|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/.
One of biggest questions about Big Data is “How do we harness all that information for business use quickly and effectively?” Geographic Information Systems (GIS) or spatial technology is about more than making maps, but adding critical context and meaning to data of all types, coming from all different channels – even sensors. In his session at @ThingsExpo, William (Bill) Meehan, director of utility solutions for Esri, will take a closer look at the current state of spatial technology and ar...
Sep. 30, 2016 11:00 AM EDT Reads: 481
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
Sep. 30, 2016 11:00 AM EDT Reads: 527
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
Sep. 30, 2016 11:00 AM EDT Reads: 3,986
Businesses are struggling to manage the information flow and interactions between all of these new devices and things jumping on their network, and the apps and IT systems they control. The data businesses gather is only helpful if they can do something with it. In his session at @ThingsExpo, Chris Witeck, Principal Technology Strategist at Citrix, will discuss how different the impact of IoT will be for large businesses, expanding how IoT will allow large organizations to make their legacy ap...
Sep. 30, 2016 10:45 AM EDT Reads: 441
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
Sep. 30, 2016 10:45 AM EDT Reads: 4,478
Ask someone to architect an Internet of Things (IoT) solution and you are guaranteed to see a reference to the cloud. This would lead you to believe that IoT requires the cloud to exist. However, there are many IoT use cases where the cloud is not feasible or desirable. In his session at @ThingsExpo, Dave McCarthy, Director of Products at Bsquare Corporation, will discuss the strategies that exist to extend intelligence directly to IoT devices and sensors, freeing them from the constraints of ...
Sep. 30, 2016 10:45 AM EDT Reads: 2,754
Complete Internet of Things (IoT) embedded device security is not just about the device but involves the entire product’s identity, data and control integrity, and services traversing the cloud. A device can no longer be looked at as an island; it is a part of a system. In fact, given the cross-domain interactions enabled by IoT it could be a part of many systems. Also, depending on where the device is deployed, for example, in the office building versus a factory floor or oil field, security ha...
Sep. 30, 2016 10:45 AM EDT Reads: 750
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...
Sep. 30, 2016 10:30 AM EDT Reads: 553
24Notion is full-service global creative digital marketing, technology and lifestyle agency that combines strategic ideas with customized tactical execution. With a broad understand of the art of traditional marketing, new media, communications and social influence, 24Notion uniquely understands how to connect your brand strategy with the right consumer. 24Notion ranked #12 on Corporate Social Responsibility - Book of List.
Sep. 30, 2016 10:30 AM EDT Reads: 231
Why do your mobile transformations need to happen today? Mobile is the strategy that enterprise transformation centers on to drive customer engagement. In his general session at @ThingsExpo, Roger Woods, Director, Mobile Product & Strategy – Adobe Marketing Cloud, covered key IoT and mobile trends that are forcing mobile transformation, key components of a solid mobile strategy and explored how brands are effectively driving mobile change throughout the enterprise.
Sep. 30, 2016 10:30 AM EDT Reads: 238
SYS-CON Events announced today that CDS Global Cloud, an Infrastructure as a Service provider, will exhibit 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. CDS Global Cloud is an IaaS (Infrastructure as a Service) provider specializing in solutions for e-commerce, internet gaming, online education and other internet applications. With a growing number of data centers and network points around the world, ...
Sep. 30, 2016 10:30 AM EDT Reads: 3,025
SYS-CON Events announced today that LeaseWeb USA, a cloud Infrastructure-as-a-Service (IaaS) provider, will exhibit 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. LeaseWeb is one of the world's largest hosting brands. The company helps customers define, develop and deploy IT infrastructure tailored to their exact business needs, by combining various kinds cloud solutions.
Sep. 30, 2016 10:15 AM EDT Reads: 3,353
Technology vendors and analysts are eager to paint a rosy picture of how wonderful IoT is and why your deployment will be great with the use of their products and services. While it is easy to showcase successful IoT solutions, identifying IoT systems that missed the mark or failed can often provide more in the way of key lessons learned. In his session at @ThingsExpo, Peter Vanderminden, Principal Industry Analyst for IoT & Digital Supply Chain to Flatiron Strategies, will focus on how IoT de...
Sep. 30, 2016 10:15 AM EDT Reads: 1,296
There is little doubt that Big Data solutions will have an increasing role in the Enterprise IT mainstream over time. Big Data at Cloud Expo - to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA - has announced its Call for Papers is open. Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is...
Sep. 30, 2016 10:00 AM EDT Reads: 2,751
The Internet of Things can drive efficiency for airlines and airports. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Sudip Majumder, senior director of development at Oracle, will discuss the technical details of the connected airline baggage and related social media solutions. These IoT applications will enhance travelers' journey experience and drive efficiency for the airlines and the airports. The session will include a working demo and a technical d...
Sep. 30, 2016 10:00 AM EDT Reads: 1,831
Big Data has been changing the world. IoT fuels the further transformation recently. How are Big Data and IoT related? In his session at @BigDataExpo, Tony Shan, a renowned visionary and thought leader, will explore the interplay of Big Data and IoT. He will anatomize Big Data and IoT separately in terms of what, which, why, where, when, who, how and how much. He will then analyze the relationship between IoT and Big Data, specifically the drilldown of how the 4Vs of Big Data (Volume, Variety,...
Sep. 30, 2016 10:00 AM EDT Reads: 1,223
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....
Sep. 30, 2016 10:00 AM EDT Reads: 4,225
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, discussed the importance of WebRTC and how it enables companies to focus...
Sep. 30, 2016 10:00 AM EDT Reads: 2,400
For basic one-to-one voice or video calling solutions, WebRTC has proven to be a very powerful technology. Although WebRTC’s core functionality is to provide secure, real-time p2p media streaming, leveraging native platform features and server-side components brings up new communication capabilities for web and native mobile applications, allowing for advanced multi-user use cases such as video broadcasting, conferencing, and media recording.
Sep. 30, 2016 09:45 AM EDT Reads: 3,264
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...
Sep. 30, 2016 09:45 AM EDT Reads: 243