Infobip Launched Omni-Channel Contact Centre Solution To Enable Enterprise With Frictionless Customer Support Experience

Date : 06-Jul-2020
Location: Kuala Lumpur


Infobip, a global cloud communications company that enables businesses to build connected customer experiences across all stages of the customer journey at scale.

Key Takeaways:

Infobip launched Conversations, a new contact centre solution enabling businesses to integrate the world’s most popular communication channels.

Frictionless Customer Support Experience
  • Conversations is the scalable digital cloud contact centre solution that enables businesses to deliver omnichannel support for customers through a single interface for agents.
  • 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.
  • It integrates with Facebook Messenger, WhatsApp, Live Chat, SMS and in-house chatbots.
Key features:
  • Empower agents with automation.
  • Give agents the context they need - Agents will be able to access customer data from CRM. systems, web shop, ticketing, and loyalty programs systems.
  • Manage cross-channel conversations.
  • Improving remote agent performance through analytics.

  • CS Gill, Country Manager at Infobip Malaysia,said,the omni-channel offering caters overall customer experience through contextual conversations, and consumers want to be contacted via channel of their choice.
    • Allows enterprises to interact with customers in a personalised way without friction.
CS Gill, Infobip, Malaysia

  • During the global lockdown, employees at contact centres were forced to work from home while maintaining customer expectations. Because of this, many of them has quickly shifted their contact centres to the Cloud and have chosen Conversations as a quick fix.
  • 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.
  • 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.
Editor's Comments:
  • Implementing an omni-channel contact centre solution helps to reduce costs and optimize sales - is a the way forward and is an example of digital transformation solutions for companies with helpdesk team.