Cloud communications firm Infobip has today announced a new contact centre solution that allows a business to integrate the worlds most popular messengers into on interface.

The solution is called Conversations and messengers include Facebook Messenger, WhatsApp, Live Chat, SMS and in-house chatbots can be integrated into the solution.

One of the benefits of this approach says regional manager at Infobip Africa, Douglas van Wyk, is an improved customer experience.

“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,” Van Wyk explains.

Infobip says that Conversations can help give contact centre agents sorely needed context. Using the platform an agent could track a customer’s interactions from one pane of glass.

Other benefits of Conversations include:

  • Improving remote agent performance through analytics
  • Manage cross-channel conversations
  • Empower agents with automation

“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,” adds Van Wyk.

For more information on Conversations from Infobip head to this URL.

[Image – CC 0 Pixabay]