IBM has signed up a multiyear contract with Lenovo Data Center Group to execute the blockchain and intrapersonal verticals service solutions.
As per a rigorous research done by IBM, they have concluded that there are around 60% or more of 265 billion client service calls are left unresolved and to the surprise around $1 trillion is spent on the customer service segment which is putting additional burden on the financial vertical of the company.
To redeem this loss IBM is joining hands with Lenovo Data Centre which will be responsible for improving the customer services related to the cognitive and the blockchain queries.
According to the verdict of the General Manager of Technology Support & Services of IBW, Mr. Vivek Mahajan, “Data is an indispensible element for an organization which can create a positive impact on the company and the artificial intelligence can be helpful in taking the customer service segment to the zenith of personalization.
He also claims that with the support and guidance of the expert team of Lenovo, IBM will be getting the support and assistance of the dedicated and expert technicians across the globe who are highly qualified, experienced and proficient to answer any query related to cognitive computing and blockchain which will strengthen the popularity and solidify the image of IBM which is achieved after a thorough and sincere hard work from its employees and man power.
IBM is focused to improvise the client experience by increasing their global coverage as well as their CEC (Customer engagement Centers) field services solution also including the logistics services offered across the globe.
The concentrated enterprise explains the entire process which is “Whenever any client connects with the agent for the Lenovo’s server , networking or storage services, IBM’S Virtual assistant which is entrusted for providing technical support encompasses its language abilities as well as the recognize their context so that the conversation can be personalized. This program is designed to ask few of the common questions pertaining to the services problems and tries to get their answers. This process can also access the client’s information keeping in mind to accelerate the response and the client support experience by Lenovo.
Laura Laltrello, Vice President of Lenovo Data Centre Group narrates that presently the enterprise is enriched with advanced technology which is offers high end customer support.
She added that her enterprise is looking forward to work with IBM by offering personalized and flawless services to the customers in the arena of data support.
The following are the highlights of the agreement:-
- Blockchain will be helpful in creating a secured and clear environment for execution and monitoring of the purchasing as well distributing of the software and hardware devices for the data centers of Lenovo
- The Virtual Assistant for the Technical support which will be entrusting of using the preferences, history, product details, technical documents, FAQs etc within the reach of the fingertip which can be circulated with the numerous call centre agents quickly.
- Client Insight Portal will be offering the data analytics and the analysis of the trend with advanced personalization, troubled areas to be identified through the screen alerts, automatically the root cause logic can be known.
- Around 19,000 field agents will be on board to provide customer support to the customers across the world by sharing the live video of machines with the customers while the IBM professionals will explain the latter the problem and the best way to resolve them.
International Business Machines Corporation, widely known as IBM is a US-based multinational information technology company. It is headquartered in Armonk, New York, with operations in over 170 countries. The company is a provider of hardware, software, cloud-based services and cognitive computing.
The company was originally called Computing-Tabulating-Recording Company and was founded in 1911 with the merger of four companies in New York State by Charles Ranlett Flint.