11 July 2016
Find out about Contact Center SMS at WPC for a chance to win a Surface Book!
Did you know that text messaging is the most widely and frequently used app on smartphones? According to Pew Research Center, 97% of Americans use text messaging at least once a day.
Studies show that giving customers the option to contact organizations through their preferred channels is the best way to improve customer loyalty and brand reputation. With so many people using text messaging, it makes sense to update your contact center tools so that your agents can help your customers via SMS.
With the latest version of ice Contact Center, agents can handle SMS from customers. Incoming SMS messages are delivered to agents through the Skype for Business client and agents can respond to them the same way they would an IM or webchat. This provides customers another channel in which they can contact your organization while allowing agents to continue answering requests the same way they do today, reducing retraining requirements.