Messaging Channel

With CT Suite SMS Messaging Channel, your customers can easily connect with you by way of phone text messaging (SMS & MMS). 

ALL THE TOOLS TO HANDLE CUSTOMER SMS!

Route, Respond, Manage and ensure your customer SMS interactions are handled. 

SORRY, BUT SOMETIMES YOUR CUSTOMERS DON’T WANT TO TALK TO YOU…

So, why are you making them?

In today’s crazy, demanding times our customers need easy,
quick methods of communicating with our organizations. Self-service is great but not all needs can be addressed without human interaction and agents are stretched thin in many businesses. 

Message Handling

Ensure proper handle time and routing by having CT Suite route all messages through blended routing. 

Messages threads persist and multiple agents can service your customer requests.

Escalate from SMS to voice channel or 3rd party video call, when the conversation requires a greater level of interaction or collaboration.

Agents can support up to 6 concurrent SMS messages.

Features

Text Messaging integrated with the contact center

Routing

Route text messages requests to the right queues based on customer information and by way of advanced routing: Last AgentArea Code and Keyword.

Canned & Auto Responses

Use personal and system templates\canned responses to quickly address customer requests. Provide auto messages to a customer during chat (e.g, Good Morning.)

Security

Messages are encrypted in transit and at rest once inside the CT Suite platform, when required implement Two factor user authentication.

Persistent Conversation

The message thread is maintained regardless of who in your contact center the customer is messaging with.

Self Service Bot

Integrate with your preferred Chat BOT service, hand off to agent when needed.

Customer Journey

Agents have visibility to view all customer interactions, including SMS. Use CT Suite analytics or Integrate third party analytics tools to query for the data you need. 

Move callers to SMS

Offer SMS as an alternative way to communicate to mobile callers waiting in voice queues.

Callback

Offer a callback to callers waiting in voice queues by sending them SMS with option. Use CT Suite outbound channel or custom integrations for outbound calls.

Whitelist

Opt-out campaign management integration ensuring you do not message customers who opted out. 

Platform Integrations

CT Suite provides pre-built and ready to go integrations to both the Avaya, Twilio and Plivo CPAAS platforms.