Now contact centers can communicate with customers by text messages.

PositionNew Products

The benefits of mobile messaging have been extended to the contact center through a new product called Contact Center Text Message, offering by SoundBite Communications Inc., Bedford, Mass.

The company says that the product is the first solution to enable an organization to communicate with consumers using a seamless combination of automated or agent-assisted interactive text messaging. The solution leverages SoundBite's Dialog Engine and Agent Text Portal, features available on SoundBite Engage, the company's multichannel communications platform.

The company says the product enables banks to reduce customer support and telephony costs while increasing customer loyalty and satisfaction. Unlike traditional voice-based support, text messaging enables agents to simultaneously support multiple consumer interactions, which increases agent productivity. Texting also frees consumers from long hold times waiting to speak with an agent. Consumers simply send a private text message and look forward to a quick response.

The solution enables mobile consumers to initiate or respond to important messages from a...

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