imimobile wins contract with CarillionAmey to deliver digital contact centre optimisation

IMImobile is selected to help improve the contact centre experience through digital channels, for CarillionAmey customers.

London

IMImobile, a cloud communications software and solutions provider, has been chosen by CarillionAmey to improve their contact centre experience through digital channels, for customers using their services across the defence estate in the UK.

CarillionAmey, which works on behalf of the Defence Infrastructure Organisation, has chosen to use IMIchat, a cloud application built specifically for contact centres, to enable customer service agents to have live two-way conversations with Armed Forces personnel across SMS, Facebook Messenger, Twitter, and Webchat, alongside their existing voice channels.

CarillionAmey repairs and maintains more than 49,000 homes for Service families, and looks after the infrastructure of 280 RAF stations, army garrisons, naval bases and defence sites across the UK. IMIchat will support the Ministry of Defence’s digital transformation strategy, through their supply chain, and help improve time critical communication for all military families and estate end users when they experience problems in and around their property or estate buildings.

IMImobile was chosen by CarillionAmey because of its robust enterprise-grade technology as well as being an established leader in digital customer interaction.

Stuart Jones, Customer Services and Communications Director for CarillionAmey, said: “We are absolutely committed to delivering smarter and more efficient solutions to our Armed Forces and their families. Continuing to improve our customer service is imperative to our ongoing development as a business.

“IMImobile was a natural fit because of its vast experience and expertise in providing cloud communications software to public sector companies, enabling us to embrace new digital technologies to communicate and engage with our customers across the defence estate.”

Jay Patel, Chief Executive Officer of IMImobile, commented: “We are pleased to be part of CarillionAmey’s digital transformation strategy and to support the Ministry of Defence. IMIchat will allow customer service agents to enhance interactions with the service families and personnel across all digital and mobile channels, therefore allowing better communication whilst driving contact centre efficiency.

“We are also excited about the opportunities to help optimise the customer service experience through the integration of intelligent and innovative solutions such as chatbots in the near future.”

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.