Integrate AI and Digital Communications into your contact centre

Create the perfect blend of self-service and agent-assisted support using one to one digital channels.

Digitally transform the contact centre and enable your agents to deliver a more efficient and better customer experience

Proactive communications

Powered by end-to-end system integrations, embed contextual communication triggers into customer journeys that proactively engage customers to reduce operational load.

Customer self-service

Lead with AI-powered customer self-service across digital channels that uses NLP and rule-based decisioning to provide 24/7 conversational support and resolution.

Real-time agent chat

Embrace messaging-based customer service by enabling agents to interact with customers in real-time over multiple digital channels.

Intelligent query routing

Identify high-priority customer inquiries and then intelligently route them to agents based on skill and capacity to improve first-contact resolution.

Centralise customer data

Connect into back-end systems across the business to centralise customer data, making it readily available to equip agents with the information they need to serve every customer.

Omnichannel desktop

Consolidate all customer support channels to a single desktop for your agents, by either using IMImobile's Agent Desktop, IMIchat, or using our API to extend your existing environment.

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 low-value 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.

Reduce inbound call 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.

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 Messaging, SMS, email, Facebook Messenger, RCS (Rich Communication Services), and more.

To consolidate channels for your agents, they can use our 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.

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More resources

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