Flexibility, Agility & Scalability
Keep up with market shifts and demands. Avoid business disruption and customer churn.
The most popular channels natively integrated so your team can provide fast and personalized interactions across any channels.
Telegram
Google’s Business Messages
Facebook Posts
AUTOMATION
Workflows
Set up workflows to work for you. Leverage any triggers or actions to automate tasks effortless and increase efficiency. Be ready during peak time, support high demand and waiting strategy through workflow automation.
Self-service with chatbot support
Seamless chatbot connection support simple conversations with customers with easy transfer to live agent without losing context. You can connect your own chatbot or use our chatbot platform builder.
Interactive Voice Response
Automate menus with IVR to cover simple customer queries through self-service. Transfer to agent more pressing and complex issues.
Call deflection
Reduce operational costs and improve customer experience by turning expensive inbound calls into messaging – reducing the volume of calls and customer waiting time.
360° VIEW OF CUSTOMER
Customer Data Platform
Unified customer data in one place. Easily import, integrate, or create profiles enabling full visibility of customers’ purchases, behaviors, preferences and much more.
Voice of Customer
Real-time display of customer sentiment powered by AI, so agents can act quickly. Easy build surveys and collect real-time feedback.
Customer card
Give your agent a quick way to view all relevant customer data for fast support, such as contact information, location, language, notes and others.
PRODUCTIVITY
Omnichannel interface
Simple to use interface for agents to manage cross-channel communication at easy and without losing time jumping from one application to another.
Queues and routing
Automated routing to find the right queue for new messages based on skills, availability, and roles.
Context card
Make relevant information such as order details, exchange rates and more, available for your agents in their user interface for fast customer support.
Workload Distribution
Match customers to the same agent for future interactions. Automatically send conversations to the next available agent through auto-assignment and let agents proactively take up conversations and reducing waiting-time.
Conversations data history
View all conversations history so customers don’t need to repeat information, if transfer is needed. Conversations can also be combined to improve quality of service in future interactions.
Messages templates
Create messages templates to save agents’ time. Pre-defined and approved WhatsApp messages already available to increase agent productivity.
Analytics & Reporting
Use accurate data to measure your contact center and agent performance. Monitor and track CSAT, quality of work, resolution and waiting time, agents’ workload and productivity.
Mobile app
Go beyond the desktop, go mobile. Agents can now be in contact with customers even while away from their desk.
Tags
Tags can be assigned to conversations to better categorize topics or customer intent, so agents can identify issues quickly. Supervisors can the data analyze conversations based on tags to improve agent training and make data driven decisions.
End-to-end Customer Journey
Access to the Customer Data Platform, Chatbot solution, analytic dashboards, all communication channels and even a customer engagement hub, all in a single workspace.
INTEGRATIONS
Open API
Infobip Conversations is designed to integrate with your CRM, ticketing systems and other applications. But If web interface is not for you, our Conversations API lets you integrate our solutions with your existing system.
Bring your own data
Easily connect your own data or third-party data to the UI, making relevant information – order details, exchange rates and more – available for your agents direct in their user interface.
Pre-built integration
Jira, Shopify, Salesforce, Microsoft Dynamics 365
SECURITY
Biometric Identification
Verify and authenticate customers’ identity without compromising their experience.
Data privacy and protection
Here we care about your sensitive data.
Security rules and recommendations
This guide will help you to securely perform authentications and other user actions on the Infobip platform.