Global cloud communications platform Infobip has launched Conversations, a new digital cloud contact centre solution enabling businesses to integrate the world’s most popular communication channels.
It has also launched Moments, a new omnichannel customer engagement hub, to help businesses build better customer experiences and boost brand loyalty post pandemic.
Pham Gia Dan, business development director of Infobip Vietnam, said at the launch this week that to help enterprises adapt as well as take advantage of these changes, Infobip had unveiled two new cloud-based communications solutions.
With Conversations, agents can handle customers’ inquiries quickly and efficiently by means of automation, access to customer data with added context of customer sentiment, cross-channel conversations management and real-time analytics - leading to more productive customer service and more satisfied customers. Conversations can also be used in conjunction with Answers, Infobip’s chatbot building platform that assists companies to build, test, and deploy artificial intelligence and keyword-based chatbots, according to Dan.
With a new omnichannel customer engagement hub that uses Infobip mobile-first telecommunications legacy, makes it possible for brands to build lasting relationships over a range of the world’s most popular digital communications channels, including chat apps such as WhatsApp, Viber, Facebook Messenger, Line, KakaoTalk, and email, voice, mobile apps, websites, and emerging channels.
Using Moments, marketers and brands can create highly effective campaigns that will resonate with customers on a personal level on their preferred channels with higher efficiency - thanks to its capability in delivering easy cross-channel campaign management, unified customer data, smarter audience segmentation, dynamic marketing automation and powerful analytics, according to Dan.
“Entering a new norm in customer behaviour, companies should consider placing priority in delivering personalized, seamless customer experiences," Dan said.
"Given the context of the local market with a young tech-savvy population and digital adoption still at its early stage, Conversations and Moments has great potential in creating competitive advantages for businesses in the customer service and engagement space.
"Because they require minimum investment in technology infrastructure, these two solutions will enable SMEs, accounting for 96,7 per cent the total number of enterprises in the country, to adopt data driven and omni-channel approaches without financial and technological concern.”
Introducing these news advancements to the market, Infobip has consolidated its long-term commitment to simplify the complexity of global communication and navigating business through the time of uncertainty towards recovery.
In 2020, Viet Nam’s digital economy is expected to reach US$14 billion, becoming one of the two countries in Southeast Asia that grow at a double-digit rate.
However, many businesses have not been ready to seize this opportunity yet as they are struggling to adopt digital transition between the variety of channels and technologies, especially the post-pandemic period when customer behaviour has been reshaped amid the public-health concern and shifts of the economy. VNS