Wednesday, 23 August 2017

SMS Call Back to enhance customer service

TeleWare
Wednesday 29 May 13

A new automated service has been launched enabling companies to provide an efficient response to telephone callers wanting commonly sought information, such as store opening times, address or the nearest tube station via a simple text message…

A new automated service has been launched enabling companies to provide an efficient response to telephone callers wanting commonly sought information, such as store opening times, address or the nearest tube station via a simple text message.

TeleWare, the leading provider of communications solutions for mobile and distributed workers, today announced the immediate availability of a new ‘SMS Call Back’ feature for customers using its inbound call management software.

Recognising the increased use of mobile phones by callers, the new feature allows the business to automatically capture the caller’s number and text back information in response to standard queries. The response back is preset by the business and is triggered by the caller’s selection on the phone.

“Making this information easily available to the caller on their mobile as a text message improves the customer experience and provides the caller with easy to use and accurate data,” explained Mark Lloyd, Product Manager at TeleWare Plc. “This is the latest development of a growing range of service enhancing features, along with our call recording and SIP Trunking capabilities, providing flexible solutions for inbound call management and communications capacity management,” added Lloyd.

The new feature is immediately available for all new and existing hosted services customers for the Intelligent Connect call management solution, and will be available to FeatureNet connected customers in October and to on-premise TeleWare customer installations through a software upgrade to V12 planned to ship in early 2014.


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