|By Business Wire||
|March 17, 2014 06:26 PM EDT||
As customer service costs continue to climb, companies look to automation as a solution, however, this often comes at the expense of satisfaction and loyalty. To help businesses better serve customers in a cost-effective and efficient way, OneReach today introduced an SMS customer service offering – SMS Call Center – that changes the face of inbound service by providing the ability for companies to directly convert incoming calls to text conversations, which are convenient and flexible for customers. The company is showcasing the platform at Enterprise Connect, March 17-20, 2014 at the Gaylord Palms in Orlando, Fla.
According to a study from J.D. Power & Associates, 93 percent of IVRs have resulted in decreased customer satisfaction versus talking with an agent. Providing a Web chat channel has shown to improve satisfaction by up to 65 percent, but customers who call in for assistance cannot be transferred directly to chat, meaning they have to abandon their phone call to switch devices and can feel they’ve lost the progress made through the IVR.
Pew Research Center’s Internet & American Life Project reports that text messaging is becoming a preferred method of communication among consumers, with 31 percent of mobile phone owners preferring to text instead of talk. The SMS Call Center offering from OneReach can transfer callers to a text message conversation with a live agent to address their needs in a simple, convenient text message exchange they can have from anywhere.
“Many call centers have adopted SMS as a marketing tool or for simple notifications, however, there are huge opportunities for businesses to use this powerful, always-available channel to engage in two-way communication with their customers,” said Rich Weborg, CEO of OneReach. “Our SMS Call Center application provides a smart bridge from an expensive, sometimes frustrating phone interaction to an efficient engagement that is cost-effective for businesses and convenient for the customer.”
When a customer calls in to a company’s IVR, the OneReach SMS Call Center platform provides the option for a caller to complete their interaction via text messaging instead of wading through IVR prompts or waiting on hold for an agent. The caller is prompted to press a button and is then transferred to text-based communication to resolve their request either through a live text conversation with an agent or an automated interaction.
The cost per interaction for SMS customer service is about 25 percent less than a phone call through the IVR. Companies that manage high quantities of service calls regarding a simple, specific action – such as a password change or tracking an order – can automate the SMS customer interaction so that an agent is not required, reducing the cost per interaction to about 25 cents.
OneReach allows call centers to create simple to complex SMS automation capability using OneReach’s visual designer. Text message applications can be set up quickly and easily without the need of development resources. For companies that don’t have a call center in place, OneReach can also provide standalone SMS, IVR and Web chat capabilities that are easy to set up, implement and manage.
Once SMS customer service is implemented, companies can further increase meaningful engagement with their customers, including adding point of sale integration and outbound communications that allow for two-way interaction. For example, an outbound reminder for an automatic re-order of a product sent via text can also ask customers if they would like complementary products added, and then confirm the sale through SMS.
OneReach is demonstrating its SMS Call Center platform at Enterprise Connect at booth 1914. More information on SMS Call Center can be found at www.onereach.com/callcenter.html.
OneReach facilitates interactive, two-way conversation between companies and their customers through a multichannel, automated communications platform. Created by a team of customer experience experts, OneReach helps companies enhance their customer service efforts by seamlessly incorporating voice, text messaging, email and other communication channels into a single communications system that increases customer loyalty while decreasing operational costs. OneReach seamlessly integrates with any back-end system without the need for development resources.
About Enterprise Connect®
Enterprise Connect® is the leading conference and exhibition in North America for enterprise communications and collaboration systems, software and services. Enterprise Connect® brings corporate IT decision makers together with the industry's suppliers, analysts and consultants to focus on the issues central to enterprise communications and collaboration networks. Enterprise Connect® owns and produces No Jitter, (http://www.nojitter.com/), providing daily blogging and analysis of enterprise communications, and it also serves the community with a weekly email newsletter, a Webinar Series and Virtual Events. For more information, visit http://enterpriseconnect.com/.
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lea...
Oct. 1, 2016 06:15 AM EDT Reads: 788
Almost two-thirds of companies either have or soon will have IoT as the backbone of their business in 2016. However, IoT is far more complex than most firms expected. How can you not get trapped in the pitfalls? In his session at @ThingsExpo, Tony Shan, a renowned visionary and thought leader, will introduce a holistic method of IoTification, which is the process of IoTifying the existing technology and business models to adopt and leverage IoT. He will drill down to the components in this fra...
Oct. 1, 2016 06:00 AM EDT Reads: 1,932
Your business relies on your applications and your employees to stay in business. Whether you develop apps or manage business critical apps that help fuel your business, what happens when users experience sluggish performance? You and all technical teams across the organization – application, network, operations, among others, as well as, those outside the organization, like ISPs and third-party providers – are called in to solve the problem.
