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News : IBM Helps Audi UK Reimagine the Digital Customer Experience

#contactcenterworld, @ibm

Armonk, NY, USA and London, UK, Jan, 2021 -- IBM [NYSE: IBM] and Audi UK, an automotive manufacturer, collaborated to redesign Audi's website to deliver a far more engaging digital customer experience. 

With 90% of its car purchases starting online, Audi UK turned to IBM iX, the business design arm of IBM Global Business Services, to help it reimagine its customers' digital journey from initial inquiry to ownership. COVID-19 has made "contact-less" online experience paramount as car dealerships had to close or limit in-person operations.

Audi UK's digital transformation unified its mobile and desktop shopping experiences, enabled by a cloud platform and supported by the latest marketing insights data from Adobe Analytics and agile software development practices.

Antony Roberts, Head of Digital at Audi UK, says: "In a matter of 12 months, our leads have grown exponentially and our sales conversions have improved. We have gone from being poor in terms of the data analytics to being incredibly rich. Through our collaboration with IBM, Audi UK now has the most effective cloud-based online platform across the entire VW Group, building a smarter experience for customers interacting with our brand."

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Like most organizations, Audi's IT architecture was built over many years and had become challenging to maintain. Applying the user-focused IBM Garage Methodology, the Audi and IBM iX team co-created a strategic roadmap for their digital transformation, resulting in new customer-centric tools designed to enhance the user experience. IBM implemented Adobe Experience Manager along with Adobe Analytics to facilitate faster content-led experiences on their website that helped enable Audi to make business and customer-experience decisions based on data rather than assumptions, with a full view into how consumers interact with the new site.

Debbie Vavangas, IBM Global Garage lead, IBM iX, said: "Audi has prided itself on its commitment to apply smart design across its business. With the COVID-19 pandemic up-ending the way consumers make large purchases, there was a critical need to apply its design principles to its customers' digital experiences. By embracing cloud technologies and data analytics, Audi UK helped accelerate its digital transformation with an online platform that delivers a smarter, more engaging experience that puts customers in the driver's seat."

#contactcenterworld, @ibm

Posted by Veronica Silva Cusi, news correspondent
Source: https://newsroom.ibm.com


About IBM:
Company LogoWith more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wide range of devices from the world’’s most powerful computers to the smallest cell phones.
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Today's Tip of the Day - Printing Telephone & Fax Numbers

Read today's tip or listen to it on podcast.

Published: Monday, January 18, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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