Webtext was recognized specifically for its SMS Gateway Service, which provides a new communication channel for businesses, using compelling text messaging capabilities to engage and service their customers. SMS texting from Webtext is set to revolutionize the way contact centers operate. Callers can now receive a written response to their questions, directly to their cell phones. SMS texting gives them written confirmation of addresses, delivery status, reference numbers and other important data that they will need to access later. Call-backs to the contact center are reduced, time and cost are saved and caller experience is enhanced.
Integration into Avaya software couldn’t be easier. For live agent applications, Webtext will provide instant access to the telecom networks. The agent interface is simplicity itself and is fully integrated into the Avaya screen. Users of Avaya Aura® Contact Center or Elite Multichannel can even text their callers while they are still on the line. The service allows the agent to send an SMS text message addressed and ready to go based on the cell phone number of the caller. Message templates are available to agents, minimising the actions required to dispatch the appropriate message.
For automated notifications such as appointment reminders or process updates, the Webtext solution provides outbound SMS text messaging with Avaya Proactive Outreach Manager and customers get key data as soon as it’s available. No additional software or hardware is required to implement these solutions.
Avaya’s on-line publication “Connected” comments: “The SMS Gateway is a first for Avaya and for the industry and will help set Avaya apart from the competition. “
For further information, contact:
Bill Roxby, Business Development and Marketing, Webtext
Email: sales at webtext.com