Oct. 1, 2016 06:00 AM EDT Reads: 2,786
Digital transformation is too big and important for our future success to not understand the rules that apply to it. The first three rules for winning in this age of hyper-digital transformation are: Advantages in speed, analytics and operational tempos must be captured by implementing an optimized information logistics system (OILS) Real-time operational tempos (IT, people and business processes) must be achieved Businesses that can "analyze data and act and with speed" will dominate those t...
Oct. 1, 2016 05:45 AM EDT Reads: 1,332
If you had a chance to enter on the ground level of the largest e-commerce market in the world – would you? China is the world’s most populated country with the second largest economy and the world’s fastest growing market. It is estimated that by 2018 the Chinese market will be reaching over $30 billion in gaming revenue alone. Admittedly for a foreign company, doing business in China can be challenging. Often changing laws, administrative regulations and the often inscrutable Chinese Interne...
Oct. 1, 2016 05:30 AM EDT Reads: 623
I'm a lonely sensor. I spend all day telling the world how I'm feeling, but none of the other sensors seem to care. I want to be connected. I want to build relationships with other sensors to be more useful for my human. I want my human to understand that when my friends next door are too hot for a while, I'll soon be flaming. And when all my friends go outside without me, I may be left behind. Don't just log my data; use the relationship graph. In his session at @ThingsExpo, Ryan Boyd, Engi...
Oct. 1, 2016 05:15 AM EDT Reads: 1,433
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo Silicon Valley Call for Papers is now open.
Oct. 1, 2016 05:00 AM EDT Reads: 4,751
Adobe is changing the world though digital experiences. Adobe helps customers develop and deliver high-impact experiences that differentiate brands, build loyalty, and drive revenue across every screen, including smartphones, computers, tablets and TVs. Adobe content solutions are used daily by millions of companies worldwide-from publishers and broadcasters, to enterprises, marketing agencies and household-name brands. Building on its established design leadership, Adobe enables customers not o...
Oct. 1, 2016 04:45 AM EDT Reads: 568
If you’re responsible for an application that depends on the data or functionality of various IoT endpoints – either sensors or devices – your brand reputation depends on the security, reliability, and compliance of its many integrated parts. If your application fails to deliver the expected business results, your customers and partners won't care if that failure stems from the code you developed or from a component that you integrated. What can you do to ensure that the endpoints work as expect...
Oct. 1, 2016 04:30 AM EDT Reads: 1,812
WebRTC adoption has generated a wave of creative uses of communications and collaboration through websites, sales apps, customer care and business applications. As WebRTC has become more mainstream it has evolved to use cases beyond the original peer-to-peer case, which has led to a repeating requirement for interoperability with existing infrastructures. In his session at @ThingsExpo, Graham Holt, Executive Vice President of Daitan Group, will cover implementation examples that have enabled ea...
Oct. 1, 2016 04:00 AM EDT Reads: 1,656
Just over a week ago I received a long and loud sustained applause for a presentation I delivered at this year’s Cloud Expo in Santa Clara. I was extremely pleased with the turnout and had some very good conversations with many of the attendees. Over the next few days I had many more meaningful conversations and was not only happy with the results but also learned a few new things. Here is everything I learned in those three days distilled into three short points.
Oct. 1, 2016 04:00 AM EDT Reads: 5,478
SYS-CON Events announced today that ReadyTalk, a leading provider of online conferencing and webinar services, has been named Vendor Presentation Sponsor at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. ReadyTalk delivers audio and web conferencing services that inspire collaboration and enable the Future of Work for today’s increasingly digital and mobile workforce. By combining intuitive, innovative tec...
Oct. 1, 2016 04:00 AM EDT Reads: 3,127
Apache Hadoop is a key technology for gaining business insights from your Big Data, but the penetration into enterprises is shockingly low. In fact, Apache Hadoop and Big Data proponents recognize that this technology has not yet achieved its game-changing business potential. In his session at 19th Cloud Expo, John Mertic, director of program management for ODPi at The Linux Foundation, will explain why this is, how we can work together as an open data community to increase adoption, and the i...
Oct. 1, 2016 03:30 AM EDT Reads: 1,232
There is growing need for data-driven applications and the need for digital platforms to build these apps. In his session at 19th Cloud Expo, Muddu Sudhakar, VP and GM of Security & IoT at Splunk, will cover different PaaS solutions and Big Data platforms that are available to build applications. In addition, AI and machine learning are creating new requirements that developers need in the building of next-gen apps. The next-generation digital platforms have some of the past platform needs a...
Oct. 1, 2016 03:00 AM EDT Reads: 1,975
Fifty billion connected devices and still no winning protocols standards. HTTP, WebSockets, MQTT, and CoAP seem to be leading in the IoT protocol race at the moment but many more protocols are getting introduced on a regular basis. Each protocol has its pros and cons depending on the nature of the communications. Does there really need to be only one protocol to rule them all? Of course not. In his session at @ThingsExpo, Chris Matthieu, co-founder and CTO of Octoblu, walk you through how Oct...
Oct. 1, 2016 03:00 AM EDT Reads: 2,453