A new contact centre solution enabling businesses to integrate communication channels, has been launched.  

The scalable digital cloud contact centre solution aims to allow businesses to deliver omnichannel support for customers, through a single interface for agents.

The Conversations platform has been developed by Infobip, a global cloud communications company that facilitates connected customer experiences at scale.

Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house chatbots can all be managed through Conversations. The omnichannel cloud contact centre solution encompasses automation and a chatbot building platform option called ‘Answers’.

Provisioned through the cloud, Infobip is said to offer a marked differentiator, namely omnichannel connectivity (CPaaS) with contact centre software stacked on top.

The contact centre solution is designed to enable companies to achieve a number of objectives, including: 

• Empower agents with automation: Facilitating the set-up of rules and automating workflows so that customers are quickly and seamlessly routed to the right or same agent, if it is a return visit, with the aim of delivering more productive agents and happier customers.
• Give agents the context needed: Agents will be able to access customer data from customer relationship management (CRM) systems, web shop, ticketing and loyalty programs systems, with the added context of customer sentiment, all in one place. This aims to allow agents to deliver personalised and contextualised support.
• Manage cross-channel conversations: Seamlessly transition customer conversations between channels, while retaining a full conversation history to allow agents to easily respond to, by means of SMS or WhatsApp message, from a single workspace.
• Improve 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 work practices or workloads, for improved overall performance and customer experience.

“As customers in South Africa look to engage with businesses on multiple channels, Conversations enables the customer to speak to an agent on various channels and the agent to manage interactions contextually from one dashboard thereby decreasing contact centre call volumes, increasing agent efficiency and improving the customer’s experience”, explains Infobip.