ARMONK, N.Y., April 25, 2019 /PRNewswire/ -- IBM (NYSE:
IBM) today announced that it will support the customer experience
of Lenovo's Data Center Group with Cognitive and Blockchain-powered
field service solutions in over 200 countries worldwide.
The multi-year agreement continues to build on the IBM-Lenovo
relationship that began in 2005.
Today's customer service demands have evolved to a current
standard that is expected to seamlessly integrate various networks
and deliver 24x7 connection with a high level of speed and
accessibility. In fact, according to IBM's research, more than
$1 trillion is spent on 265 billion
customer service calls each year industry-wide, with 50% of those
calls going unresolved. That data, compounded by a recent report,
revealed that poor customer service is costing businesses more than
$75 billion a year –up $13 billion since 2016.
This collaboration can help take customer care to the next level
for Lenovo. When a customer connects with an agent for Lenovo's
server, storage, or networking services, IBM's Virtual Assistant
for Technical Support uses its natural language capabilities and
contextual recognition to personalize the conversation. It is
designed to ask targeted questions about service issues and obtain
solution advice. It will also access key customer information,
aligning to Lenovo's focus on driving a fast, effortless, and
proactive customer support experience.
"The enterprise today is equipped with a host of new technology
solutions built to offer customers unprecedented support and
deliver a world-class customer experience," said Laura Laltrello, Vice President and General
Manager, Lenovo Data Center Group. "We are looking forward to
working with IBM to take the next step with our customers to
deliver a personalized and seamless experience that ensures we
continue to deliver industry leading customer satisfaction in data
center support."
These IBM services are designed to improve the customer
experience for Lenovo's end users by integrating the global
coverage and capacity of IBM's Customer Engagement Centers'(CEC)
field service solutions, and parts and logistics services around
the world, with the help of:
- Blockchain to help create a more secure and
transparent environment to process and monitor the purchase and
distribution of critical hardware and software equipment for
Lenovo's data centers.
- Virtual Assistant for Technical Support to use
customer history and preferences, product manuals, technical
documentation, and any other available information including FAQs,
all within fingertip reach for call center agents.
- Client Insight Portal to provide data analytics and
trend analysis with enhanced personalization, on screen alerting to
identify troubled areas, and automated root cause logic.
- Augmented Reality to enable more than 19,000 field
agents to help deliver a consistent client experience around the
globe by allowing customers and technicians to share real-time
video of machines requiring repair with fellow IBM professionals to
help diagnose problems and illustrate the best practices to solve
them.
"Data can have an unprecedented impact on the enterprise, and
artificial intelligence can take customer service to a whole new
level of personalization," said IBM General Manager of Technology
Support and Services, Vivek Mahajan.
"This global collaboration with Lenovo further strengthens our
long-standing relationship and will help to empower technicians in
every corner of the globe to help deliver service excellence using
the power of Blockchain and Cognitive Computing."
IBM Technology Support Services receives more than 50 million
service requests per year in over 200 countries worldwide, and
provides proactive, reactive, on-site, and remote support for over
30,000 IBM and non-IBM products.
LENOVO is a trademark of Lenovo
The agreement between IBM and Lenovo was signed in December 2018.
For more information on IBM Services, visit
https://www.ibm.com/services
Follow @IBMServices on Twitter
Media Contacts
Scott
Cook
IBM External Communications
+1.312.669.4743
scotty@us.ibm.com
Ashley Kusowski
Lenovo Data Center Group
+1 919.339.2819
Akusowski@lenovo.com
David Hamilton
+1 864.979.0024
Lenovo Data Center Group
Dhamilton1@lenovo.com
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SOURCE IBM