Case Study: Omnilink achieves faster customer service and improved efficiency with Infobip

Omnilink Faster customer service and improved efficiency – over a single platform

Omnilink needed to improve customer service efficiency, speed up support, and reduce costs while managing multiple channels and workloads more effectively. The company turned to Infobip and its multichannel customer service platform, including Conversations, Answers, Moments, and People CDP, to gain better control over its contact center and deliver support across WhatsApp, Live Chat, Google Business Messages, and voice calls.

With Infobip, Omnilink automated self-service support, improved agent efficiency, and enabled more personalized customer interactions. The results were significant: resolution time improved by 144x, customer satisfaction increased, workloads were optimized, and supervision became easier, helping Omnilink deliver faster, higher-quality service overall.

Omnilink

Dayse Ponce Ferreira Lepore

Service and Technical Support Manager