Richard Snow's Analyst Perspectives

Genesys and IBM to Improve Customer Engagement with IBM Watson

Posted by Richard Snow on Jun 14, 2014 9:34:58 AM

The contact center market continues to shift focus from handling customer calls as efficiently as possible to providing superior customer engagement across multiple touch points. The latest advancement is an joint announcement from IBM and Genesys who have signed a partnership agreement to provide “smarter customer engagement”. The agreement includes a technology partnership and a joint marketing plan, and brings together IBM’s Watson Engagement Advisor and Genesys’ Customer Experience Platform.

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Topics: Social Media, Customer Experience Management, Operational Performance Management (OPM), Genesys, Mobile apps, Self-service, Cloud Computing, Customer Service, Call Center, Cognitive Computing, Contact Center, CRM, Customer Performance Management (CPM), IBM Watson

IBM Watson Engagement Advisor for Smarter Customer Service

Posted by Richard Snow on May 25, 2013 10:55:01 PM

Recently my colleague Mark Smith wrote about the IBM Watson platform. Mark is our expert on technically complex subjects like IBM Watson and‎ cognitive computing and the value it can provide to organizations and wrote an educational white paper on the topic. In fact IBM Watson was awarded the 2012 Ventana Research Technology Innovation Award. I focus on the customer and the customer experience, but I became engaged with the launch of the IBM Watson Engagement Advisor, which uncannily brings the two together.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Social CRM, Mobile apps, Self-service, Cloud Computing, Customer Service, IBM, Business Performance Management (BPM), Call Center, Cognitive Computing, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), IBM Watson, Text Analytics, Cognitive Systems