More and more consumers are using SMS, email and other electronic media to interact with the businesses that serve them. The appeal may be the ability to fire off a request and come back later for an answer, or it may be the ease of using such media. For others, it may simply be a preference for communication that is less personal and more anonymous. OASIS on-call features a number of ways to support the use of new media and messaging throughout a customer’s contact strategy.

Enable agents to handle SMS and email
OASIS on-call contact centre supports media blending of both SMS and email traffic with voice traffic to the correct agent groups. Agents can handle such traffic as part of their normal workflow and can also send follow-up information to customers via SMS, MMS and email directly following a voice call with a fully integrated messaging component.

Fully automate SMS and email inquiries
Inbound SMS and email inquiries can also be answered with fully automated replies, and transactions such as meter readings, account registration, address collection or verification and directory inquiries may be handled fully automatically.

Reach large numbers of customers simultaneously and easily
OASIS on-call messaging may also be used for batch messaging, enabling contact centres to reach thousands of recipients at once for promotional offers, product or service news, payment reminders, public announcements and similar services.

• Address new target groups with data-driven services
• Reduce or more efficiently distribute workload through automated responses and automation of complete inquiries
• Support for a range of channels including SMS, email, and voice on a single platform
• Integrated service offer from Volt Delta including the messaging service provision or we are able to interface to existing systems with a very wide range of  standard SMS/C interfaces

For more information please contact us; refer to our product literature or email us directly at: info@voltdelta.net.