Vonage and IBM: The Future of Contact Centers and Customer Experience

Paul Turner is VP of Strategic Accounts for Vonage, and he leads enterprise sales for Vonage applications in continental Europe. He chatted with Simon Shaw, Service Transformation Lead (EMEA) for IBM iX, about the future of contact centers and the customer experience. We’re excited to present their chat in this series of videos. Be sure to visit here again—we’ll update the page with new videos and more fascinating insights!

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Change Is Not a Bad Thing

When you think about it, just about every job has a customer service element. Maybe that’s why the old saying, “the customer is always right” rings true. But for customers, it’s not so much about being right—often, simply being heard is what matters. And a kind ear can do wonders to enhance your customer relationships. Vonage and IBM technologies—bots, voice assistants, sentiment analysis, and speech analytics—help define the future of contact centers, reshaping contact center roles and continually evolving the customer experience.

Bot or Not

You call into a contact center and get trapped in an automated loop of frustration. Why? Because there was a rush for contact centers to introduce bots into the service flow. But somewhere, companies forgot the “service” portion of the flow. It’s best to offer a choice of channels for the guided experience, and Vonage and IBM have a responsibility to deliver a solution that presents a more holistic customer experience.


Check out the full video chat: Bot or Not.

 

And stay tuned for more from Vonage and IBM, including bots as a concierge service.

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