A cloud communication solutions provider, Infobip has deployed its cloud contact centre platform to Ikeja Electric, Nigeria’s largest power distribution company.

Tagged ‘Conversations’, the solution is the latest offering and provides Ikeja Electric, which supply power to over 800 000 households in Lagos willl enable 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 the cloud-based contact centre solution is part of its major push to deliver an optimum quality customer experience through technology.

Seamless communication for connected customer journeys

“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 the company is delighted to be recognised as one of the top cloud communications providers for businesses and a leader in omnichannel engagement.

“Conversations is the scalable digital cloud contact centre solution that enables businesses to deliver omnichannel 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. Infobip is an industry leader and an obvious solution provider for this project, as we have confidence that they have the capabilities to deliver the kind of service that we need to achieve our vision,” Ofulue concludes.


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