The simplicity and sheer dominance of SMS makes it an essential channel for customer interactions. With 7.9 trillion SMS messages being sent globally in 2014, this channel provides a tremendous opportunity to communicate with customers at a lower cost while enhancing the customer experience.
Use SMS text messaging to support consistent service and meet customer expectations. The Interactive Intelligence Customer Interaction Center® (CIC) all-in-one platform lets your organization manage SMS along with all other types of interaction media channels – phone, email, web chat, social media, etc.
Leveraging the CIC universal routing engine, SMS interactions are directed both inbound to agents and outbound to customers according to universal business rules. This means contact centers can better meet customer expectations for effective, consistent service via their channel of choice.
Outbound SMS capabilities within CIC support proactive SMS alerts to customers. Based on business rules, these notifications can be targeted to a specific customer profile and needs – dramatically improving the customer experience and operational efficiencies by ensuring customers receive the information they need at the right time. Proactive alerts can be sent for a number of reasons.
- Changes in airline flight schedules
- Reminders for medical appointments
- Notifications that checking account funds have reached a customer- selected threshold
Available SMS Text Messaging Features
- Outbound SMS messages based on pre-defined business rules
- Outbound SMS “push” messages via lists
- Chat-like conversations between a customer and an agent
- Support and configuration for multiple HTTP-based SMS brokers
- Text masking to protect confidential information
- Tracking within CIC reporting tools
- Real-time monitoring and tracking to assess how agents manage SMS conversations
- Outbound SMS “push” messages via lists
- Alerts based upon rule driven criteria such as message content, customer value, conditions, and context
- Natively available with Interaction Process Automation™ (IPA) for use in multi-phase processes
Interactive Intelligence Customer Interaction Center® (CIC) SMS Channel
Our Other Methods for Multi-Channel Contact
Contact us today to learn more about our SMS text messaging services.