The new SMS features are designed to help contact centres increase customer retention and satisfaction through the following: (1) Enable mobile customers to use SMS to communicate with the contact centre; (2) Have those SMS messages routed, recorded, and reported on the same way as other media types; (3) Enable contact centre agents to reply using SMS; and (4) Enable notifications to customers to be sent via SMS.
CIC, which already includes the ability to manage calls, faxes, e-mail, Web chats and generic objects, will now include proactive “push” features that, for instance, enable a bank to send an SMS alert when checking account funds have reached a customer-selected threshold.
CIC will also include routing features that will enable customers to send SMS messages, such as a request for a hotel confirmation number and address while traveling, which would then be routed, recorded and reported on the same way as any other interaction type.
“With the evolution of mobile devices and the convenience and flexibility SMS offers as a non-intrusive, ‘anywhere’ type of media, companies need to start thinking about how this technology can be applied to ensure they are not only retaining existing customers, but attracting the newest generation of customer,” said Interactive Intelligence ANZ country manager, Brendan Maree. “Imagine if you’re a retail company able to send SMS messages to customers about pre-selected items that go on sale. That’s a major service differentiator, particularly for today’s ‘power’ mobile user.”
In addition, Interactive Intelligence and its partners recognise the need to provide additional consulting services to help contact centres effectively use and deploy multi-channel options. Interactive Intelligence plans to release its new SMS features by the end of Q4 2008. They will be offered through the company’s global channel of more than 300 resellers, including CallTime Solutions, CPS Technology Group, United Business Solutions, AMTEL Communications, QPC, Tiecom, Hoodsweeney Technology, CTI Solutions, Pacific Technologies, Correct Solutions, and Geek IT in Australia, New Zealand and Papua New Guinea.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and enterprise messaging. The company was founded in 1994 and has more than 3,000 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is ranked among NetworkWorld’s top 200 North American networking vendors, is a BusinessWeek “hot growth 50” company, and is among FORTUNE Small Business magazine’s top 100 fastest growing companies. Interactive Intelligence employs approximately 655 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales offices throughout North America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached via: https://www.inin.com