Omnichannel management is the ability to continue the conversation, no matter the channel used, picking up from a new channel at the same point where it had stopped on another channel. IM.MIND manages conversations seamlessly over several channels: voice, text messages (SMS), Chat (for instance, from a website application), Web-based channels (HTML5), Email, keeping track of the interaction context and orchestrating the different channels accordingly.

Based on a powerful semantic engine that understands your customers' expressions, IM.MIND implements conversational interactions to identify their intent. Not necessarily intents are understood with the initial question, but IM.MIND can use what it heard to narrow down the service domain and ask more precise questions. This results in a more pleasant, natural interaction that will enhance the customer experience.

IM.MIND's Service Creation Environment (SCE) is an intuitive, drag-and-drop web-based tool to develop applications, test them, refine them, debug them, deploy them, monitor them and enhance them over time. The SCE offers a powerful reporting tool and can be used by non-programmers to completely manage your conversational applications.

IM.MIND is part of the Interactive Media suite, that includes well-proven VoIP switching and media server resources. Integration with the rest of the Contact Center, for voice calls as well as chat, and management of the media resources are a snap using the IM.MIND SCE tools.

IM.MIND uses the best ASR (Automatic Speech Recognition) on hand for each particular application. Depending on the application type or place in the application, IM.MIND can be configured to use the most appropriate ASR - for instance Google Speech APIs to understand an address (integrated with Maps), and Nuance for general conversation.

Sometimes saying things by voice is not very comfortable, or effective. Imagine having to spell out an email address. Or fill in a complicated form. IM.MIND can in this case create web pages on-the-fly, and push them to your smartphone-wielding customers. While the conversation continues by voice, they can then access the form and use the keyboard to fill in pieces of information. This results in a much lower error rate, and higher customer satisfaction.