October 15, 2012
Text Messaging - The New Contact Center Channel
Consumers no longer have one or two mediums through which they wish to access information on various products. Snail mail and the traditional landline have given way to technologies that offer real-time interaction. Text messaging, the same activity that rendered hundreds of thousands of teen thumbs unusable, is now one of the most viable options.
When a company zeros-in on how to please the customer, they’re going to see their loyalty grades skyrocket and profits follow along. AcuCall is assisting companies in developing a brand that is bolstered by text messaging in their advanced, optimized and efficient contact centers. AcuCall provides automated customer interaction and customer management solutions for call centers and those businesses that provide similar services.
As a customer-facings solution, AcuCall not only addresses the cost of ownership that is an issue for many call centers, they also provide virtual agents and assist in the various disconnects that a call center might experience throughout the day.
Text messaging is an important component in advanced call centers with timely products and services to provide their list of customers. Voicemail, e-mail, instant messaging, chat, fax, and SMS text messaging are all mediums that call centers must consider to reach the widest swath of consumers possible.
AcuCall brings a software solution to call centers that is centralized. All interactions and data that is needed to process automated call distribution is accessible in the all-in-one software solution from AcuCall. Scripting and reporting is there too, as is the auto-dialer and interactive voice response solution, all in one place.
AcuCall is customizable, which means only the fields they want to see in the ACM will be there. Companies with satellite offices will also have access to the information from remote sites with the ACM. Not every company utilizes the same phone system, but that’s not a problem with AcuCall – it can handle SIP, IP, cell, PSTN and softphones.
System, phone and management features are rich with AcuCall’s solution, with phone features including everything from call restriction levels to auto-attendant and auto-dialing. The management features offer real-time supervision, customizable reporting, real-time systems updates and campaign creation tools that are virtually unlimited. The system features include unified message retrieval, white label ready, web-based self-help and prompted response, among many others.
Not every company is ready to drop their software and start anew, and downtime is not a possibility for many customers, which is why AcuCall allows legacy software integration. The Web API allows intelligent screen pop, which is a perk for those companies not ready to ditch the solutions they’ve invested too much money in already.
Edited by Allison Boccamazzo
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