Global cloud communications company Infobip is now making its contact center solution called Conversations available so businesses can integrate communications channels for better customer experiences.

Conversations is the scalable digital cloud contact center solution that delivers omnichannel support to customers through a single interface for customer service agents that utilizes automation and offers a chatbot building platform option.

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.

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“In the new normal in the Philippines, speed in communications is of the essence while achieving a higher rate of customer satisfaction,” said Charist Montenegro, country manager, Infobip Philippines.

Features

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.

Conversations can be used with Answers, Infobip’s chatbot building platform that builds, tests, and deploys artificial intelligence and keyword-based bots. These chatbots can then be managed by Conversations, giving agents more time to focus on resolving complex queries. 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.