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7. February 2019

Efficient omni-channel service for the personalized customer journey

Customer Service
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by Daniela Köhler

Publications officer

CCW 2019: novomind iAGENT integrates WhatsApp Business API and Call / Intelligent customer service on all channels

novomind iAGENT continues to establish itself as the omni-channel solution across all sectors. The central communication platform developed by the Hamburg-based software firm today covers all channels customers could desire – in the call and non-call are (All-IP), using AI or classic real-time advice. novomind iAGENT is web-based, intuitive and user-friendly.

At CCW 2019 in Berlin (Hall 2, Booth D14), novomind will present two more channels that are ready for immediate integration. As an official WhatsApp Business solution provider, novomind is able to integrate the official WhatsApp Business (API) launched in August 2018 into the customer service offerings of enterprises and institutions. Being one of only a few providers worldwide chosen by WhatsApp, novomind can complete the integration quickly and easily and also ensure the most efficient use of this channel. This means that, going forward, customer inquiries may be answered not only by call center agents but also by specialized chatbots. This is made possible by artificial intelligence, a discipline in which novomind has some 20 years’ experience.

A new novomind solution presented at CCW for the first time addresses the digitization of telephony. novomind iAGENT Call also integrates the digital voice channel into novomind iAGENT, which is only a logical step in the All-IP era. Having successfully established the video chat channel, e.g. in major projects with Deutsche Post, novomind precisely meets customers’ and users’ demands on real-time communication across different channels also with its new call module.

“We want to give the same answers to the same questions, regardless of the channel used,” says Sylvia Feja, CMO of novomind. novomind iAGENT provides a central omni-channel platform for modern, user-friendly customer service. After all, the customer journey happens on all channels.

novomind will showcase all its products and solutions at CCW in Berlin. In the context of the demo forums, novomind will report on the following topics on all three exhibition days:

  • Response management solutions for email, text messages and chat, messenger
  • Multi and omni-channel solutions in the customer dialog
  • Bots and the likes for self-service customer contact


novomind at CCW in Berlin (19–21 February): Hall 2, Booth D14

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