IMImobilehas been chosen by CarillionAmey to improve its contact centre experience through digital channels, for customers using their services across the defence estate in the UK.

CarillionAmey works on behalf of the Defence Infrastructure Organisation.

It will use IMIchat, a cloud application built specifically for contact centres, to offer customer service agents live two-way conversations with armed forces personnel across SMS, Facebook Messenger, Twitter and Webchat, alongside their existing voice channels.

CarillionAmey repairs and maintains more than 49,000 homes for Service families, and looks after the infrastructure of 280 RAF stations, army garrisons, naval bases and defence sites across the UK.

IMIchat will support the Ministry of Defence’s digital transformation strategy through their supply chain, and help improve time-critical communication for all military families and estate end users when they experience problems in and around their property or estate buildings.

The cloud communications software and solutions provider IMImobile was chosen by CarillionAmey because of its robust enterprise-grade technology as well as being an established leader in digital customer interaction.

“We are absolutely committed to delivering smarter and more efficient solutions to our armed forces and their families,” said Stuart Jones, customer services and communications director for CarillionAmey.

“Continuing to improve our customer service is imperative to our ongoing development as a business.

“IMImobile was a natural fit because of its vast experience and expertise in providing cloud communications software to public sector companies, enabling us to embrace new digital technologies to communicate and engage with our customers across the defence estate.”

Jay Patel, CEO of IMImobile, commented: “We are pleased to be part of CarillionAmey’s digital transformation strategy and to support the Ministry of Defence.

“IMIchat will allow customer service agents to enhance interactions with the service families and personnel across all digital and mobile channels, therefore allowing better communication whilst driving contact centre efficiency.

“We are also excited about the opportunities to help optimise the customer service experience through the integration of intelligent and innovative solutions such as chatbots in the near future.”