This portal is to open public enhancement requests for IBM Sterling products and services. To view all of your ideas submitted to IBM, create and manage groups of Ideas, or create an idea explicitly set to be either visible by all (public) or visible only to you and IBM (private), use the IBM Unified Ideas Portal (https://ideas.ibm.com).
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We invite you to shape the future of IBM, including product roadmaps, by submitting ideas that matter to you the most. Here's how it works:
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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?
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.
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