Lenovo is turning to its longstanding partnership with IBM to improve its customer service with blockchain and AI-powered tools. Under the new, multi-year agreement, Lenovo will use IBM's tools to assist customer service agents and technicians within the Data Center Group -- supporting Lenovo's ThinkSystem and ThinkAgile platforms. executive guide What is AI? Everything you need to know about Artificial Intelligence A guide to artificial intelligence, from machine learning and general AI to neural networks. Read More Lenovo's relationship with IBM dates back to 2005, when the Chinese tech firm acquired IBM's PC business. In 2014, Lenovo purchased IBM's x86 server business. Last year, Lenovo signed a $240 million deal with IBM to improve the customer service experience within its PC division. The new agreement leverages blockchain to create a more secure and transparent environment for the purchasing and distribution of critical hardware and software equipment for Lenovo's … [Read more...] about Lenovo taps IBM’s cognitive and blockchain tools to improve customer service
Improving customer service experience
New technologies are raising consumer expectations when it comes to customer service, and companies will pay the price if they don't respond -- just ask Comcast.The company was very publicly called out last year for failing to deliver on its promised internet speeds by a customer equipped with a Raspberry Pi and a Twitter account. The customer built an automated bot to monitor the speed of his service and tweet at Comcast whenever it fell below the speed he paid for. Artificial intelligence Should we be as terrified as Elon Musk and Bill Gates? The time is now for the tech industry to put guidelines in place to guard against AI's long term dangers. Read More Businesses risk being caught flat-footed like that if they don't prepare for the next generation of technologies that will facilitate interactions with customers, a new Forrester report argues. Like Twitter, many new technologies will proliferate through the consumer world before hitting enterprise, and they'll give … [Read more...] about What new technologies will improve customer service?
Zendesk on Thursday is rolling out some new ways to provide more tightly integrated customer service experiences.First, Zendesk has bundled various products -- Support, Guide, Chat and Talk -- into one omnichannel package that's easy to deploy. Zendesk makes the case that it will help businesses offer a consistent customer service experience, whether it's over the phone, through live chat, email, or self-service help centers.Along with providing a consistent customer experience, the company says a unified interface should improve collaboration and create more consistent reporting within companies. It's also 35 percent cheaper than purchasing products individually.Zendesk, a 10-year-old company with a half billion-dollar run rate and 125,000 customers, casts itself as the SaaS vendor for companies that want their customer service experiences to stand out. Zendesk President of Product Adrian McDermott contrasted Zendesk's SaaS products with the technology stacks offered by its enterprise … [Read more...] about Zendesk rolls out new products for more integrated customer service
Citing market trends favoring the use of social media data and channels to improve customer service, Avaya is trying to catch up by bringing the power of big data to its call centers. The unified communications business isn't the first to toy with big data for the purpose of boosting the customer experience. But Avaya, which recently moved its headquarters from New Jersey to Silicon Valley, is aiming to frame its new solutions as unique by targeting every "access point" in the customer lifecycle. From the business perspective, the Avaya Customer Experience Management solutions are touted to sync up all customer interactions from every channel as well as come with a simple deployment strategy for virtualized environments. One method designed to enable this is the Avaya Aura Call Center Elite Multichannel suite, which unifies multiple channels of communications (i.e. IM, email, social media, etc.) onto Avaya's call center software. Contact center users should then be able to layer more … [Read more...] about Avaya trying out data analytics for customer service contact centers
Singtel has unveiled a new corporate logo and enhancements to its customer service, as part of the telco's revamped branding that also will include enterprise service improvements over the coming months. Its branding exercise is the Singapore carrier's first in 16 years and aims to improve customers' "everyday" experience with Singtel, said CEO Chua Sock Koong, during the launch event Wednesday. "This is more than just a logo change," she said, noting that the industry landscape had changed significantly since the telco embarked on its last branding initiative and its business had evolved over the years. Yuen Kuan Moon, CEO of Singtel's Singapore consumer business, further noted that customers expect telcos to deliver the best technology and innovation, but the simple "day-to-day things" are what affect consumers. It is with this in mind that the carrier introduced enhancements to three customer-facing services, which include an online appointment booking facility … [Read more...] about Singtel unveils new corporate logo, customer service enhancements