COVID-19 has created many operational issues for businesses across the Asia-Pacific (APAC) region. While many B2C businesses across sectors such as retail, tourism, and transportation are struggling to stay afloat, they cannot ignore their customers during the crisis. Against this backdrop, the pandemic has underscored the need for contact centre resiliency to be part of the business continuity planning, says GlobalData.
Legacy contact centres are not designed to cope with COVID-19 scenarios, especially for companies that are facing different degree of anxiety among customers.
Conversations is a digital cloud contact centre solution that enables businesses to deliver omnichannel support for customers through a single interface for agents. Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house chatbots can all be managed through Conversations seamlessly.
Delivered as a cloud-service, Infobip claims it offers a ‘marked’ differentiator – omnichannel connectivity (CPaaS) with contact centre software stacked on top.
Siow Meng Soh, senior technology analyst at GlobalData concluded that “cloud-native solutions come with the obvious benefits such as rapid deployment, consumption-based pricing model (based on usage rather than capacity or number of agents) and the ability to scale to meet unpredictable demand. These are crucial attributes in light of the Covid-19 situation.”
Differentiation
Slow response rates or having to repeat yourself as you’re passed from agent to agent leads to frustrated customers, low levels of loyalty and high drop off rates. By setting up rules and automate workflows, customers are routed to the right or same agent if it is a return visit, faster – leading to more productive agents and happier customers.
Conversation enables personalised delivery and contextual support. Agents will be able to access customer data from CRM systems, web shop, ticketing, and loyalty programs systems – with the added context of customer sentiment – all in one place.
Conversation uses analytics to enable managers to track customer activity, monitor agent performance with real-time dashboards and reporting to identify obstacles impacting agent productivity. Using this data, managers can identify any challenges and make the necessary adjustments to optimise working practices or workloads for improved overall performance and CX.
Integration with Answers chatbot
Conversations can also be used in conjunction with Answers, Infobip’s chatbot building platform that enables companies to build, test, and deploy artificial intelligence and keyword-based chatbots.
These chatbots can then be managed via Conversations, leaving agents with more time to focus on resolving complex queries. Contact centre managers will be able to monitor all interactions exchanged between bots and customers in real-time, ensuring that any difficult conversations are transferred to human agents.
“To stand out and differentiate themselves, many Singaporean businesses are striving to deliver an unmatched customer experience, but struggle to transition between the variety of channels and technologies on the market, said Ante Pamukovic, Regional Director APAC at Infobip. Conversations brings these elements into one accessible platform allowing companies to deliver the very best customer experience while reducing costly inefficiencies.
