IBM Unveils Software to Help Clients Gain Insight, Take Action on Information19 February 2006
IBM WebSphere Content Discovery for Case Resolution intercepts online service requests and immediately responds to the requestor with accurate answers. It incorporates highly accurate email comprehension capabilities while providing support managers with informative reports and intuitive tools to augment support content. "As Cerner's client base continues to grow, it is critical we evaluatetechnologies that allow our organization to be efficient and streamlined,"said Mike Pomerance, operations executive, Client Care Center, CernerCorporation. "IBM WebSphere Content Discovery for Contact Centers hasallowed the company to refocus on creating solutions our associates andclients can find continuously. This permits greater resources for resolvingour clients' issues faster, while maintaining current associate count.Today, the engine is used more than 2,000 times each day by our serviceassociates, finding information in a fraction of the time. Cerner decidedto use the technology across the entire enterprise and to extend it to ourclients as part of our eService portal strategy."
The new software also helps organizations extend their existing informationinvestments by leveraging IBM middleware to gain native access to dozens ofcontent repositories and using the open source Unstructured InformationManagement Architecture (UIMA) to further enhance the search experience byuncovering the inherent meaning of unstructured content.
IBM WebSphere Content Discovery Server and WebSphere Content Discovery forCommerce, WebSphere Content Discovery for Self Service, WebSphere ContentDiscovery for Contact Center and WebSphere Content Discovery Server forCase Resolution are currently available from IBM and IBM Business Partnersvia Passport Advantage.
About IBM
The desire by businesses to access, manage and deliver information moreefficiently is driving rapid change in the IT marketplace. Companies thatare grappling with new government mandates and business demands arestriving to capture and integrate information in a more seamless, real-timefashion across the enterprise. IBM's information on demand approachcombines deep business insight with open standards, advanced storagesystems, and sophisticated software to manage and secure information as aservice to create efficient, cost effective and flexible informationinfrastructures. Regardless of industry, IBM helps companies transformdata into insight to enable information on demand. Please visithttp://www.ibm.com for more information.
IBM, IBM WebSphere and the IBM e-business logo are trademarks or registeredtrademarks of International Business Machines Corporation. For a list ofadditional IBM trademarks, please see www.ibm.com/legal/copytrade.shtml
Holly HaswellIBM512-680-0593
SOURCE: IBM
Source: marketwire
All trademarks and copyrighted information contained herein are the property of their respective owners.
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