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Highbury Solutions showcasing automation solutions at Think 2018, Gauteng


Johannesburg, 18 Jun 2018

Highbury Solutions, an IBM Content Services and Transformation Business Partner, will be showcasing how automation, in its various forms, can bring value to customers.

"Our focus for Think 2018 will be centred around the customer service and call centre environments. When we look at how we typically engage with a brand it is often through one of these channels.

"Whether you apply for vehicle finance, want to take out a new cell phone contract, need to update personal details on a life insurance policy, or open an account with a retailer: all these engagements involve documentation being send to an e-mail address.

"Unstructured content is woven throughout all these activities. Content must be extracted from these documents and turned into actionable data. At Think 2018, Highbury will show customers how to do exactly this," says Annalise Olivier, Head of Sales and Marketing, Highbury Solutions.

The call centre space is a significant, growing opportunity, and a powerful tool to transform the success of a brand in today's digital world where customers expect responses 24x7x365.

The call centre is where a company's customer service technology should come together, creating a well-oiled, data-driven machine that solves customer issues quickly. Agents need customer data at their fingertips when handling a case. This is where the IBM enterprise content services and robotics process automation platforms play a key role.

Over the past three decades, IBM ECM has evolved a maturity model that offers three dimensions of business value.

The first dimension is the transformation of unstructured data: paper, electronic documents, social media. This is the foundation for the digital business. This is the onramp where organisations can enable the capture, storage and governance of business documents and records into systems of record. This is where you begin to take control of content.

Around a decade ago, with the emergence of case management, business process management and social business collaboration, leading companies discovered the business benefits of putting content to work.

Case and business process management enable information workers to aggregate and work with content in a single environment, with workflow, communications and collaboration tools to help people work smarter together around content. These systems of engagement deliver dramatic cost savings and productivity and now you can begin to build new business models that impact customer engagement and grow revenue.

The third dimension is the cognitive business, where advanced analytics and machine learning provide operational excellence, customer insight, predictive and preventive strategies for counter-fraud, and cognitive knowledge management. This is the high ground. This is where you use content for real differentiated value.

No matter where you are on this journey, Highbury can help you move towards greater business value.

IBM Think 2018 takes place on 20 June at the Kyalami Grand Prix Circuit & International Convention Centre.

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Editorial contacts

Annalise Olivier
Highbury Solutions
(+27) 82 775 6538
annaliseo@highbury.co.za