Market entry into South Africa: novomind with new local presence in Cape Town ensures customer proximity

With novomind iAGENT, the German software specialist offers the South African contact cen-tre and business process outsourcing (BPO) call centre sector, an AI (Artificial Intelligence)-based central all-in-one customer service platform for optimal multichannel management. From chat or video chat to e-mail, call, social media and messaging platforms such as WhatsApp business solution, Facebook messenger and others. All contact channels are mapped in a sin-gle system with a single user interface. This eliminates the need for time-consuming switching between different surfaces and devices.
Additionally, the intelligent contact centre functions of novomind iAGENT such as skill-based routing and queue management, can be combined with the various collaboration functions of Microsoft Teams. This can optimise and simplify the communication path from the contact cen-tre to the back office. Thanks to the uncomplicated exchange of information, customer re-quests are resolved much more efficiently, giving the customer a very streamlined experience.

As a high-performance system for efficient processing of enquiries – even at maximum utilisa-tion of the service centre – novomind iAGENT is enabled to provide the same answers to the same questions on all channels. novomind’s iAGENT knowledge-base also makes it possible to generate any type of complex functions and dialogues for a chatbot or a messenger bot that can ensure customer service 24/7.