- Reduce hold times for people who have to speak to an agent
- Open a new channel for callers to reach your organization
- Reduce call backs – customers can now text instead of call
- Fast way to increase capacity during high call volumes because SMS is asynchronous & chat agents can typically handle 2-3 sessions at a time
Norristown, PA & Galway, Ireland, June 25, 2019 /PRNewswire/ – WEBTEXT, a leading cloud provider of enterprise messaging, today announced the availability of IVR Messaging in a Five9 contact center. The solution gives cell phone callers the option to either continue to wait on hold to speak with the next available agent or seamlessly switch channels from voice to messaging, with either a chatbot or live Five9 contact center chat agent. Alternatively, the solution can also be configured to communicate solely with an IVR self-service menu by SMS.
“We’re very excited to be able to offer call deflection to Five9 customers”, said AJ Cahill, WEBTEXT CEO. “By giving callers the option of being able to deflect to messaging you reduce hold times for customers who really need to speak with an agent”.
As a pioneer in contact center messaging Webtext invented Call Deflection from an IVR hold queue. This patent protected Webtext messaging solution reduces caller hold times, opens a new channel, reduces call backs because callers can now text instead of call and increases contact center capacity during peak call volumes https://www.webtext.com/five9-messaging/
About WEBTEXT
WEBTEXT is a Five9 ISV partner and the leading messaging CPaaS (Communications Platform as a Service) for turnkey messaging solutions in contact center and CRM. WEBTEXT award winning and patent protected solutions are integrated with approx. 80% of all contact center and CRM platforms on the market, including, Five9, Cisco, Avaya, Amazon, Mitel, ServiceNow, Salesforce, Oracle and Genesys. WEBTEXT has the industry’s largest product specific messaging API library that supports over 50 platforms with over 100 unique software integrations. WEBTEXT global network of gateways delivers secure feature-rich smart messaging. No other CPaaS offers as many platform and product specific turnkey messaging integrations as WEBTEXT. WEBTEXT customers include government and Fortune 2000, as well as large and small enterprise. Learn more at www.webtext.com, or contact:
