Click here to close now.

SYS-CON MEDIA Authors: Lori MacVittie, Esmeralda Swartz, AppDynamics Blog, Mike Kavis, Cloud Best Practices Network

News Feed Item

New SMS Customer Service Offering from OneReach Puts Support into Customers’ Hands

As customer service costs continue to climb, companies look to automation as a solution, however, this often comes at the expense of satisfaction and loyalty. To help businesses better serve customers in a cost-effective and efficient way, OneReach today introduced an SMS customer service offering – SMS Call Center – that changes the face of inbound service by providing the ability for companies to directly convert incoming calls to text conversations, which are convenient and flexible for customers. The company is showcasing the platform at Enterprise Connect, March 17-20, 2014 at the Gaylord Palms in Orlando, Fla.

According to a study from J.D. Power & Associates, 93 percent of IVRs have resulted in decreased customer satisfaction versus talking with an agent. Providing a Web chat channel has shown to improve satisfaction by up to 65 percent, but customers who call in for assistance cannot be transferred directly to chat, meaning they have to abandon their phone call to switch devices and can feel they’ve lost the progress made through the IVR.

Pew Research Center’s Internet & American Life Project reports that text messaging is becoming a preferred method of communication among consumers, with 31 percent of mobile phone owners preferring to text instead of talk. The SMS Call Center offering from OneReach can transfer callers to a text message conversation with a live agent to address their needs in a simple, convenient text message exchange they can have from anywhere.

“Many call centers have adopted SMS as a marketing tool or for simple notifications, however, there are huge opportunities for businesses to use this powerful, always-available channel to engage in two-way communication with their customers,” said Rich Weborg, CEO of OneReach. “Our SMS Call Center application provides a smart bridge from an expensive, sometimes frustrating phone interaction to an efficient engagement that is cost-effective for businesses and convenient for the customer.”

When a customer calls in to a company’s IVR, the OneReach SMS Call Center platform provides the option for a caller to complete their interaction via text messaging instead of wading through IVR prompts or waiting on hold for an agent. The caller is prompted to press a button and is then transferred to text-based communication to resolve their request either through a live text conversation with an agent or an automated interaction.

The cost per interaction for SMS customer service is about 25 percent less than a phone call through the IVR. Companies that manage high quantities of service calls regarding a simple, specific action – such as a password change or tracking an order – can automate the SMS customer interaction so that an agent is not required, reducing the cost per interaction to about 25 cents.

OneReach allows call centers to create simple to complex SMS automation capability using OneReach’s visual designer. Text message applications can be set up quickly and easily without the need of development resources. For companies that don’t have a call center in place, OneReach can also provide standalone SMS, IVR and Web chat capabilities that are easy to set up, implement and manage.

Once SMS customer service is implemented, companies can further increase meaningful engagement with their customers, including adding point of sale integration and outbound communications that allow for two-way interaction. For example, an outbound reminder for an automatic re-order of a product sent via text can also ask customers if they would like complementary products added, and then confirm the sale through SMS.

OneReach is demonstrating its SMS Call Center platform at Enterprise Connect at booth 1914. More information on SMS Call Center can be found at www.onereach.com/callcenter.html.

About OneReach

OneReach facilitates interactive, two-way conversation between companies and their customers through a multichannel, automated communications platform. Created by a team of customer experience experts, OneReach helps companies enhance their customer service efforts by seamlessly incorporating voice, text messaging, email and other communication channels into a single communications system that increases customer loyalty while decreasing operational costs. OneReach seamlessly integrates with any back-end system without the need for development resources.

For more information on OneReach, call or text 303-974-7351, or visit www.onereach.com. Follow us on Twitter @onereach, on LinkedIn, or “like” us on Facebook.

