Accelerate customer service & support automation

Unlock the benefits of omnichannel communications for customer service.

Provide quick, convenient support on your customer’s favourite channels

Our Cloud Contact Centre Automation suite allows customers to communicate with businesses as easily as they would their friends and colleagues. Agile two-way channel flexibility removes a digital interaction barrier between your business and customers, along with the ability to enable the right blend of automated and agent-assisted Omnichannel customer services.

Embed omnichannel communication into customer service to seamlessly solve customer queries, pro-actively reach out to them and manage their end-to-end journey. Introduce AI-driven Chatbots, to be an intelligent digital frontline and augment the contact centre, allowing customers to self serve where appropriate and seamlessly handover to an agent with the full context of any prior actions. Create the single omnichannel agent console and intelligently route inbound enquires based on agent skills and priority level to ensure the best possible customer service experience is delivered.

Contact us today to improve the experience and efficiency of your customer service and support operations.

Digitally transform customer service and support

Proactive customer communications

Proactively reach out to customers to deliver a great customer experience through timely and contextual communications. Our rich integration layer triggers these automatically from your systems to give you more control over your inbound requests.

Automated customer self-service

Enable AI-powered customer self-service on multiple digital channels using NLP and rules-based decisioning. Priority queries are identified and seamlessly passed to agents on the same channel.

Omnichannel real-time agent chat

Extend customer service to emerging digital channels, enabling agents to interact and support in real-time using a single omnichannel desktop.

Our customer service and support solutions are designed to:

• Improve CX through flexible channel engagement to reduce customer effort and quickly resolve queries

• Increase fully-automated interactions to improve operational efficiency

• Deflect enquires to less expensive self-serve channels

• Enable the digital agent to improve KPI performance by maximising new channel capabilities

• Use proactive engagement to improve customer experience and have more control over your inbound requests

• Reduce the costs of customer service operations

“IMImobile was a natural fit because of its vast experience and expertise in providing cloud communications software to public sector companies, enabling us to embrace new digital technologies to communicate and engage with our customers across the defence estate.”

Stuart Jones, Customer Services and Communications Director at Amey

Easily extend customer support to emerging digital channels

Provide real-time agent support and automated resolution on your customer’s favourite channels. With two-way capability, engage customers across Apple Business Chat, SMS, email, web, Facebook Messenger, Twitter DM and more.

Consolidate channels for your agents on a single omnichannel agent console to support customers in real-time or use our API to easily add new channels to your existing contact centre agent desktop.

Reduce inbound volumes with AI-assisted self-service

Deploy rules-based and NLP powered chatbots to create a new frontline to the contact centre that can greet customers, gather customer details and automate high volume inbound inquiries.

With seamless cross-channel handover, high priority inquiries are identified and then intelligently routed to agents based on skill and capacity to increase first-contact resolution.

Create intelligent communications that reduce inbound call load

Advanced automation capabilities, such as rules-based routing and geofencing, can be quickly weaved into customer journeys to create communications that proactively resolve everyday enquiries.

Meter readings, service disruption updates, appointment reminders, and much more, can be automated to reduce inbound call load and the need for agents to make outbound calls.

Automate proactive resolution

Proactively trigger customer channel engagements from your business systems through our rich integration layer, delivering a seamless end-to-end interaction and reducing the contact centre load.

Meter readings, service disruption updates, appointment reminders, and much more, can be automated to solve inquiries before they happen and reduce the need for agents to make outbound calls.

For more information, contact us

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More resources

Case Study

How a virtual assistant helped a retailer to reduce the number of inbound agent enquiries by 25%.

Whitepaper

How to enhance existing contact centre tech to get omnichannel quick wins.

Case Study

Transforming how a leading insurance provider delivers real-time information to customers.