Use a mix of AI chatbots and self-service channels to reduce agent workload. Automate post-contact actions for faster results.
Reduce cost to serve
Lead with cost-efficient digital and mobile messaging channels to manage customer service interactions.
Boost customer satisfaction
Improve customer service with quick resolution, channel choice, and conversational self-service.
Put customer preferences first
Innovate with new channels
Proactive customer engagement
Keep customers informed by proactively contacting them via voice or messaging channels. Use two-way messaging to let customers respond, submit details, or organize a time for an agent to call.
Create end-to-end experiences
From delivery updates to refunds, orchestrate customer journeys that use data from across the business to create contextual customer service experiences.
Manage routine enquiries with ease
Enable customers to self-serve
Create an AI chatbot frontline to the contact center that provides 24/7 assistance, quick answers to FAQs, and a knowledge base to customers.
Intelligently route customer enquiries
Direct calls and messages to agents with the right skills by using customer information, business data, or an IVR option selection.
Deflect to messaging channels
Build an IVR journey that lets customers seamlessly transfer to a messaging channel where they can self-serve and chat with agents at their convenience.
Webcast The future of CX: How third-party messaging platforms are shaping today’s customer interactions
Watch our webcast where Forrester, British Gas, and TRADEBE talk about the need to engage through digital messaging channels and share advice on how to bring them into the business.
Empower customer service agents
Create a unified agent application
Bring all the communication channels, tools, and data your agents need to serve customers into one place with imiengage.
Gain insight to improve performance
Give team leaders visibility into agent performance via real-time dashboards that provide the basis for future training requirements.
Enable secure remote working
Allow agents, team leaders, and managers to work from home with ease with a secure cloud application to manage all customer service channels.
“imimobile’s solution for IVR call deflection to SMS has been a game-changer for our contact center and it’s pleasing to hear positive feedback from our customers and agents who are using the service.”Gemma Crask Product Owner – Live Chat, Messaging & Social media British Gas
Whitepaper Call deflection: tactics for success
Discover how businesses can deflect to messaging channels and use proactive communications to reduce call volume and increase customer satisfaction.
Use our ROI Calculator to see how much your contact center could save in costs and agents hours through the same call deflection tactics discussed in the white paper.