Monday, April 22, 2013

Demo: IBM Connections Improves Contact Center Processes

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Today, I wanted to share this quick video with you. It shows IBM's Social Business Platform, IBM Connections, deeply integrated into the work life of a help desk representative.

This allows an agent to reduce the amount of time required to find the right information to help a caller.   

Here's one of the examples shown in the video. A caller selects that they want help on increasing their credit limit via the automated voice prompts. In the agent desk, the IBM Connections community with this information, and even more specifically, the exact page within the community is opened with all the information the agent needs to resolve the call immediately.

Check out the 4 min video below:

This great integration between IBM Connections and the contact center drives first contact resolution and can reduce the time that an agent spends on the phone solving customer issues.

What a great example of infusing social into existing business processes, a key in becoming a successful social business.

To learn more, check out AVDS - Automated Voice & Data Solutions.

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