Cloud communication solutions provider Infobip has rolled out its omni-channel digital cloud contact centre platform ‘Conversations’ at Ikeja Electric, Nigeria’s largest power distribution company.

According to a statement released to the media, Ikeja Electric, which provides power to over 800 000 households in Lagos, is set to launch Conversations, which enables businesses to integrate the world’s most popular communication channels.

Felix Ofulue, Head of Corporate Communications at Ikeja Electric, says the power utility’s decision to deploy Conversations is part of its major push to deliver an optimum quality customer experience through technology.

“Our vision is to be the provider of choice wherever energy is consumed, so we are focusing on a huge adoption of technology to achieve this. This is also in line with our mantra of customer first technology now. At the same time, we realised that a lot of our customers use WhatsApp as a preferred means of communication, so it is an obvious choice to provide it as a channel for customers to reach us seamlessly and communicate with us whenever they choose.”

Olajide Osho-Thomas, Sales Executive at Infobip Nigeria, says: “Conversations is the scalable digital cloud contact centre solution that enables businesses to deliver omni-channel support for customers through a single interface for agents. Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house chatbots can all be managed through Conversations.”

Conversations can also be used in conjunction with Answers, Infobip’s chatbot-building platform that enables companies to deploy artificial intelligence and keyword-based chatbots. These chatbots can then be managed via Conversations, freeing up call centre agents to resolve more complex queries.

Contact centre managers will be able to monitor all interactions exchanged between bots and customers in real-time, ensuring that any difficult conversations are transferred to human agents.

“Aside from the chatbot’s ability to seamlessly communicate with multiple customers at the same time via WhatsApp, which improves the engagement experience, we are also expecting to see cost savings, as this solution will allow us to optimise our call centre resources.” Ofulue concludes.