Quick and Easy Text Enablement for your Customer Experience Management Solutions
Today’s consumer wants to choose, where, when and how they connect. That means that voice is now being augmented with chat, video, email and more recently texting (SMS). A rich toolset is required to give consumers the experience they want, wherever and whenever they need to connect.
Texting is the medium of choice with many of today’s consumers. Mobile phones are everywhere and are convenient and easy to use. Not only does text provide another customer touch point opportunity, it can also enhance productivity for those in your organization who use customer contact solutions.
Want to reduce call wait times and enhance customer service? Using text, routine customer enquiries can be answered and resolved in seconds. Valuable voice resources are freed up for more complex interactions.
To enable these types of solutions, Avaya has introduced the Avaya Engagement Development Platform, a unique application development environment that enables the user to quickly and easily create and integrate new capabilities into existing Avaya solutions. The resulting tailored services can drive efficiency in your business and positively differentiate the way you respond to customers. Engagement Development Platform is:
- An open, extensible applications development environment
- A single, integrated platform for the merging needs of Team and Customer Engagement solutions
- Multimodal, working across channels, processes, and systems
- Fully integrated into the Avaya Aura® Platform for rapid integration with built-in scalability, security and virtualization
A core part of the Avaya Engagement Development Platform architecture is the ability to “snap-in” capabilities from Avaya and our partners to reduce development costs and speed time to market. The Webtext 2-way SMS Connector is a great example of this kind of snap-in capability in action. avaya.com | 1 Text enable your contact center and you can see immediate gains in productivity and customer service: • Reduce caller queues, inbound call volumes and customer call backs • Increase agent productivity, resolution rates and customer satisfaction.
Simply put, it helps businesses get callers off hold by enabling them to send and receive text (SMS) messages to and from their Avaya Engagement Development Platform applications. A sample use case makes this value clear:
A retailer has an app that is widely used by its customers to order merchandise, check on promotions and see the status of their orders. To date, any issues with ordering or follow up questions have necessitated a call into their customer contact center. With Avaya Engagement Development Platform and the Webtext 2-way SMS Connector Snap-in, texting can be added to the application, helping to provide enhanced service, reduce abandon rates and deliver higher agent efficiency. Customers send and receive text messages to and from the same 800 number they might have called. There’s no need for costly additional application development or user training. Contact center agents use tools already familiar to them….
3 Steps to Increased Productivity
Text enabling customer contact with Avaya Engagement Development Platform and the Webtext 2-way SMS Connector Snap-in helps move callers from voice to text enabling an increase in productivity in three ways:
- Reduce caller queues by TEXT ENABLING your CALLS. Customers will be given the option to skip the queue for voice contact with an agent and get an immediate Text response. Caller queue times and abandon rates can be reduced.
- Reduce inbound calls by TEXT ENABLING your NUMBER. Any toll or toll-free line will be able to receive and reply to customer texts. This can improve customer service, especially for those who may already prefer to use text.
- Reduce customer call backs by TEXT ENABLING your AGENTS. By empowering them to use Text in support of voice, even while a caller is still on the line, first time resolution rates and agent productivity will be increased. Thanks to user-friendly screen-pops, Text Enabled agents will see full text history and be able to handle multiple customers simultaneously.
Texting may be just the beginning
Once you’ve seen how easy application creation is with Avaya Engagement Development Platform and Snap-ins like the Webtext 2-way SMS Connector, a world of possibilities will open up for other snap-in based solutions, like real-time speech, big data, work assignment and many other capabilities. You’ll be surprised how easy it is to create real differentiation in your customer interactions!
Learn More
Avaya Engagement Development Platform and the Webtext 2-way SMS Connector create opportunities to add substantial value to any enterprise. To learn more, contact your Avaya Account Manager or Avaya Authorized Partner, or visit us at avaya.com.
About Webtext LLC
As an Avaya DevConnect Technology Partner, WEBTEXT works closely with Avaya development and solution teams and is a two-time winner of the prestigious Avaya Innovation Award for 2013 and 2014. WEBTEXT’s cloud based service makes integration into Avaya contact centers fast, efficient and cost effective. To learn more about Webtext, visit us at webtext.com.
