Mobile Phone
Call Centre SMS Integration with CONTACT™

Call Centre SMS integration made fast and easy

  • If your call centre is sending or receiving SMS (text messages) CONTACTTM will improve both your customer service and your efficiency.
  • If you want to introduce SMS services, CONTACTTMmakes it fast and easy.

You can use CONTACTTM in your call centre alongside your existing ACD (Automatic Call Distribution) system - and it works in a similar way. CONTACTTM queues inbound SMS, email, web chat or fax messages and delivers them to the relevant agent in each queue.

You can also use CONTACTTM to automate inbound and outbound SMS messages, for things like account balance requests, orders, promotions, surveys and more.

Designed for organisations with 5,000+ records on their database, with CONTACTTM you can create inbound and outbound campaigns or give your operators the ability to send and receive SMS one-on-one with your customers.

What's more, it gives you the real time knowledge, reporting and management controls you need to ensure service quality and staff accountability. Any department in your organisation can use CONTACTTM for their own communication, with separate reporting. All communications are tracked on the customers' record, giving you a single view.

The use of SMS in place of voice or direct mail is helping organisations worldwide reduce cost and improve service. CONTACTTM makes SMS integration easy for your call centre.

SMS integration with CONTACTTM gives you:

  • Fast easy provisioning - get started quickly
  • Integration with existing CRM and ACD Systems
  • Broadcast scheduling, throttling and sociable hours rules
  • Support for Short Codes - to make customer response easy
  • Keyword matching to direct inbound messages to the right people in your team
  • Support for messages longer than 160 characters
  • Templates for automated responses - to help quality and efficiency
  • Message Quality Control including spelling, grammar and vocabulary usage
  • The ability to let team leaders review outbound SMS before they are sent
  • Queuing with real-time reporting on wait times, handle times and grade of service
  • Message Delivery receipts - to give you the control you need
  • Full message history - for order tracking and accountability

You can use CONTACT™ hosted, as Software as a service (SaaS), accessing it securely over the Internet and paying as you go. Or you can host CONTACT™ on your own servers, within your own firewall.

View the demo to see how CONTACT™ could work for you -  click here.

Download PDF for more information

Top of page