Ignite 2016: IBM showcases how it is working with Microsoft

Steven Jacobowitz, Associate Partner for Microsoft Dynamics CRM Global, outlines IBM’s focus at Ignite

By Guest on 29 September 2016
Ignite 2016: IBM showcases how it is working with Microsoft

I’m excited about the great capabilities we’ll be presenting at our booth at Ignite 2016, such as The IBM Banking Solution. The IBM Banking Solution for Microsoft Dynamics CRM is my primary focus.  It seems like an eternity since we made our first major release of the solution November 2015 at Convergence in Barcelona.  We have been adding to the capabilities of offering and relaunched at Envision 2016 in the US. 

I’m convinced the combination of the IBM sector leadership for direction of the solution, and the IBM Solution’s lab know-how, will transform the customer experiences of our current and future clients, through the value we are adding to The IBM Banking Solution.  The solution enables Microsoft CRM to be retail and commercial banking centric.

I’m so proud of what we’ve created that I’m presenting a series of three sessions to demonstrate the unique functionalities of the solution, and how this solution can benefit the banking industry. 

Session 1 focuses on customer self-service experience and the unification of the customer care agent.  View a future bank’s portal using ADX Studio – we even have a client login page with some ideas for you. Get details here.  

A common theme among banking institutions is first call resolution and decreasing agent time spent providing support. 

We’ll share an intriguing demo on how we’re deploying machine learning (cognitive computing), to handle first-level interactions without involving a live agent.  Come see how we’ve integrated IBM’s cognitive capabilities into Skype for Business and Microsoft Dynamics CRM – all on ADX Studio. We’ll also discuss Unified Service Desktop for customer driven live interactions.   

Session 2 focuses on the sales process and creating a 360-degree view of the customer. We plan to demonstrate a few new features we have been working on which address the consolidation of household information on one screen.  We will finish the demo with an omnichannel business sales process.  Get details here.

Session 3 focuses on the importance of customer behavioural profiling. We’ll demonstrate our vision of how to consolidate disparate information from various sources — such as social, core banking and CRM on a common platform – Azure – and deploy our cognitive analytics engine, on this data store to profile client behaviour. This data is subsequently integrated back to Microsoft Dynamics CRM on the corresponding contact record. Get details here.

Our aim is to provide this information to bank’s sales and service departments, so employees have a clear understanding of how client behaviors could influence their interactions. This platform is the foundation for our Predictive Analytics Engine, using IBM’s SPSS. We’ll demonstrate how this information is used to analyse trends and translate the results into next best actions and next best product suggestions in Microsoft Dynamics CRM. 

Come to the IBM Booth #511 at Microsoft Ignite, and let us show you the great ideas we’ve been working on. Though this solution is focused on financial services, a lot of capabilities could be translated to other industries. 

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