CommBox, a SaaS-based omnichannel autonomous customer communications platform, announced today its expansion into the US market with the opening of an office in Boston, MA. Additionally, CommBox has integrated Amazon Connect into its AI-driven omnichannel communication platform that will enable enterprise customer service centers to manage both voice and textual assistance across digital channels, including SMS, Facebook Messenger, Instagram, Twitter, WhatsApp, and other channels on the same platform.
Enterprises have slowly begun shifting to digital communication but are still hesitant to reduce their call center loads, as alternative solutions still often don’t meet customer needs and expectations. Solutions such as bots or FAQs on websites often alienate users due to a lack of understanding of a user’s intent, and struggle to answer the most basic of questions.
CommBox’s AI-powered autonomous customer communications platform enables enterprise customers a one-stop-shop solution that not only provides a better end-user experience for their customers, but also maximizes call center employee output by fielding the questions that can be answered by the automated system, thereby freeing up valuable time for employees to focus on more urgent or complicated customer inquiries.
Now, with the integration of Amazon Connect for voice-based communication, enterprises will control all customer communications via the same platform, have the ability to make and record calls, and communicate on messaging channels. Moreover, the sophisticated auto-assignment mechanism that helps prevent agent overload and redirects conversations to the most available agents will now apply to both forms of communication, text-based and voice. This will free up backlogs that often occur at call centers and lower caseloads for agents.
“CommBox is expanding its footprint into the US at a time when an aggregated full-service communication platform is needed by companies dealing directly with consumers,” said Tom Reardon, Managing Director at PSG. “CommBox’s solution has proven itself in other markets and now with the company expanding to the US, we are confident that the company will continue its growth and commercial success.”
CommBox’s new office in Boston, MA will focus on sales and development and will be led by Josh Newall, Head of Sales, Americas at CommBox.
“We are thrilled to be launching CommBox in the US at such a critical time for global businesses,” said Yaniv Hakim, CEO and co-founder of CommBox. “With our AI-powered communications platform, now integrated with Amazon Connect, we are able to provide customers with an automated solution that combines voice and messaging capabilities into their service representative offering, significantly increasing efficiency in call centers and easing the burden on customer service teams.”
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