SecureCo says the partnership aims to address the growing number of businesses seeking to digitally transform, by enabling both operational optimisation and adaptive customer experience (CX).
According to SecureCo, as more enterprises embark on digital transformation (DX) journeys, many are challenged with connecting current and future CX technology, including contact centre, unified communications, speech analytics, automation, and artificial intelligence (AI) technology solutions - and its platform enables businesses to efficiently orchestrate and connect their voice technology ecosystem to ensure a frictionless customer experience.
SecureCo says its technology facilitates the migration of organisations’ calling technology to the cloud and augments the capabilities of existing assets to maximise return on investment - and particularly specialises in enabling access to voice conversational data, allowing organisations to progress their automation and AI agendas.
Every month, SecureCo says it handles more than 85 million minutes of voice-based customer conversations for global banks, retailers, insurers, carriers, airlines, systems integrators, and CX technology providers - and the partnership with IBM enables SecureCo to provide DX and CX transformation to customers and partners, using IBM’s secure and open cloud technology.
Part of the IBM ecosystem, SecureCo says the collaboration with IBM combines the companies’ strengths to help solve the most complex challenges in business and society for clients with hybrid cloud.
Built on IBM Cloud, SecureCo says the platform will help its clients manage their data in a hybrid cloud environment and enable them to predict, automate, secure, and modernise their customer experience.
“Hybrid cloud is a dominant force driving change for businesses. As companies increasingly seek to modernise their business without compromising on security and control, they are turning to IBM Cloud,” said IBM Australia, New Zealand, ASEAN and Korea regional cloud leader Jack Keddie.
“IBM is pleased to be collaborating with SecureCo to deliver a secure, scalable voice platform that helps clients progress their digital transformation journey more effectively.”
SecureCo CEO Paul Bird said, “Modern organisations are agile by design. Our workforce is becoming more distributed, and consumers are interacting with organisations in more diverse ways. Consequently, customer experience has quickly become a core pillar in business strategies.
“Yet, many organisations are struggling with connecting the dots between their various systems and delivering a genuinely smooth customer experience. We are excited to be partnering with IBM to scale our global, next-generation solution to address the digital transformation demands of businesses in Australia and around the world.”