imimobile signs reseller contract with KCOM

imimobile has signed a partner agreement with KCOM, a leading provider of communications and IT services in the UK.

London

IMImobile, a cloud communications software and solutions provider, has signed a partner agreement with KCOM – a leading provider of communications and IT services in the UK.

IMImobile’s omnichannel chat solution, IMIchat, will allow KCOM’s contact centre clients to establish live two-way interactive messaging chats with customers across digital channels like SMS, Facebook Messenger, Twitter, and Webchat, alongside their existing voice channels.

To support end-to-end customer experience and service automation, KCOM customers will also be able to benefit from Webex Connect, IMImobile’s customer journey automation platform, designed to enable and manage the automation of cross-channel customer journeys.

KCOM chose IMImobile due to its market leading position in the digital customer interaction space as well as the ability to rapidly enable and integrate digital communication channels into existing contact centre infrastructure. The application has been proven to deliver 60% better first contact response rates, reduce operational costs by 25% and lower inbound call volumes by over 15%.

Stu Smith, KCOM’s Head of Innovation & Development, said: “Our guiding principle is to help our clients improve their customers’ experiences and the integration of robust and secure social messaging is vital to that. By working closely with IMImobile we can innovate solutions to meet the growing demand from end users who prefer to communicate with companies across multiple social channels.”

The partnership will allow clients of KCOM to improve their customers’ experience and enable better customer communication engagement. There is a growing consumer demand to use mobile and digital channels to engage with their customers. Recent research conducted by IMImobile has shown that more than two thirds (68%) of consumers who have already used a messaging channel to contact a business preferred it to using traditional methods of phone or email. Moreover, of those who had not yet used a digital or automated channel to contact a business, 65% would be open to doing so.

Jay Patel, Chief Executive of IMImobile, commented: “Contact centres are a key part of any customer engagement strategy as businesses are adapting to respond more effectively to the demands of the connected consumer. Through IMIchat and our communication orchestration layer, KCOM can further help UK enterprises to utilise digital communications channels in their service and support operations.”

KCOM is a communications and IT provider for major organisations across the UK, including HM Revenue & Customs, NFU Mutual and BUPA.

For further information please contact:

Charlotte Jewsbury, Marketing Director. jewsbury@cisco.com
(408) 526-4000

About Webex CPaaS Solutions

Webex CPaaS Solutions (previously known as imimobile) provides cloud communications software and services that manage business-critical customer interactions at scale. 

Our enterprise-grade, cloud communications platform (CPaaS), Webex Connect delivers end-to-end customer journeys by orchestrating, automating, and monitoring interactions and integrating with existing, disparate back-end systems. This provides a choice of tools and capabilities for IT teams, developers and line of business teams to build seamless customer experiences

We also provide a set of SaaS applications designed specifically for business users who are looking for pre-packaged applications for use within their organization; these include Webex Campaign, Webex Engage, Webex Notify and Webex Assist.

To put it simply, we help businesses to lower costs, reduce complexity and accelerate IT roadmaps. We believe that customer experience is the key competitive advantage for consumer businesses. So, we’re creating a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences.