Omnichannel interactions in a unified workspace

Infobip Conversations is the all-in-one cloud contact center solution for driving efficiency, delivering personalized experiences, and empowering agents. Engage seamlessly with customers across their preferred channels through two-way messaging and threaded conversations. Streamline operations with advanced conversation management features like queue and routing management, agent assignment, resolution management, and comprehensive history overview. Accessible via web interface or HTTP API, Infobip Conversations enables you to optimize customer support and engagement, ensuring exceptional performance and satisfaction.

Top Features

  • Unified workspace

    One workspace to manage all conversational messaging.

  • User roles

    Set up Supervisor and Agent roles and permissions.

  • Omnichannel conversations

    Manage contextual conversations across your customers' preferred channels shown below the Features section.

  • Tags

    Add tags to conversations to categorize them based on topic, product, service, or any other category.

  • Queues & routing

    Set up conditions to follow business rules to sort messages into an adequate queue for the most effective resolution of customer inquiries.

  • Inbound & outbound conversations

    Receive inbound messages from customers, assign to agents, and reply with ease. Start a new conversation with a customer on any channel.

  • History & merging conversations

    Easily continue the conversation without asking customers to repeat themselves. Get insight into full conversation history and customer records. Also, select and merge different conversations on the same topic with the same customer.

  • Customer & agent management

    Preview and manage customer data directly from the conversation interface. Organize your contact center teams by assigning the most knowledgeable agents to specific queues to manage conversations in a timely manner.

  • Automations

    Use Answers to create bots and automate instant answers to FAQ while agents focus on resolving more complex inquiries. Easily transfer customers from a bot to a real agent.

  • Performance analytics

    Monitor performance and adjust your contact center setup based on the workload and specific topics. Track how your agents utilize their working time through occupancy and engagement rates.