Voice4Net Announces Text Message Customer Engagement Module

27 Jun 2017

Voice4Net has launched a new SMS-based Mobile Customer Engagement Module, designed to create an omnichannel customer engagement experience for contact centers. The new Mobile Customer Engagement Module allows organizations to provide customer service via text messaging, which is growing to be the preferred means of communication for many consumers. This new module is part of Voice4Net’s RTC Framework client, and can be installed in cloud, premises-based, or hybrid environments.

As demand for mobile-centric customer interaction solutions grows, businesses are learning the importance of being able to interact with customers on their devices of choice and through their means of choice, which for many means texting. Studies show that many users are leaning away from chat and email in favor of text (SMS). For example, an ICMI survey found that 79% of companies believe customers want SMS/text support.

The new module allows contact centers to use two-way text messaging to interact with customers, as they would with voice calls. The text-based offering provides the skills-based routing, broadcasting, escalation, and other ACD capabilities that we’ve come to expect from voice-centric systems, so as to provide the same level and quality of service. With the Voice4Net Mobile Customer Engagement Module, SMS interactions can easily escalate to voice and other channels when necessary.

Capabilities include simple broadcast, simple inbound, sophisticated call routing, automated bots with IVR, group text messaging, reply tracking, click-to-text from a mobile phone, SMS recording and reporting for compliance, and more.

According to Blair Pleasant, co-founder of UCStrategies, “The number of applications leveraging SMS is growing, especially for things like appointment notifications and reminders, two-step verification, as well as outbound emergency notification. While various vendors offer SMS capabilities, in most cases they are treated differently and separately from voice capabilities. By handling inbound and outbound texts as a true ACD item, Voice4Net enables companies to provide more options for their customers.” She adds, “While voice is still important, SMS is taking on increasing importance, especially for mobile users, and it’s important for companies to offer customers their preferred channel of choice for interactions.”

Pleasant notes, “There are a growing number of CPaaS vendors offering SMS-based applications, but they require developers to create the application or integrate the SMS capabilities into the application. Voice4Net’s offering is more of a turnkey solution, eliminating the need for companies to rely on developers.” 

The Voice4Net Mobile Customer Engagement Module can be deployed with other Voice4Net offerings, such as CCHD, or run as a stand-alone solution. As it is WebRTC-based, it can be installed in legacy environments without needing extraneous integration, and uses a widget-based administration that requires little training for agents. It can be installed as an on-premises solution, accessed through the cloud, or as a hybrid solution that offers the best of both.

For more information, visit www.voice4net.com


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