of Watson within reach of everyone. IBM’s mission to spark a new generation of Watson- powered apps is just the latest milestone in developing cognitive system offerings that help its clients and partners succeed. For more information on IBM Watson, please visit www. To join the social discussion about Watson include the hashtag #ibmwatson. Follow Watson on Facebook: www. Follow Watson on Youtube http: //bit. JTpq. To view a Flickr image gallery with photos and screenshots please visit: http: //bit. Dr. DMedia Contacts. Kristen Dattoli. IBM Media Relations.
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