Cisco Americas Customer Collaboration Sales Summit, Dallas,TX — 1st October 2014
WEBTEXT™, the leading cloud messaging provider for enterprise and contact centers, today announced the integration of their full suite of SMS Text Messaging services for both the Cisco UCCX & UCCE platforms. This integration includes ongoing SMS interaction via Social Miner using the new Multisession Finesse native web chat capability available in Cisco UCCX 10.5 software release.
As the WEBTEXT solutions portfolio is rolled out, further integrations will be announced shortly for UCCE contact centers and related platforms.
WEBTEXT’s CEO and Co-founder A.J. Cahill explained: “Text enabling a Contact Center will increase productivity in 3 ways. It will reduce incoming calls because any toll-free line will be able to receive and reply to customer texts. It will reduce the caller queue by giving customers the option to skip the queue for voice contact with an agent and an immediate text response. Finally, it will reduce customer call backs by empowering agents to use Text in support of voice, even while a caller is still on the line, and handle multiple callers simultaneously.”
About WEBTEXT
WEBTEXT provides cloud messaging services that enable businesses, organizations and their contact centers send and receive SMS text messages. By moving voice callers to a new and effective channel, SMS text messaging increases productivity and customer satisfaction.
WEBTEXT delivers an end to end solution combining expertise, technical solutions, network access, training and support. WEBTEXT’s cloud based service makes integration fast, painless and low cost.
The benefits of adding Text Messaging to an enterprise’s communications toolbox include:
- reduced incoming and outgoing call volumes
- reduced queue times and call backs
- increased customer satisfaction
- increased productivity
WEBTEXT’s customer base is international and includes leading companies and organizations in the areas of Contact Center and CRM software, telecoms, education, entertainment, finance and insurance, health, retail, hospitality and security.
