Infobip launches contact center solution in new normal

Cloud communications company Infobip has launched Conversations, a new contact center solution enabling businesses to integrate the world’s most popular communications channels.

The omnichannel cloud contact center solution is equipped with automation and a chatbot building platform option called Answers.

“Conversations is the scalable digital cloud contact center solution that delivers omnichannel support to customers through a single interface for customer service agents,” Infobip Philippines Country Manager Charist Montenegro said.

As the top users of social media in the world, Filipinos tap multiple online channels such as Facebook Messenger, Viber and WhatsApp to interact with businesses. With messages coming in at different times on different platforms, the opportunity to provide fast and efficient customer service can easily be missed.

Conversations enables agents to access customer data, behavior, and conversation threads from different communication channels to deliver personalized and contextualized support.

It also provides businesses with analytics to track customer activity and monitor agent performance, so they can identify any challenges and make the necessary adjustments to optimize working practices or workloads for improved overall performance and customer experience.

Contact center managers will be able to monitor all interactions between bots and customers in real-time while ensuring that difficult conversations are immediately routed to human agents.

Infobip’s contact center solution is a general tool for enterprises in the banking, utilities,logistics, e-commerce, retail, and consumer industries to boost competitiveness.

“As the Philippines transitions into a new normal, customers increasingly expect to contact a business at any time, from anywhere, and on the channel of their choice. In today’s business context, Conversations helps brands provide this solution while ensuring they improve the customer experience through contextual conversations,” Infobip Asia Pacific Regional Director Ante Pamukovic said.