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Status Not under consideration
Workspace Store Engagement
Categories Performance
Created by Guest
Created on Oct 31, 2018

Consolidate Call Center and Store Engagement into a single Customer Engagement Solution

The idea there are separate solutions needed for customer engagement is antiquated and driven more by either poor organizational structures and silos, and/or the current market environment of solutions. IBM has the ability to take the lead in this area, leveraging the existing work done in Store Engagement, and combining this with Call Center to create a single Customer Engagement Solution. The information needed to manage the customer experience, whether it is online, offline, in a store, in the field, etc.; is the same. Consequently, we have the opportunity to create a single customer engagement solution gateway, potentially resolving challenges currently in the market in blending different payment gateways (i.e. POS, e-commerce, etc.). Building Store Engagement so it pulls data across sources (inventory, marketing, promotions, CRM, etc.) creates an adaptable solution for multiple industries, and empowers companies to adjust the use based on their size and needs. This also allows IBM to avoid direct competition with established silo'd solutions, such as POS, Shopping Carts, etc. and act as a collaborative source for driving efficiencies in operations, reducing costs, increasing profitability, and improving the customer experience.

What is your industry? Retail
How will this idea be used?

This approach will provide a solution which acts a gateway for companies across tiers to engage with IBM resolving a current market need. It also sets an example of how IBM is adaptable and innovative, working with third party vendors much in the same way lower tier players are building their business more effectively from the ground up. 

  • Guest
    Dec 18, 2020

    Hi, thank you for your idea. While this is a strong case for consolidation, we have decided to decline this idea, as it does not align with IBM's near term strategy for Store Engagement and Call Center. We recognizes there are different use cases and contexts for associates and managers in a store setting and a customer support representative in a call center. Differences in UI/UX, out-of-the-box capabilities, and product licensing are all built around these different use cases for Store and Call Center today. In the next 12-18 months, however, we do have plans to leverage the modern UI built for Store to deploy similar screens for order tracking and payments breakdown in the existing Call Center DOJO framework.