About Enterprise Connect®

Enterprise Connect® is the leading conference and exhibition in North America for enterprise communications and collaboration systems, software and services. Enterprise Connect® brings corporate IT decision makers together with the industry's suppliers, analysts and consultants to focus on the issues central to enterprise communications and collaboration networks. Enterprise Connect® owns and produces No Jitter, (http://www.nojitter.com/), providing daily blogging and analysis of enterprise communications, and it also serves the community with a weekly email newsletter, a Webinar Series and Virtual Events. For more information, visit http://enterpriseconnect.com/.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
SYS-CON Events announced today that robomq.io will exhibit at SYS-CON's @ThingsExpo, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. robomq.io is an interoperable and composable platform that connects any device to any application. It helps systems integrators and the solution providers build new and innovative products and service for industries requiring monitoring or intelligence from devices and sensors.
Wearable technology was dominant at this year’s International Consumer Electronics Show (CES) , and MWC was no exception to this trend. New versions of favorites, such as the Samsung Gear (three new products were released: the Gear 2, the Gear 2 Neo and the Gear Fit), shared the limelight with new wearables like Pebble Time Steel (the new premium version of the company’s previously released smartwatch) and the LG Watch Urbane. The most dramatic difference at MWC was an emphasis on presenting we...
Today, IT is not just a cost center. IT is an enabler and driver of business. With the emergence of the hybrid cloud paradigm, IT now has increasingly more capabilities to create new strategic opportunities for a business. Hybrid cloud allows an organization to utilize multi-tenant public clouds, dedicated private clouds, bare metal hosting, and the associated support and services for the right use cases through an on-demand, XaaS model. This model of IT creates tremendous opportunities for busi...
SYS-CON Events announced today that the DevOps Institute has been named “Association Sponsor” of SYS-CON's DevOps Summit, which will take place on June 9–11, 2015, at the Javits Center in New York City, NY. The DevOps Institute provides enterprise level training and certification. Working with thought leaders from the DevOps community, the IT Service Management field and the IT training market, the DevOps Institute is setting the standard in quality for DevOps education and training.
Business as usual for IT is evolving into a “Make or Buy” decision on a service-by-service conversation with input from the LOBs. How does your organization move forward with cloud? In his general session at 16th Cloud Expo, Paul Maravei, Regional Sales Manager, Hybrid Cloud and Managed Services at Cisco, discusses how Cisco and its partners offer a market-leading portfolio and ecosystem of cloud infrastructure and application services that allow you to uniquely and securely combine cloud busi...
Businesses are looking to empower employees and departments to do more, go faster, and streamline their processes. For all workers – but mobile workers especially – utilizing the cloud to reconnect documents and improve processes without destructing existing workflows can have a dramatic impact on productivity. In his session at 16th Cloud Expo, Mark Grilli, vice president of Acrobat Solutions marketing at Adobe Systems Incorporated, will outline new ways that the cloud is changing the way peo...
WSM International has launched a DevOps services division that offers assessment, consulting and implementation to large enterprises and organizations with complex infrastructures. The concept of DevOps is to blend information technology (IT) software development with operations to optimize the computing infrastructure according to the specific needs of the organization. According to a recent press release from Gartner, "By 2016, DevOps will evolve from a niche strategy employed by large cloud ...
SYS-CON Events announced today that Solgenia will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY, and the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Solgenia is the global market leader in Cloud Collaboration and Cloud Infrastructure software solutions. Designed to “Bridge the Gap” between Personal and Professional S...
SYS-CON Events announced today that QTS Realty Trust, one of the nation’s largest and fastest-growing providers of data center facilities and cloud services and a leader in security and compliance, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. QTS Realty Trust, Inc. (NYSE: QTS) is a leading national provider of data center solutions and fully managed services, and a leader in security and compliance...
SYS-CON Events announced today that WSM International (WSM), the world’s leading cloud and server migration services provider, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. WSM is a solutions integrator with a core focus on cloud and server migration, transformation and DevOps services.
SYS-CON Events announced today that MangoApps will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY., and the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. MangoApps provides private all-in-one social intranets allowing workers to securely collaborate from anywhere in the world and from any device. Social, mobile, and eas...
Sematext is a globally distributed organization that builds innovative Cloud and On Premises solutions for performance monitoring, alerting and anomaly detection (SPM), log management and analytics (Logsene), and search analytics (SSA). We also provide Search and Big Data consulting services and offer 24/7 production support for Solr and Elasticsearch.
The speed of software changes in growing and large scale rapid-paced DevOps environments presents a challenge for continuous testing. Many organizations struggle to get this right. Practices that work for small scale continuous testing may not be sufficient as the requirements grow. In his session at DevOps Summit, Marc Hornbeek, Sr. Solutions Architect of DevOps continuous test solutions at Spirent Communications, will explain the best practices of continuous testing at high scale, which is r...
Modern Systems announced completion of a successful project with its new Rapid Program Modernization (eavRPMa"c) software. The eavRPMa"c technology architecturally transforms legacy applications, enabling faster feature development and reducing time-to-market for critical software updates. Working with Modern Systems, the University of California at Santa Barbara (UCSB) leveraged eavRPMa"c to transform its Student Information System from Software AG's Natural syntax to a modern application lev...
DevOps is all the rage these days and with good reason as it promises to reduce the time-to-market for new applications. It also promises to improve change management, allowing teams to deploy changes to their applications quickly and efficiently. However, DevOps isn’t something you buy, install, or implement; rather it is the symptom of an appropriate organizational system. In his session at DevOps Summit, Mark Thiele, EVP, Data Center Technologies at SUPERNAP International, will discuss how ...