News : IBM Services Signs Agreement with Lenovo
Armonk, NY, USA, Oct, 2018 -- IBM (NYSE: IBM) announced that it will supply field services and remote call center solutions to enhance the commercial customer experience for Lenovo in its North America, EMEA, and Latin America markets.
The multi-year agreement continues to build on the success of the IBM-Lenovo relationship that began in 2005.
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This agreement takes customer care to the next level. Now, when a customer connects with an agent for Lenovo Think-branded PCs and monitors, not only does the agent already know who they are talking to and the issue they are calling about, IBM's Virtual Assistant for Technical Support uses its natural language capabilities and contextual recognition, to personalize the conversation by asking the right questions about service issues and obtaining solution advice, while also accessing key customer information.
"Providing customers with leading edge technology solutions and offering great support services go hand-in-hand with the customers' total experience," said Jammi Tu, senior vice president and chief operating officer of Lenovo Intelligent Devices. "Through our work with IBM, we are increasing our service capabilities through IBM's Virtual Assistant for Technical Support, Augmented Reality and weather technology, helping us deliver the fast, personalized and consistent care customers expect from their trusted technology brand."
"Data is having an unprecedented impact on call centers with artificial intelligence taking customer service to a whole new level of personalization," said Martin Jetter, senior vice president of Global Technology Services, IBM. "This global collaboration with Lenovo further strengthens our long-standing relationship, empowering every single call center and field service agent at Lenovo to deliver service excellence using the power of Watson AI."
Posted by Veronica Silva Cusi, news correspondent
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With 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.
Lenovo Group Ltd. is a Chinese multinational computer technology company with headquarters in Beijing, China, and Morrisville, North Carolina, United States.
Published: Monday, October 22, 2018
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