We are pleased to announce that IBM is planning to acquire Waeg.

Overview

Faced with elevated customer expectations and rising operational costs, companies are increasingly challenged to modernize their service model. IBM iX helps companies with customer service transformation by empowering their employees, delighting their customers and unlocking new revenue streams with strategic and responsive contact centers and streamlined field and front-line service strategies, re-engineering processes and adapting technology to support any customer from anywhere, at any time.

Benefits

15-30%

average uplift in revenue through enhanced digital engagement¹

>20%

increase in customer satisfaction levels, higher than competitors¹

Services

Service transformation strategy

Create a digital-first system of engagement with a seamless, 360-degree view of your customer across service, sales and marketing to transform operations, drive growth and improve satisfaction.

Contact center modernization

Serve more customers more quickly and consistently in their channel-of-choice with self-service features enabled by chat bots, virtual and voice assistance, supported by automation in the cloud.

Field service optimization

Monetize field service, while maintaining speed and productivity, by adopting AI-driven insights and technologies that enable frictionless buying and maintenance to reduce unplanned downtime and service costs.

Workforce performance enablement

Automate routine customer requests and enable employees with the tools, training and real-time coaching to improve performance and employee experience.

Customer service outsourcing

IBM iX offers turnkey business outsourcing models spanning people, processes and technology to help companies transform their operations, create efficiencies and elevate customer satisfaction.

Resources

How to support agents during a contact center transformation

As more companies embark on journeys to digitally transform their contact centers, learn how to support your employees during a digital transformation project.

Recession ready: Leveraging smarter contact centers

By combining artificial intelligence with omnichannel contact centers to mitigate risk and improve the customer experience, banks can bring their loss mitigation practices into 2020 and be prepared for a financial crisis.

7 characteristics of a great chatbot

Deploy a virtual agent with these best practices in mind, designed with attributes and functionality to have the broadest impact on both your business costs and customer experiences.

Empower your agents with AI

Business continuity and cost management have never been more challenging. Watch this webcast to hear how the best companies scale AI to help with call deflection, case management and agent support.

The State of Salesforce

The State of Salesforce report is IBM’s annual thought leadership report that discusses how the best companies use Salesforce. We share trends and insights across sales, service, marketing, commerce and IT.

Talk to us about getting started

Our expertise across products, services, and industries will deliver tangible results to your contact center, while elevating your customer and employee experiences.