call center

Chatmantics improves customer experiences by replacing call center IVR with AI on IBM Cloud

We’ve all called a company’s customer service number only to be greeted by an interactive voice response (IVR) system. The IVR will say to press one for this and two for that and so on. You must wait for the correct number to enter your account information “so that we may better serve you” but […]

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At the tipping point: Transformation in the contact center

Contact centers are going through some serious changes, which may already be disrupting the status quo. Customer engagement has dramatically altered businesses. Contact centers must now evolve into an “omnichannel” or multi-channel interaction hub. Communications are no longer limited to the traditional voice channel. Customers expect or even demand to engage with businesses seamlessly across […]

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IBM Voice Gateway: New features revolutionize your cognitive call center

Improving customer support is a never-ending job. You must continually listen to your customers and pivot your business to adapt to their needs. One way to improve customer service is to use cognitive virtual agents. The use of these agents has been growing in the online space for a few years. And with the arrival […]

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The cognitive future of customer service with IBM Voice Gateway

What’s the future of customer service? Your call center is frequently where your customers experience your company. So what can you do to make that experience as positive as possible? In my last blog, I described how cognitive capabilities have transformed interactive voice response (IVR) systems. Cognitive IVR systems rely on artificial intelligence (AI) to […]

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Why your company should be considering a cognitive IVR system

To those of us in the contact center space, one of the most interesting and promising developments has arrived. We can now build cognitive agents that communicate with customers using natural language through voice calls. The industry is finally listening to what customers have been saying for a long time: Traditional interactive voice response (IVR) […]

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Bluemix powers productivity for IBM Business Partners

What do data discovery, call center productivity and genomic data analytics have in common? Though they’re functions of wildly different industries and businesses, they’re all areas in which IBM Business Partners have put Bluemix to use, driving digital transformation. IBM launched Bluemix for its business partners channel in September 2015, and by the last quarter […]

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