Dakar, Senegal, Aug, 2021 -- Global business communications provider Infobip partners with Senegal mobile operator Expresso to provide WhatsApp-based customer communication and contact centre services.
Global provider in business communications services Infobip announced it will provide WhatsApp customer communication services and its Conversations CPaaS-based contact center solution to Senegal mobile operator Expresso.
Mobile operators worldwide are increasingly adopting cloud-based customer communication solutions, in no small part driven by the COVID-19 pandemic which stressed the need to make remote services available to subscribers. WhatsApp is widely used to connect brands and mobile users, and Infobip has been a launch partner of WhatsApp business messaging.
Combining WhatsApp with Infobip’s in-house developed Conversations cloud contact center solution gives Expresso Senegal a tool to manage customer communications and multiple use cases, from technical support to sales and loyalty programs. Using Conversations means less strain on Expresso customer agents and streamlined internal processes for improved communication and ultimately, a better customer experience.
"We’re delighted to partner with Expresso Senegal and provide them with the latest trend in customer communication. This is well beyond just a trend, this is a momentous change in the way businesses engage with their customers, and we are certain Expresso will see an immediate improvement and increased customer satisfaction", says Mirza Bukva, Regional Director of Telecom Partnerships, Infobip Francophone Africa.
"At Expresso Sénégal, Innovation, Creativity, and Digital are embedded in all we do. Our leadership in introducing new and modern trends in technology and digitalization is unquestionable. This momentous change allowed us to have a good control of the management of customer relations on the most used digital channels, especially to optimize the operating costs related to the contact center and improve Customer satisfaction. In all communications and through all touchpoints, we can assure customers of Expresso’s dedication to living up to its expectations of excellence", says Assane Diop, Digital customer experience Manager, Expresso Sénégal.
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: Friday, August 6, 2021
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