Flagship partner Cistera sees dramatic improvement in time to
actionable customer insights along with increases in call center
productivity
Armonk, N.Y. – 02 May 2017:
IBM (NYSE: IBM)
today announced that Texas-based IT solutions provider and IBM Business
Partner Mark III Systems
has built a platform using cognitive technologies on IBM Cloud to help call
centers increase efficiency, improve employee productivity and make more
informed decisions based on near real-time insights.
Most call centers record phone conversations as unstructured data, only
searchable by manually entered “tags.” If a conversation is relevant to an
audit, it must be transcribed manually, which means reports can take weeks,
which can result in decreased productivity and potentially decreased
customer satisfaction.
Mark III Systems’ Cognitive Call Center platform transforms the traditional
call center model by using IBM Cloud and Watson to help agents identify,
filter, analyze and take actions on inbound and outbound calls. The
platform uses IBM Cloud Object Storage to manage the unstructured data, and
it uses Watson APIs, specifically Watson Speech to Text and Watson Tone
Analyzer, to automate the transcription and tagging of audio, provide near
real-time analytics and actions and enable deeper analytics for audit
situations.
Mark III’s flagship partner, Cistera Networks, a
leading developer and global provider of cloud business communications and
collaboration solutions, is already seeing dramatic benefits from the
Cognitive Call Center platform built on IBM Cloud. By adding cognitive
aspects for near real-time analytics and actions, as well as enabling
deeper analytics for audit and compliance situations, institutions are
speeding up response times (from weeks to just minutes) without adding
costly overhead. Additionally, by automatically transcribing and analyzing
calls, then tagging them with specific information for records search,
Cistera customers are now able to determine trends that can lead to
profitable business improvements or new opportunities in minutes rather
than days or weeks — then measure the outcome utilizing customer
sentiments in future calls.
“Leading with Watson on the IBM Cloud has given us a unique way to guide
and partner with enterprises like Cistera around their digital, cognitive
and analytics strategies,” said Andy Lin, Vice President of Strategy, Mark
III Systems. “The clients who have implemented our cognitive platforms have
seen success so far, and we now view the platform approach as a future
blueprint for our enterprise cognitive and analytics engagements going
forward, including in support of enterprise call centers.”
Mark III’s development unit, BlueChasm, leveraged virtually the entire IBM
development to deployment stack to create the cloud-based platform with an
open API. With its highly repeatable, flexible solution, Mark III is set to
revolutionize the call center market by providing cognitive business
insights in near real time to its clients.
“Mark III Systems’ Cognitive Call Center is a powerful example of how our
IBM Business Partners can create new business opportunities with Watson on
IBM Cloud,” said David Wilson, Vice President, IBM Cloud Business Partners
and Channel Innovation. “The innovative solution was built on IBM
technology across the stack and was recently recognized as an IBM Beacon
Award winner for Outstanding Solution Developed on Bluemix.”
IDC estimates that by 2020, global spending on cognitive and AI will be
more than $46 billion.
[1]
To help its global business partners take advantage of this opportunity,
IBM has launched the Watson Build, a new challenge designed to support its
channel partners as they bring a cognitive solution to market. The deadline
to apply is May 15, 2017, and businesses can join or learn more at:
https://www-356.ibm.com/partnerworld/wps/static/watsonbuild/
.
About IBM Cloud:
For more information, visit:
http://www.ibm.com/cloud-computing
.
[1]
IDC,
Worldwide Semiannual Cognitive/Artificial Intelligence Systems Spending
Guide
, April 2017