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