San Antonio, TX, USA, Feb 26, 2019 -- HelpSocial, a platform for integrating and automating digital in the contact center, has been chosen by Virgin Mobile México to provide a combined digital customer engagement solution that brings social media and messaging conversations into Virgin Mobile México’s contact center platform, and leverages artificial intelligence to give Virgin Mobile México customers an ability to receive fast help from bots and human service agents.
Virgin Mobile México’s project had unique requirements in that their bots needed to communicate through a robust Application Programming Interface (API), and integrate with their Genesys PureCloud platform. In addition, it was important that the bots could work together with human agents to help customers.
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HelpSocial was a great fit for their needs. HelpSocial aggregates customer comments together from various social networks and messaging apps into a cloud-based, customer engagement platform.
"We are committed to providing amazing customer experiences across every touchpoint with our customers. We had complex requirements and HelpSocial delivered. Their platform will help us exceed customer expectations and innovate into the future," said Héctor Chávez, Technical Director at Virgin Mobile México.
"We are thrilled to be working with Virgin Mobile México. They are a very innovative company, well known for their commitment to providing a world class customer experience," said Matt Wilbanks, CEO at HelpSocial. "Digital is growing quickly in the contact center space and we expect that trend to accelerate dramatically. We're launching new partnerships to bring more digital channels in faster, and investing heavily into AI to help our customers scale service efficiently. Virgin Mobile Mexico's use case shows the type of capabilities contact centers want in their digital transformation. We are committed to providing those needs so bots and agents can be helpful for more customers."
Posted by Veronica Silva Cusi, news correspondent
About Virgin Mobile México:
Virgin Mobile México is leading digital development in this category in the Mexican market, offering disruptive services and products as well as a fanatical customer care to its customers.
HelpSocial is a social response platform with an open API and helps businesses monitor social networks and connect teams and apps across their organizations.
Published: Wednesday, February 27, 2019
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