Call center SMS in the contact center refers to the use of omnichannel customer support in the form of texting or messaging instead of other channels. Examples include business text messaging platforms that send and receive messages.
SMS in call centers can be used by plugging messaging APIs directly into your product or platform applications. SMS contact centers also integrate SMS into their marketing campaigns.
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Leverage centralized data to create targeted omnichannel campaigns that deliver a consistent experience with Mass and 2 Way SMS, Voice, Email, and Webchat. Our omnichannel platform gives your contact center all the tools that it needs in one place.
Like a typical voice call center, an SMS contact center is a support hub that offers SMS services as its main method of interaction. Many companies have fully automated SMS contact centers but there are other options that include agent-managed SMS centers and a combination of both.
SMS marketing works seamlessly with other channels you’re likely already using to talk to customers, like email and social media platforms. Plus, it’s a great tool for marketing automation. If you’re not already using text messaging to reach your audience, launching this channel should be a key priority.
A two-way SMS platform is one that incorporates outbound and inbound text messaging into a unified service. SMS is one of the fastest-growing channels for business communication. And it’s no surprise as SMS engagement and costs outperform the more traditional phone and email.