Hot on the heals of Facebook’s F8 conference announcement pushing Messenger as a customer engagement channel, IMImobile has announced that IMIconnect – its cloud communications platform – and IMIchat – its contact centre software application – all now support Facebook Messenger.
The IMIconnect cloud communications platform enables enterprises to communicate to any consumer, anywhere in the world, through a single API, which supports telecom, in-app and OTT messaging channels.
The addition of support for Facebook Messenger as a channel will allow engagement with an additional 900 million users.
The platform enables rapid development, and orchestration of communication flows between enterprise systems and customers on mobile devices as well as provisioning of services.
IMIchat, a software application for contact centres, will also now enable agents to utilise Facebook Messenger for two-way interactive conversations with customers and allow enterprises to deliver real-time, contextual customer service.
Jay Patel, Chief Executive of IMImobile explains: “We have seen a significant shift in consumer behaviour over recent years, with people increasingly using their mobiles to interact with businesses and messaging emerging as the dominant channel on mobile devices. This has led to a shift in the requirements of marketing and customer support within organisations, and this will only accelerate with the introduction of ‘bots’ for Facebook’s Messenger Platform, as announced at F8 this week. We currently process billions of customer interactions for our clients across different digital touchpoints and expect that machine-led interactions will revolutionise customer support and engagement over the next few years.”