Calls to customer service units inevitably lead to long delays, listening to dismal music tracks or going through a maze of touchtone messages - but IBM is about to change all that.
The computer giant will today roll out Corepoint Technologies, a unified customer service software business, according to sources.
Corepoint, which will have its own identity independent of IBM, will market a set of six lines targeted to provide the most complete customer support suite available.
The plan to create Corepoint was announced in August on the back of Software Artistry, a customer support software firm IBM acquired earlier this year, together with other computer, telephone, and Internet technologies from other IBM divisions.
Corepoint?s Universal Access line of products will link in-person counter service with phone operators and Web services to provide single customer records, instead of one for each step of the service process.
Enterprise Line will be used to connect front office, back office and other systems more efficiently.
At the core will be Foundation, which will link up computers, phones, and automated voice response systems to speed up customer reponse.
Integration of behind the scenes customer service has become of prime importance to companies, such as mail order suppliers, fighting to keep a competitive edge and hold on to customer loyalty. This has led to a massive growth in usage of customer relationship management systems to keep track of client information and history.
The move underlines a move by IBM into the higher profit software and services business and away from shrinking margin hardware operations.
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