IMImobile Joins NICE inContact DEVone Program

IMImobile has joined the NICE inContact DEVone development program to provide omnichannel chat on CXexchange, a marketplace for products that integrate with the NICE inContact CXone cloud customer experience platform.

IMImobile's omnichannel chat solution allows CXone users to add additional messaging channels, including SMS, Facebook Messenger, Twitter, in-app chat, email, Skype for Business, and WeChat, for customer support to their existing NICE inContact interface.

NICE inContact customers will benefit from IMImobile's digital chat and customer experience automation solutions by enabling the following:

    Integration of mobile and digital channels into the existing NICE inContact chat interface;
  • Orchestration between automated and agent-assisted interactions; and
  • Artificial intelligence-powered chatbots to enable automation and orchestration of omnichannel customer journeys across contact center systems and business processes.

NICE inContact CXone combines omnichannel routing, workforce optimization, analytics, automation, and artificial intelligence an open cloud foundation.

"IMImobile is excited to partner with NICE inContact and join CXexchange marketplace. IMImobile's digital chat solutions have proven to enable intelligent and proactive customer engagement while improving first contact resolution and reducing inbound call volumes," said Jay Patel, CEO of IMImobile, in a statement.

"Today's consumers seek a conversational chat-based interaction with companies, according to our research," said Paul Jarman, CEO of NICE inContact, in a statement. "With IMImobile's omnichannel chat on CXone, contact center agents can easily navigate chat interactions across social, mobile, and online channels. We welcome IMImobile as part of the CXexchange marketplace."

Related Articles

After landing in hot water with developers after restricting third-party apps, Twitter is undoing the damage with the introduction of the Account Activity API.

Posted December 26, 2017