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News : Infobip Data Finds COVID-19 Accelerating Adoption of Omnichannel Marketing

#contactcenterworld, @infobip

Jersey City, NJ, USA, July 27, 2020 -- Infobip, a global cloud communications company that provides messaging solutions for advanced customer engagement, identity authentication and security, released data showing that COVID-19 is driving businesses to invest in long-term digital solutions with a focus on SMS messaging and omnichannel communication solutions.

Infobip has been tracking how its clients are engaging in new ways with customers since the beginning of global lockdowns in March. Activity across Its communications platform underscores a rapid acceleration of customer-centric digital transformation plans within organizations.

"Now more than ever before, companies are looking for ways to create seamless experiences and maintain relationships with their existing customers through digital channels," said Craig Charles Webster, Head of Marketing Americas for Infobip. "Before the pandemic, many of our customers had plans to roll out their digital transformations over the next few years -- that quickly changed. And, as a result we were able to closely monitor their strategic choices in finding news ways to engage with their customers."

Specific takeaways include:

-SMS messaging has soared, as marketers look for timelier communication methods beyond email to confirm pick-ups, share updated hours of operation, and more with their customers. Infobip saw a clear spike in SMS volumes in March and April, with 8.5% and 20% growth compared to February, respectively.

-Customer communications are increasingly focused on building consumer confidence and trust, rather than simply driving revenue.

-Personalization is a growing priority in a company’s outreach, far exceeding the {FIRST NAME} tags in an email. Customers expect the right message to be delivered, in the right place, at the right time.

-Companies are rapidly turning to cloud-based CcaaS (Contact Center as a Service) solutions, such as Infobip’s Conversations platform, to seamlessly integrate their communications across multiple channels, including SMS, WhatsApp, Facebook Messenger, RCS and voice.

-AI-powered customer care solutions are becoming essential, as spikes in support tickets overwhelm contact centers. Chatbot integration is also rising, to manage basic customer inquiries while leaving more complex issues to support agents.

-Communication volumes have correlated with industry performance since COVID-19 lockdowns. Healthcare grew 39% in March, and an additional 29% in April, while communication in the transportation, hospitality, and travel sectors dropped by 50% in April and just began recovering in June.

Craig Charles Webster is available for interviews to discuss these findings. Press are approved to use the above quote in their coverage, attributed to Craig Charles Webster, Head of Marketing Americas for Infobip.

#contactcenterworld, @infobip

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About Infobip:
Company LogoInfobip powers enterprises to deliver messages across any channel, any device, at anytime and anywhere worldwide. Infobip's technology creates seamless mobile interactions between businesses and people as well as simplifying the integration of almost all communication capabilities. With over a decade of industry experience, Infobip has expanded to include 61 offices on six continents offering in-house developed messaging platform with the capacity to reach mobile devices in 190+ countries connected to over 800 telecom networks.
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Today's Tip of the Day - Training Certificates

Read today's tip or listen to it on podcast.

Published: Tuesday, July 28, 2020

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2020 Buyers Guide Workforce Management

 
1.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

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MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

3.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

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Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

5.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 
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