Keep your phone number(s) with your existing provider and seamlessly port over only the SMS/texting portion of that number to Xima’s Contact Center.
This new feature allows you to keep your phone calls the way they are, uninterrupted, and add in the additional function of SMS capabilities in your contact center.
In today’s digital age, customer demographics are increasingly inclined to text rather than make phone calls. Providing SMS capabilities allows you to cater to this preference, offering customers a convenient and familiar communication channel. And with this latest feature, you can offer your primary phone line to customers for texting!
With SMS messaging, agents can handle multiple customer inquiries simultaneously, engaging in back-and-forth conversations without the constraints of a single phone call. This capability significantly boosts agent productivity and responsiveness.
Offering SMS functionality opens up another avenue for customers to connect with your Contact Center. Some customers may find it more comfortable or practical to send a text message rather than make a phone call, especially when privacy or convenience is paramount.
The ability to report on and review SMS correspondence provides supervisors with valuable insights into agent performance. Supervisors can identify trends, analyze interactions, and provide targeted feedback to improve customer service quality.
For busy contact centers, multiple customers can communicate with a single agent simultaneously.
Rather than waiting on hold, customers can send a message and receive a quicker response from an agent.
Leverage two methods of communication (Voice and SMS) with the same phone number for enhanced customer interaction.
Increase customer communication efficiency and decrease long hold times.
Full Cradle to Grave and historical reporting for SMS messaging
Automated quality assurance, or Auto QA, uses AI, natural language processing, and speech analytics to evaluate customer interactions automatically. Instead of a supervisor listening to
Contact centers are under pressure to manage rising interaction volumes, reduce agent turnover, and meet customer expectations for fast, accurate resolutions. At the same time, managers must maintain service quality and control costs, often without adding more staff. Artificial intelligence (AI) gives contact centers practical tools to meet these demands by automating repetitive workflows, improving visibility into customer interactions, and supporting agents with real-time insights.
Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and our Social Media Integration.
Thursday, September 12, 2024 | 11:00AM ET
