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In today’s digital world, online businesses need to do more to delight and entice their customers, which includes providing better support services. Online shopping continues to grow at a double-digits pace. However, consumers’ online attention span – reflected by average time on a website, page views and overall conversation rate – sank to a new low over the past 12 months, regardless of device. Vivocha helps businesses engage with consumers in a new way by meeting their customers’ expectations for support through real-time, cloud-based communication online or via their mobile app, using a combination of VoIP video, chat, callbacks and collaborative tools such as assisted browsing and document sharing.
Vivocha recently migrated most of its core reporting functionalities from Amazon Web Services to IBM Bluemix and is now developing new customer service apps using Bluemix’s deep portfolio of Big Data and analytics, security and hybrid cloud environment tools. By doing so, Vivocha can get new mobile and social channels of customer communication, or “systems of engagement,” up and running in less than five minutes, all of which can be quickly and safely connected to a client’s “systems of record” – or backend infrastructure data with critical security needs such as customer records and financial data.
“We turned to IBM Bluemix to tap into a broad roster of open tools and services – from both IBM and other third parties – which would allow us to bring our clients the features they want while still maintaining a high degree of security, availability and scalability,” said Federico Pinna, CTO & Co-Founder of Vivocha. “Through Bluemix, we can bring our clients stronger, analytical customer engagement models and help drastically improve the percentage of site visitors who turn into customers.”
Built on Cloud Foundry and IBM’s cloud infrastructure from SoftLayer, Bluemix combines IBM’s vast middleware portfolio and third-party services to bring users an open app development experience in the cloud. Bluemix helps both born-on-the-web and developers working in a legacy, on-premise infrastructure to build new, cloud-based mobile and web apps with tools specific to individual integration and capability needs. The Platform-as-a-Service (PaaS) also features a “DevOps in the cloud” model, which enables developers to rapidly develop, deliver and improve their apps based on continuous testing and user feedback.
“Vivocha joins the growing community of companies and developers who are migrating to and adopting the Bluemix platform at a rapid rate,” said Sandy Carter, General Manager, Ecosystem Development, IBM. “Bluemix’s unique ability to provide an open, rapid app development experience – combined with IBM’s breadth of software services now available on the platform – will help Vivocha to quickly introduce new products to help brands better engage with their customers.”
Since its launch in February, IBM has seen rapid adoption of Bluemix with key clients and partners such as Bay Area Rapid Transit (BART), GE Capital, Financial Insurance Management Corp (FIMC), GameStop, Pitney Bowes, Continental Automotive and start-ups including EyeQ, aPersona and Byte, among many others.
