Conversations, a new contact centre solution enabling businesses to integrate the world’s most popular communication channels, has been launched by Infobip, a global cloud communications company that enables businesses to build connected customer experiences across all stages of the customer journey at scale.
Conversations is the scalable digital cloud contact centre solution that enables businesses to deliver omnichannel support for customers through a single interface for agents. Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house chatbots can all be managed through Conversations.
During the global lockdown, employees at contact centres were forced to work from home while maintaining customer expectations. Because of this, many of them have quickly shifted their contact centres to the Cloud and have chosen Conversations as a quick fix.
Provisioned through the cloud, Infobip offers a marked differentiator – omnichannel connectivity (CPaaS) with contact centre software stacked on top.
Conversations is designed to enable companies to easily:
- Empower agents with automation: Slow response rates or having to repeat yourself as you’re passed from agent to agent leads to frustrated customers, low levels of loyalty and high drop off rates. By being able to set up rules and automate workflows, customers are routed to the right or same agent if it is a return visit, faster – leading to more productive agents and happier customers.
- Give agents the context they need: Agents will be able to access customer data from CRM systems, web shop, ticketing, and loyalty programmes systems – with the added context of customer sentiment – all in one place. This enables them to deliver personalised and contextualised support.
- Manage cross-channel conversations: Seamlessly transition customer conversations between channels, whilst retaining a full conversation history, so agents can respond to questions with ease – whether it’s a text or a WhatsApp message – straight from a single workspace.
- Improving remote agent performance through analytics: Analytics enables managers to track customer activity, monitor agent performance with real-time dashboards and reporting to identify obstacles impacting agent productivity. Using this data, managers can identify any challenges and make the necessary adjustments to optimise working practices or workloads for improved overall performance and CX.
CS Gill, Country Manager at Infobip Malaysia said: “Customers today want to be connected to a business at any time, from anywhere, and on the channel of their choice. The Conversations platform has been refined and optimised during an early access period to help businesses to achieve this while improving the overall customer experience through contextual conversations.”
Prior to this, Infobip has worked with companies to improve their contact centre by leveraging on contextual chat rather than calls for everyday operations, handling general queries, sales leads, and complaints, etc . This results in lower costs due to lesser calls needed, at the same time, increase in overall efficiency and customer experience.
Conversations can also be used in conjunction with Answers, Infobip’s chatbot building platform that enables companies to build, test, and deploy artificial intelligence and keyword-based chatbots. These chatbots can then be managed via Conversations, leaving agents with more time to focus on resolving complex queries. Contact centre managers will be able to monitor all interactions exchanged between bots and customers in real-time, ensuring that any difficult conversations are transferred to human agents.
“Many businesses are striving to deliver an unmatched customer experience but struggle to transition between the variety of channels and technologies on the market. We bring these elements into one accessible platform allowing companies to deliver the very best customer experience while reducing costly inefficiencies. The launch of Conversations forms part of our goal at Infobip – to help businesses simplify the complexity of global messaging and enable them to interact with customers in a personalised way without friction,” explained Gill.
Last November, Infobip had showcased the Conversations solution during the 6th Customer Experience (CX) Summit. Over 500 enterprises who tried out the solutions showed positive feedback on the technology.