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LONDON, May 5, 2020 (GLOBE NEWSWIRE) – Global provider of cloud communications software and solutions IMImobile PLC, announced today that its cloud contact center software has enabled remote work for its clients following the COVID-19 outbreak. Clients including the University of Hertfordshire Partnership NHS Foundation Trust, Dudley Metropolitan District Council and Bouygues Energies & Services have recently transitioned their office-based contact centers to homework due to closure measures introduced by the UK government.
IMImobile strengthened its contact center offering last year by acquiring UK-based contact center software provider Rostrvm. The integrated omnichannel solution consolidates voice, messaging, and social customer service channels into a unified agent console and simplifies contact center operations for public sector organizations and companies. With the product and associated infrastructure hosted in the cloud and delivered as a service, contact centers have easily moved to work from home without any service interruption.
Joanne Osborne, Task Force Leader at the University of Hertfordshire Partnership NHS Foundation Trust, said: “It was great that we were able to transition the 50 agents to remote work in a very short space of time. As a provider of mental health services for Hertfordshire, it is essential that the lines of communication remain open without interruption, so we did not miss any calls from patients. This crisis has shown that, with the right software, teams can now work from home with ease and this will change the way we work in the future. “
Yvonne Steele, Leasing, Buying and Leasing Services Team Manager 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 rent payments for those who have lost their jobs or been suspended. IMImobile’s contact center software has seamlessly transitioned to remote work overnight and has eliminated the need for office-based fixed agents. Before its implementation, the team had no idea how many calls were coming in or the peak times for those calls, now we have increased reporting and real-time monitoring capabilities and even the ability to automate outgoing interactions through calls or messages to free up time for the team. “
The solution has been critical to clients such as Bouygues Energies & Services, which provide facility management services for several large public sector organizations. Scott Hulse, Security Manager – National Operations Center at Bouygues Energies & Services, said: “The nimble nature of IMImobile software has enabled all of our agents to work from home without a hitch. We believe this crisis will accelerate companies’ adoption of flexible work practices and digital communication solutions because we do not have the right software. it hinders the ability of companies to react quickly during an emergency situation. “
Commenting on developments, Sudarshan Dharmapuri, EVP Products at IMImobile, added: “We are pleased to see that our products enable the levels of agility that organizations need to operate in today’s environment characterized by unprecedented outages. Our cloud contact center product enables you to configure customer interactions, automation flows, and business processes, rather than scheduling them, allowing flexibility to transform operations overnight. ”
For more information on the IMImobile Contact Center offering, view our latest webinar here: https://bit.ly/2SmIRT7
About the IMImobile PLC
IMImobile is a communications software provider whose solutions enable companies to automate customers’ digital communications and interactions to improve the customer experience and reduce operating costs.
IMImobile’s enterprise cloud communications software platform organizes customer interactions, connecting existing business systems with digital communications channels. Organizations that trust us to deliver smarter digital engagement with customers include Hermes, Centrica, AA, O2, EE, BT, Vauxhall, Vodafone, MTN, three of the UK’s leading retail banks and public sector organizations to world level.
IMImobile is headquartered in London and has offices throughout the UK, Hyderabad, Toronto, Florida, Dubai and Johannesburg, and has more than 1,100 employees worldwide. IMImobile is listed on the AIM market of the London Stock Exchange under the code TIDM IMO.
For further information please contact: IMImobile PLC Nicole Buckfield, Corporate Communications Manager c/o Spark Communications Tel: +44 (0)20 7436 0420 Spark Communications - PR contacts Alex Crawshaw Andy Lloyd-Williams Tel: +44 (0)20 7436 0420
