Expanding Global Footprint: CommBox Enters US Market, Integrates Amazon Connect

CommBox, a SaaS-based omnichannel autonomous customer communications platform, announced its expansion into the US market with the opening of an office in Boston, Massachusetts.

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. This will include SMS, Facebook Messenger, Instagram, Twitter, WhatsApp, and other channels on the same platform.

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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 provides a better end-user experience for their customers while maximizing call center employee output. The one-stop solution fields 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.

The Amazon Connect – How will it Help?

Now, with the integration of Amazon Connect for voice-based communication, enterprises will:

• Control all customer communications via the same platform.
• Make and record calls, and communicate on messaging channels.
• The sophisticated auto-assignment mechanism prevents 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.

Tom Reardon, Managing Director at PSG, stated,

“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. 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.

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Yaniv Hakim, CEO and co-founder of CommBox added, 

“We are thrilled to be launching CommBox in the US at such a critical time for global businesses. 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.”

CommBox is revolutionizing how brands connect with customers by eliminating the old paradigm of live agent intervention for every customer engagement, replacing it with improved automated CX.

With the first and only AI-driven autonomous customer communication platform, CommBox enables hundreds of the world’s leading brands to deliver a complete, smart, and personalized experience, using their suite of digital channels, and to automate human-driven operations and the bulk of repetitive inquiries with powerful AI and deep automation.