Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Bill Quiseng
Chief Experience officer
93
EXECUTIVE MEMBER
Alex Hamberger
Director Of Strategic Accounts
196
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
35
MEMBER
Usaia Tukana
Frontline Trainer
10
EXECUTIVE MEMBER
Cansu Kizir
Product Owner - TOBi Chatbot
90

News : Leroy Merlin Integrates WhatsApp Contact Centres

#contactcenterworld, @infobip, @IllationZA

Johannesburg, South Africa, July 21, 2021 -- Global communications company Infobip, together with illation, has been selected to provide a WhatsApp for Business Application Programme Interface (API) and chatbot solution for Leroy Merlin’s contact centre.

The collaboration and joint implementation allow Leroy Merlin, a do-it-yourself (DIY) hypermarket franchise, to offer 24/7/365 self-service capabilities to its customers.

Leroy Merlin CIO Dmitriy Anderson explains that the project was mainly motivated by the fact that the solution offered was strongly focused on customer satisfaction. The realisation that Leroy Merlin needed to allow customers to engage with their brand over preferred channels was front-and-centre.

"We realised that one of our customers’ favourite communication channels is WhatsApp. As it is widely used, we knew we needed to integrate it into our contact centre solution to allow customers to get in touch with us through their favourite chat app. It was a tactical approach to customer satisfaction, providing them with more choice," says Anderson.

Joshias du Plooy, head of product and business enablement services at illation, says that the flexibility that Infobip offered as part of its WhatsApp and digital channel offerings, as well as the solution’s ability to integrate into Leroy Merlin’s backend systems, made the company stand out from the competition.

"Infobip’s flexibility wasn’t the only factor in the success of this deployment. Aligning the chatbot to the internal business processes of Leroy Merlin allowed for enhanced analytical insight. By understanding customer needs and preferences, Leroy Merlin can improve their customer engagement on an ongoing basis," says du Plooy.

The first phase of the project saw the integration of WhatsApp for Business API, along with Telegram and Facebook messenger, into Leroy Merlin’s existing communications platform. This was followed by the deployment of a chatbot that enabled automation on the WhatsApp channel and which was also integrated into Leroy Merlin’s existing contact centre application.

Throughout the implementation, illation was key in ensuring that the technology provided spoke to Leroy Merlin’s business requirements.

Shaun van Rooyen, regional strategic partnerships manager at Infobip, says the implementation was one of the first major projects that Infobip undertook with illation since the company became an Infobip partner in June last year.

"The project was implemented over a very tight timeline – six weeks in total – but everything went smoothly and the chatbot is working extremely well. I think that overall, Leroy Merlin has seen some good results already following the completion of the project," he says.

"This solution allows us to better serve our customers, as we can service them faster. At the same time, we can also analyse complaints and get a better insight into any customer issues. None of our competitors in the retail and ecommerce sector as a whole are doing anything similar. This has definitely been a differentiating factor for us," Anderson says.

#contactcenterworld, @infobip, @IllationZA

Posted by Veronica Silva Cusi, news correspondent
Source: https://it-online.co.za


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.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Monitor All Channels

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

Published: Friday, July 23, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

2.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 34064 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =