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  • 1.  Being creative with SMS

    Posted 04-24-2023 09:16
    No replies, thread closed.

    Hey Community, I would love to hear how you are using SMS creatively in your contact center. Some of the ones that I thought of were:

    Pivot live call to SMS (instead of call back)
    Confirmation after another channel interaction
    Agentless notifications

    What else, those seem to be pretty boring to those that are killing it out there. 

    Thoughts?


    #DigitalChannels

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    Joel Krause
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  • 2.  RE: Being creative with SMS

    Posted 05-02-2023 07:33
    No replies, thread closed.

    Disclaimer: We use our own SIP & SMS with GC, so some of the functionality may not be available with off-the-shelf SMS

    Along with the uses you noted. 

    - SMS Call Back instead/in addition to Queue Callback 
    - Pushing Documents/links from IVR to callers who are calling in from a mobile line
    - Pushing users to a web page to gather information not suitable for IVR gathering (VIN, Alphanumeric data elements, etc) 
    - Pivot SMS interaction to live call 
    - SMS Chatbot (self service, order status for example)
    - 2FA to verify Caller / Caller ID / filter spoofing 
    - Trigger web survey





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    Ivan Kovacevic
    Star Telecom
    www.startelecom.cloud
    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 3.  RE: Being creative with SMS

    Posted 05-04-2023 11:49
    No replies, thread closed.

    One of the potential limitations I can see (with the built-in SMS) is that the broker handles Opting out / in. If a customer opts out, from what I've seen, you don't get a failure notification if you try to send a message. So you need to be careful not to essentially lose an interaction.



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    Paul Simpson
    Eventus Solutions Group
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  • 4.  RE: Being creative with SMS

    Posted 05-04-2023 11:57
    No replies, thread closed.

    Yeah, and that's why "rolling our own" works better. We get more detailed delivery / failure receipts. 



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    Ivan Kovacevic
    Star Telecom
    www.startelecom.cloud
    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


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