- Support customers on channels they choose
- Innovate with new channels
- Automate pre and post-contact processes
- Balance automation with personal touch
- Improve agent productivity
- Improve CX and reduce costs
Unified agent console Consistent support across channels
From voice to messaging apps, equip your agents with one interface to increase productivity and deliver the support your customers expect.
Proactive communications Address customer needs before they pick up the phone
Keep customers proactively informed. Provide self-care capabilities. Transfer conversations with full context to live agents when required.
Blend AI and agent support
Integrate virtual customer agents into customer service operations to manage routine enquiries, offer self-service, and provide 24x7 assistance.
Seamless agent handover
Some enquiries require instant attention. Identify complex and high-priority customer issues and seamlessly pass them directly to agents.
Improve CX and reduce costs
IVR call deflection
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.
Interactions are never fixed to one channel. Easily elevate a chat conversation to a phone call or a browser-based video call for instant support.
Product Sheet imiengage
Learn how imiengage can transform your contact center into a customer engagement center, reduce costs, and improve CX.
•Intelligent routingDirect enquiries based on agent skills and knowledge to ensure the customer speaks to the right person.
•Agent productivityEmpower agents with productivity tools like response templates, agent assist, and next best actions.
•Surface customer profile informationFetch customer data from CRM or other systems to help agents deliver contextual support.
•Quality controlImprove customer service quality with features like Silent Monitoring, Barge-in, and Whisper.
•Workflow automationLet agents trigger flows on demand to fulfill customer requests, follow up, and other actions.
•Advanced reportingBuild reports to analyze agent performance, channel trends, and more.
“Before its implementation, the team had no idea how many calls were coming in or the peak times for those calls. Now we have greater reporting and real-time monitoring capabilities and even the ability to automate outbound interactions via calls or messages to free up time for the team.”Yvonne Steel Team Manager Dudley Council