IBM launches Vibes, Async, C3 and WEA for telcos

IBM Research Lab today launched a slew of innovations like Vibes, Async, C3 and WEA aimed at helping telcos derive more value from enhanced customer engagement.

The new innovations will enable telcos to make technological, operational and business model transformation so as to effectively transition from being network connectivity providers to enabling a rich digital experience for consumers, laying the foundations of an everyone-to-everyone’ (E2E) economy characterized by new business ecosystems.

IBM Research introduced Vibes, an enterprise social software solution – enabling telcos to narrow down target audiences from communities to individuals. The software does this by analyzing audience interaction on social networks, as well as by cross-referencing their available purchase history, or information about their interests based on other social networking activity.

Async, a solution showcased today can help telcos gain operational excellence with an alternate content delivery paradigm for heavy content such as videos. This will facilitate a service provider to control when, and at what price the content is delivered to the users. Async can empower users to select from a multitude of price and expected delivery time (or EDT) choices.

‘C3’ ensuring experience is calibrated and relevant to actions and needs – a micro-cloud based solution – Contextual Content Communication – will help telcos enable contextual communication of content in diverse business scenarios for an enhanced and better targeted user experience. For example, a consumer walking into a stadium to watch a cricket match could be specifically targeted with appropriate content related to the match or players.

For example, the C3 solution can analyze call records and provide a wealth of information about where, when and how a city moves. IBM’s solution, an end-to-end system with a library of spatio-temporal algorithms, operates on call record data and enables business users to compute, compare and contrast the importance of spatial regions at different times for different categories of users.

‘Watson Engagement Advisor’, ensuring intelligence becomes Cognitive – IBM also showcased Watson Engagement Advisor (WEA), announced globally last year, that can transform the way companies engage and serve customers. WEA can assist a telco’s customer service agents or sit directly in the hands of consumers through mobile devices, cloud-delivered services and online chat sessions.

In one simple click, the solution’s “Ask Watson” feature will quickly address customers’ questions, offer references to guide their purchase decisions, and troubleshoot their problems. The solution demonstrates an uncanny understanding of consumer needs in context; continuously listens to and learns from the consumer and delivers personalized interactions regardless of the channel.

WEA is also persistent and understands how consumer/company have already interacted previously empowering consumers to take action in an intuitive, fast, more accurate, and consistent fashion at the point of action.

“With today’s uber-connected, empowered individuals demanding a 24/7 consumer experience and exerting greater influence by participating in more digital activities as they conduct their daily lives, Telecom operators should turn to the latest technologies and draw on their unique capabilities to capitalize on the emergence of the everyone-to-everyone economy,” said Vikas Sehgal, director, Telecom Industry, IBM ISA.

“Most organizations have not fathomed the full implications of a radically different, digitally-charged future. Digital technologies will ultimately drive drastic changes in the economy: value chains will fragment, industries will converge and new ecosystems will emerge. We feel strongly that telcos will be pivotal in this new economy,” added Sehgal.

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