IP gets a call from telecommunications
Telecommunications firms are not only concerned with their customers communicating with each other; they need to communicate with their own customers. IBM intellectual property can help the industry overcome these types of challenges.
As smart phones expand their dominance, mobile subscribers increasingly want their devices to do more. Numerous IBM technologies can do that. One solution integrates with users' calendars and lets them access all their conference calls via a single number. The road is a better place for business travelers with an approach that uses social networks to inform them of colleagues who are also roaming—making meetings and travel plans easier to coordinate. It also aggregates data from publicly available sources to provide useful information such as weather reports, currency exchange rates and hotel directories.
And IBM's innovations help companies communicate better with their customers. One approach monitors all the calls in a call center and automatically accesses the quality of each. Bad calls are flagged for intervention. Another advance helps call agents by "listening" and automatically offering solutions to the customers' problems. There's also an improved alternative to the unpopular voice menu.
Other innovations analyze existing call records for better understanding of customers and improved customer service. That results in increased loyalty from current users and win-backs of former customers.
With the over-the-air spectrum increasingly crowded, IBM intellectual property can help squeeze the most out of an existing network. One approach eases network congestion by learning users' preferences. As the network becomes "smarter," it can reduce the outgoing load on a network by up to 70 percent.
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