Businesses are always trying to win and retain customers. Today, customer experience is one of the highest rated criteria for consumers when buying goods or services. Contact centers, the frontline of customer engagement, have become a crucial part for enterprises to deliver and differentiate their customer experience and service strategies.
At the annual NICE inContact DEVone Partner conference in Salt Lake City, Utah, which was attended by more than 350 partners and NICE inContact employees, IMImobile was named a winner of the DEVone Partner Award in the ‘INNOVATOR’ category. IMImobile has been recognized for developing products that deliver great CX and are easy to integrate with NICE inContacts’s CXone cloud platform. Products such as IMIbot, IMIchat and IMIconnect – available via the CXexchange Marketplace – help NICE inContact customers integrate digital messaging channels, deliver omnichannel chat services and drive intelligent automation.
[caption id="attachment_3634" align="aligncenter" width="664"] Ajit Patankar (IMImobile), Paul Jarman (CEO NICE inContact) and Matt Holloway (IMImobile)[/caption]
“It’s exciting to see so many innovative applications integrated with the NICE inContact CXone platform, empowering customers to deliver exceptional customer experiences,” said Paul Jarman, CEO NICE inContact. “The annual DEVone Partner Conference provides a great look into how the customer journey can be enhanced with CXone, and the awards highlight the most outstanding achievements by DEVone partners.”
NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations.
NICE inContact’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. The DEVone Ecosystem extends the NICE inContact suite of solutions with trusted, fully integrated applications.
If you would like to learn more about the awards, here’s a link to the official press release.
How we help transform contact centers
IMImobile helps enterprise clients to accelerate the process of digitizing customer engagement, enabling them to provide instant, low-effort automated resolutions and personalized interactions on the channels their customers use every day. Leading enterprises are using IMImobile’s cloud-based software solution to:
• Lead with a messaging-based experience by integrating digital messaging channels into their customer service strategy, i.e. SMS, webchat, email, Facebook Messenger, Twitter, etc.
• Create a new frontline for contact centers using AI-chatbots to automate FAQs, enable self-service and increase proactive resolution.
• Deflect voice traffic to cheaper communication channels – some clients have seen a reduction in operational costs by 20%.
• Improve agent productivity by providing a blended omnichannel chat environment – agents can have up to six messaging-based interactions simultaneously.
• Create, manage and deploy automate customer journeys across legacy systems and business processes 10x faster.
• Improve customer satisfaction ratings (CSAT/NPS) and first contact resolution whilst enabling cross/up-sell opportunities.
Let us help you to drive Contact Center innovation
If you would like to learn more about our solutions and how we can help you improve the customer service experience, please get in contact with me at: firstname.lastname@example.org
If you’re looking for guidance on trends, technology and how you should shape your customer service strategy, you might be interested in the insight offered by some of our guides:
Chatbot eGuide – Download here
Messaging+ eGuide – Download here