SMS Management
Datapoint offers two approaches to SMS solutions. One is for interaction hub solutions which typically deal with SMS messaging by having them converted into email format through a third party SMS provider before sending them into the unified queue for multi media routing under a common set of business rules. The same conversion process applies for outbound communications from the call centre.
The other approach, using the same provider, is a stand alone hosted service for those needed rapid access to SMS or MMS.
This can be used in a variety of ways primarily for proactive contact in outbound multi media campaigns and workflow triggered automated messaging. Typical uses include:
- SMS in debt collection/claims processing
- SMS for customer loyalty development – product availability, key date reminders, changes in personal account details
- SMS for real time alerts – deliveries, appointment reminders, impending changes/outages to core services
Multi Media Messaging
MMS is also an offered service. This allows the delivery of multi-media content which expands the scope of how messaging can be used in customer service. For instance, instructions, promotions and presentations can be sent in video formats instead of text based communication.
In the light of increased use of mobile devices, the steady increase in download speeds and the success that next generation devices such as the iPhone have had on increasing download volumes, this is an emerging capability that will suit certain brands.
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