Johannesburg, South Africa, June 17, 2020 -- Communication services provider Infobip held a roundtable last week to launch its omnichannel cloud contact centre solution, Conversations.
Conversations is a communications platform-as-a-service (CPaaS) solution, the company said, and it enables businesses to deliver omnichannel customer support through a single interface. It can manage in-house chatbots and messaging services such as SMS, WhatsApp and Facebook Messenger.
According to Infobip’s sales team lead Dharshan Naidoo, customer-centred tech and customer experience (CX) should be at the heart of digital transformation.
Naidoo cited a 2019 Gartner report that says by 2025 AI-embedded customer services will improve operational efficiencies by 25%, with chatbots handling basic queries and passing complicated matters onto human agents.
As remote working becomes the new normal, Naidoo said a cloud contact centre is the only way to maintain business continuity because it allows the transfer of consumer information through all channels, never losing the history.
Infobip's regional manager Douglas van Wyk said automation is a key part of digital transformation because by using solutions like Conversations organisations can support more customers with the same number of agents.
"There’s inertia in the market when it comes to chatbots because they’re a new technology, but this company wanted a 24-hour digital presence," said van Wyk.
Posted by Veronica Silva Cusi, news correspondent
Infobip 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.
Published: Thursday, June 18, 2020
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