An omnichannel cloud contact centre solution with automation and a chatbot building platform option - 'Answers'
Infobip, the global cloud communications company, has launched a new omnichannel cloud contact center solution - 'Conversations,' that will enable businesses to integrate the world's most popular communication channels, accessible via one single agent interface, with automation and a chatbot building platform option - 'Answers.'
Conversations is the scalable digital cloud contact center solution that enables businesses to deliver omnichannel support for customers through a single interface for agents, without the need for implementation or hardware. Messaging services such as Facebook Messenger, LINE, Live Chat, SMS and in-house chatbots can all be managed online through Conversations.
Supporn Chaivisuth, Country Manager, Infobip Thailand said: "Today's customers expect to be able to contact a business at any time, from anywhere, and on the channel of their choice. Our trialed, tested and optimized Conversations platform will help to provide a smooth, cost-effective and scalable transition for businesses looking to deliver a seamless customer experience across all channels."
Accessed through the Infobip's secure online cloud system, Conversations will allow agents to log in and pick up on customer conversation where they left off, through one integrated interface - with no prior implementation or hardware.
"The access to crucial information, anywhere, anytime is one of the keys to a business' success. In this age of social distancing measures and protocols, it is imperative for brands to adapt and adopt the agile working way to support business continuity. In other words, making sure that customers can have access to a brand, anywhere, anytime, and on their preferred channel, which will help to improve overall satisfaction and loyalty. The launch of Conversations forms part of our goal at Infobip in Thailand and across the world - to help businesses simplify the complexity of global messaging and enable them to interact with customers in a personalized way without friction," Supporn added.
Provisioned through the cloud, Infobip offers a marked differentiator - omnichannel connectivity (CPaaS) with contact center software stacked on top.
The cloud contact center solution - 'Conversations' is designed to enable companies to easily:
- Empower agents with automation: Agents will be empowered to handle more than one query at a time by the introduction of messaging channels over a single interface. Support can also be automated with the introduction of chatbots over these same channels to optimize agent workloads and reduce costs. Businesses will have the ability to set up rules and automate workflows, so that customers are routed to the right or same agent if it is a return visit - which can significantly improve customer satisfaction in the long run.
- Give agents the context they need: Agents will be able to access customer data from CRM systems, web shop, ticketing, and loyalty programs systems - with the added context of customer sentiment - all in one place. This enables them to deliver personalised and contextualised support with every customer interaction.
- 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 LINE 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.
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 center 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.
For more information about Infobip and Conversations, visit www.infobip.com/products/conversations or Infobip Thailand's LINE Official Account: @infobip_th