This archive report was first published on 19 June 2020.
On June 19, 2020, Infobip, a cloud communications company, unveiled Conversations, a cutting-edge contact centre solution that empowers businesses to build connected customer experiences across all stages of the customer journey.
Conversations is a scalable digital cloud contact centre solution that allows businesses to deliver omnichannel support for customers through a single interface for agents.
The platform seamlessly integrates messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS, and other in-house chatbots, providing a unified experience for customers.
According to Marko Reis, Regional Manager – East Africa at Infobip, "The contact centre sector is mature and complex, increasingly shifting away from an outsourcing to a Customer Experience (CX) focus."
Conversations enables customers to engage with businesses on multiple channels, while agents can manage interactions contextually from one dashboard, decreasing contact centre call volumes and improving the customer's experience.
Infobip's Conversations can also be used in conjunction with Answers, the company's chatbot building platform, to automate routine queries and free up agents to focus on complex issues.
Adrian Benic, VP Product at Infobip, emphasized the importance of providing a seamless customer experience, saying, "Today's customers expect to be able to contact a business at any time, from anywhere, and on the channel of their choice."
