With our partner, IBM, we are leveraging the power of the unstructured and structured data through streaming and cognitive capabilities to position ourselves effectively to meet the needs of our customers.

—Damodaram "Damu" Bashyam,Vice President of IT,Verizon

Business Challenge story

When you call your phone company, you want them to solve your problem first time. Verizon wanted to raise first-call resolution rates by empowering its customer service teams with new insight.

Transformation

Verizon has built a real-time customer experience engine that analyzes speech in real time and integrates it with omni-channel insight to help customer service agents respond faster to customer needs.

Benefits

The new cognitive platform enables Verizon to develop new applications in weeks and roll them out to millions of customers – helping to improve customer service and boost first-call resolution rates.

Solution Category

  • IBM Hybrid Cloud