IMImobile Helps Contact Centres With Remote Working

IMImobile has announced that its cloud contact centre software has enabled remote working for its clients following the COVID-19 outbreak.

Customers, including Hertfordshire Partnership University NHS Foundation Trust, Dudley Metropolitan Borough Council and Bouygues Energies & Services, have recently transitioned their office-based contact centres to homeworking due to the lockdown measures introduced by the UK government.

IMImobile strengthened its contact centre offering last year through the acquisition of UK-based contact centre software provider Rostrvm.

The integrated omnichannel solution consolidates voice, messaging and social customer service channels into a unified agent console and simplifies contact centre operations for businesses and public sector organizations.

With the product and associated infrastructure hosted in the cloud and delivered as a service, contact centres have easily transitioned to working from home without any service interruption.

Joanne Osborne, Operational Team Leader at Hertfordshire Partnership University NHS Foundation Trust, said: “It has been fantastic that we have been able to transition all 50 of our agents to remote working in a really short space of time.”

“As the mental health service provider for Hertfordshire, it is critical that the lines of communication stayed open without interruption, so we didn’t miss any calls from patients.”

“This crisis has demonstrated that, with the right software, teams are now able to all work from home with ease and this will change the way in which we work in the future.”

Yvonne Steele, Team Manager of Income, Rent to buy & Leasehold Services at Dudley Council, commented: “We have seen an increase in the number of calls to the department due to COVID-19 with concerns about meeting rental payments from those who have lost their jobs or been put on furlough.”

“IMImobile’s contact centre software has enabled a seamless transition to remote working overnight and has removed the need for fixed, office-based agents.”

“Before its implementation, the team had no idea how many calls were coming in or the peak times for those calls, but now we have greater reporting and real-time monitoring capabilities and even the ability to automate outbound interactions via calls or messages to free up time for the team.”

The solution has been instrumental for clients such as Bouygues Energies & Services, who provide facilities management services for a number of large public sector organizations.

Scott Hulse, Security Manager – National Operations Centre at Bouygues Energies & Services, said: “The agile nature of IMImobile’s software has enabled all of our agents to work from home without any issues.”

“We believe that this crisis will accelerate business adoption of flexible working practices and digital communication solutions because not having the right software in place hampers businesses from reacting at speed during an emergency situation.”

Commenting on the developments, Sudarshan Dharmapuri, EVP Products at IMImobile, added: “We’re pleased to witness our products enabling the levels of agility that organizations need to operate in today’s environment characterized by unprecedented disruptions.”

“Our cloud contact centre product allows customer interactions, automation flows, and businesses processes to be configured, as opposed to programmed, enabling the flexibility to transform operations overnight.”

Author: Robyn Coppell