New products from Infobip help to build connected customer experiences across all stages of the customer journey at scale.
Infobip, the global cloud communications company, has announced the launch of its new digital cloud contact centre solution, Conversations, which will enable businesses to deliver omnichannel support for customers through a single interface for agents.
Infobip also announced the launch of its chatbot building platform Answers, which can be used in conjunction with Conversations, through the deployment of artificial intelligence and keyword-based chatbots, available across key messaging services such as Facebook Messenger, Viber, Live Chat and SMS.
Founded in 2006, Infobip is a global leader in omnichannel communications, providing a broad range of messaging channels, tools and solutions for advanced customer engagement, experience, authentication, security, support, and retention. Today, the company reaches more than seven billion people and devices through more than 800 carrier connections worldwide, allowing businesses the ability to reach their customers anywhere, anytime, through a variety of channels.
Daw Khin Nyein Thu, country manager for Infobip Myanmar, said: “As the population in Myanmar becomes more tech savvy, an omnichannel approach in communication is inevitable. To stay ahead of the curve, businesses must quickly adapt to satisfy the increasingly sophisticated and dynamic modern-day consumer, who prefer always-on support, and on their channel of choice. Conversations and Answers are the solution for businesses looking to bring all these elements into one accessible platform, for a smooth, cost-effective and scalable transition. At the same time, the ability to knowing your customer’s preference and behaviour will help agents to truly cater a personalised approach, as Myanmar consumers become more drawn to the appeal of targeted marketing.”
With global standards in mind, the Conversations platform has been refined and optimised to ensure maximum efficiency. Accessed through Infobip’s secure online cloud system, Conversations will allow agents to log in and pick up on customer conversation where they left off – with no prior implementation or hardware. It also gives agents the ability to handle more than one query at a time through the introduction of messaging channels and conversation history over a single interface.
Conversations is also equipped with real-time dashboards and reporting, as part of its analytics function that allow business managers to monitor customer and agent related activities. These data can be used to identify any challenges, for businesses to make the necessary adjustments to optimise working practices or workloads for improved overall performance and customer experience (CX).
Consecutively, Answers will offer additional functions to support service excellence, with its chatbot building platform that enables companies to build, test and deploy artificial intelligence and keyword-based chatbots, managed via Conversations. This will leave agents with more time to focus on resolving complex queries, making it a cost-effective solution to support more customers with the same number of agents over chat apps. Added, the 24/7 always-on support through first contact enquiries chatbots, will help to increase overall CX, by instantly replying to standard or “often received” questions to keep customers happy.
“Adopting a digital cloud centre solution and artificial intelligence (AI) like chatbots have proven to be a game changer by keeping customers of businesses well connected during the 2020 lockdown, thanks to its ability to facilitate remote work and customer support at scale through the cloud – which allows for business continuity. A sure way to set your business apart from competitors, with a consistent customer experience across all touchpoints,” added Khin Nyein Thu.
Provisioned through the cloud, Infobip offers a marked differentiator – omnichannel connectivity (CPaaS) with contact centre software stacked on top. Conversations and Answers used in conjunction will allow businesses to overcome the challenges associated with CX, satisfaction, and retention in the long run.