IMImobile has announced support for Facebook Messenger in its IMIconnect cloud communications platform, and IMIchat, its contact centre software application.

The IMIconnect cloud communications platform enables enterprises to communicate to any consumer through a single API which supports telecom, in-app and OTT messaging channels. The addition of support for Facebook Messenger as a channel will allow engagement with an additional 900m users.

The platform enables rapid development, and orchestration of communication flows between enterprise systems and customers on mobile devices as well as provisioning of services. IMIchat, a software application for contact centres, will also now enable agents to use Facebook Messenger for two-way interactive conversations with customers and allow enterprises to deliver real-time, contextual customer service.

“We have seen a significant shift in consumer behaviour over recent years, with people increasingly using their mobiles to interact with businesses and messaging emerging as the dominant channel on mobile devices,” said IMImobile chief executive, Jay Patel. “This has led to a shift in the requirements of marketing and customer support within organisations, and this will only accelerate with the introduction of ‘bots’ for Facebook’s Messenger Platform, as announced at F8 this week. We currently process billions of customer interactions for our clients across different digital touchpoints and expect that machine-led interactions will revolutionise customer support and engagement over the next few years.”