IBM Software Launches Customer Service Tool

Global IT major IBM has unveiled a software, ProAct, which will be helpful to service sectors including call centres and hospitality in order to improve insight of their processes.

Mukesh K Mohania, IBM India Research Laboratory Senior Manager (Information and User Technologies) said that the new business intelligence technology developed by IBM's India Research Laboratory would assist organizations to gain new business insights, which can be useful in improving customer satisfaction.

Mr. Mohania stated that the software would offer business intelligence to segments that includes call centres that are based on the information collected by companies on customer service calls or during other interactions.

The new service can also be passed on to other service industries such as hotel and hospitality, he added.

Furthermore, the new software ‘ProAct’ can effectively lessen the customer-agent interaction data analysis time to only 30 seconds, from 10 minutes per enquiry, for the complete data record, he said.

The software has already been installed in a few call centres.

For the majority of companies, important data, which can be helpful in bettering their business actions is often buried inside the e-mail, text messages and transcribed call logs that used to document interactions among clients and service agents, he said installing ProAct automates previously manual analysis of customer service calls and offers up timely insight to help companies rapidly assess and improve their performance.

ProAct also can help automatize a call centre’s jobs, improve their agent presentation and classify new or extended sales chances.

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