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03 Feb 2016

Growing personalisation: novomind presents new channels for intelligent customer communications at Call Center World in Berlin

novomind iAGENT 10 integrates WhatsApp / Innovations for live chats / Online identification in real time

Thinking into the future for intelligent customer communications across all channels – Hamburg-based software firm novomind presents the latest version of the novomind iAGENT communication platform Call Center World in Berlin. novomind iAGENT 10 integrates all available channels for intelligent and increasingly personalised customer communications. The latest feature is the integration of a WhatsApp channel in the novomind iMAIL module: By saving a company’s mobile number in their directory, online customers can contact the company at any time without first visiting its website. The WhatsApp messages are bundled an processed by the service center agent in e-mail format, which gives them access to the full conversation at all times.

The live chat also offers new possibilities. “Never before has innovative customer communication been as multi-faceted as today,” says Sylvia Feja, Head of E-Communication at novomind. “We match our developments to customers’ personal requirements and these show that there is a growing need for personalised online advice.” The live chat is ideally suited to satisfy these needs, no matter whether it is used as a text, audio or video channel. Used intelligently, it optimises the multi-channel strategy of any company. In November 2015, the video chat channel earned novomind the CCV Quality Award in the “IT Innovation” category. Call Center Verband Deutschland e.V. presented novomind and Deutsche Post with the award for the new and forward-looking “POSTIDENT durch Videochat” video identification procedure.

Being an integral element of the central novomind iAGENT platform, the novomind iCHAT module combines all three chat versions and is available at an unchanged all-in price without additional costs. “This allows customers to choose at any given time if and how they want to use which of the three chat versions,” explains Sylvia Feja. Customers have already shown great interest, with players from the financial and insurance sector as well as logistic companies and online dealers getting ready to use the versatile chat channel. Just like Deutsche Post, one of Europe’s largest information service providers, DATEV eG, has opted for novomind iCHAT, whose text chat version the Nuremberg-based IT and software experts use for their service centers.

Between 23 and 25 February, novomind will give a live and hands-on presentation of all solutions at Call Center World in Berlin (Hall 2, Booth E13).