- 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 SMS, chat 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.
Better with imiconnect 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.
Better with imiconnect 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 connects with the right person.
•Agent productivityEmpower agents with productivity tools like multichannel inbox, predefined response templates and action triggers.
•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 automation with imiconnectLet 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.
“Providing customers the choice to talk to us on messaging channels is a key part of our digital strategy and a means by which we can maintain our service levels while improving customer experience. 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. We look forward to seeing what the potential is to introduce additional digital channels in the future.”Gemma Crask Product Owner – Live Chat, Messaging & Social media British Gas