SMS Solution for Call Center
Integrate SMS into your call center to improve operational efficiency and create better CX.
SMS Solution Overview
SMS texting is part of everyday communications, as the vast majority of consumers worldwide have access to this capability on their mobile phones and people often send more text messages than voice calls or email. Texting has also changed from a short one-way communication to an ongoing conversation between people, and consumers are now expecting the same fast communication with the companies they choose to do business with.
With our omnichannel contact center solutions, your call center can facilitate engaging, real-time, two-way conversations between the agent and customer.
Automated SMS Replies
Give customers the option to use SMS instead of calling & configure auto-replies for simple problems
Avoid Phone Queues
Instead of making customers wait in a queue, schedule their call via text and call back at a convenient time
Transfer Customer Calls
Transfer communication from phone to text and allow the use of SMS attachments for complex problems.
Key Benefits of SMS Solution for Call Centers
Save time
SMS solution is the biggest time saver for call centers by giving customers the option to solve their problem via text
Encourage feedback
Conduct quick customer satisfaction surveys via SMS to improve the services offered by your call centers
Boost productivity
Quickly sort customer inquiries and prioritize complex ones, which gives your team more time to offer outstanding support.
Customer experience
Keep constant contact with customers, request feedback, follow-up after requests, and solve problems to make your customers happy.
SMS Solution Features
Two-way business texting for contact centers and customers
A single Agent Desktop interface for handling multiple channels of communication simultaneously
Automated scenarios can gather data, information about estimated waiting time, prepare screen pop, and more
Automate how SMS/texts are received and replied to, even after hours
Satisfaction surveys offered after contact
Transfer messages to other agents if needed