Case Study: a voice and data services provider improves customer satisfaction and cuts call center costs with IBM WebSphere software

Voice and data services provider creates a platform for innovation

A major voice and data services provider sought to improve customer service and internal efficiency while reducing costs. The challenge involved adapting to rapidly changing mobile operating systems and handling a massive, growing volume of daily customer self-service transactions. To meet these needs, the company partnered with vendor IBM to create a new mobile application platform.

By implementing a solution built on IBM WebSphere software, including the WebSphere DataPower Integration Appliance and WebSphere Message Broker, the provider created a common framework for its applications. This allowed them to drastically reduce development time, cutting the time to market for new e-commerce applications to just four weeks. The results were significant: daily transaction processing grew from 20,000 to 4 million, call center costs were reduced through customer self-service, and customer satisfaction improved. IBM's solution also empowered the company's 330,000 employees with mobile applications for their devices.