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IBM Contact Center Optimizer for telecommunications
Executive summary Business view Technical details
The goal
Understand and deliver to your customer
In a market overwhelmed by competition and churn, you need a tool to help increase customer satisfaction by leveraging existing assets and information. The Contact Center Optimizer from IBM can help you understand your customer better by making sense of disparate information and delivering enhanced service and promotions across contact channels.

The advantage
Trust a multichannel technology leader
Why choose the Contact Center Optimizer solution from IBM? This solution can:
  • Offer one source for an end-to-end solution, including IBM and non-IBM tools and applications, to customize our standard solution to support your business objectives.
  • Leverage the content and structure of IBM data warehousing technology, in use by 80% of the Fortune 500 companies.
  • Provide a broad-based solution designed to grow and adapt with industry changes—multichannel self service and customer analytics.
  • Support self service through a single platform delivering integrated voice response, voice-enabled portal, online collaboration and optimized presentation to over 700 wireless devices, based on each device’s capabilities and limitations.

The benefits
Improve customer service
IBM Contact Center Optimizer for telecommunications uses advanced technology and processes to effectively analyze data and support your customer.
  • Tailor offers—for DSL, wireless, long distance—to address customer needs and optimize marketing investments.
  • Track responses and analyze results to improve effectiveness of future marketing campaigns.
  • Build a customer profile updated in virtual real time, enabling you to react to new customer insights more quickly.
  • Optimize your sales and service channels, based on effectiveness and cost.
  • Improve the overall quality of your services, by delivering immediate response to your customers’ issues: when they want, where they want and how they want it.
  • Align your CRM strategy with your customers’ objectives.
  • Streamline the sales process through increased usage of Web, self-service options and interactive voice recognition.
  • Virtually integrate multiple call centers and data centers.
  • Lower your cost per call and reduce call volumes to your contact center.
  • Combine online and offline transaction data with campaign content data to build optimal contact strategies for each customer across virtually all marketing channels.

The approach
Our solution at work for you
IBM has worked with many telecommunications companies to implement the Contact Center Optimizer solution. In one case, a national telecommunications service provider was struggling to improve customer satisfaction amid competitive pressures to provide the latest and greatest product offerings. They turned to IBM for help.

After a careful assessment of the situation, the IBM team began a step-by-step approach toward implementing phased components of the Contact Center Optimizer. Results from the implementation include a 30% reduction in calls handled by the call center while at the same time the company experienced a 20% increase in sales conversion rates. A year later, the firm drastically improved upon its industry worst J.D. Power customer satisfaction rating.

The financial advantage
Enhance ROI
IBM Contact Center Optimizer for telecommunications can help:
  • Improve productivity and revenue generation of your workforce by increasing the availability and meaningfulness of consistent, real-time data.
  • Concentrate sales efforts on making profitable customers by leveraging accurate customer information and aligning customer profitability with the appropriate service channel.
  • Divert costly calls to customer service representatives, while increasing customer response time as well as up- and cross-sells, resulting in reduced operating costs and increased revenue.