SMSConnect is a SMS communication product available from InteractCRM with specific focus on customer service applications and contact centers. This product may be deployed in an Avaya or non Avaya infrastructure setting with all the functionality mentioned below. Specific integrations with the Avaya Interaction Center have been created and certified, making it a seamless fit into an Avaya Interaction Center based contact center.

SMSConnect for Industry applications
SMSConnect can be used across multiple industries to provide superior customer service and flexibility to the customer around the clock with and without human intervention. Specific applications are available for, Banking, Insurance and Financial Services, Retail, Travel and Logistics, Airline, Healthcare, Government Agencies and Telecom Service Providers.

SMSConnect for Avaya Interaction Center (AIC)
SMSConnect for Avaya IC is an Avaya compliance tested SMS Media Channel for the Avaya Interaction Center solution. SMSConnect provides comprehensive channel management features and has the following modules:

Interaction Manager
Enables 2 way SMS interactivity between customer cell phone and Avaya IC
 
Response Manager
Enables automated IVR type customer self service via SMS by connecting customer cell phone to the Organizations backend systems

Campaign Manager
Enables rule based list management and bulk outbound messaging to customers from Avaya IC

Feedback Manager
Enables automated SMS satisfaction surveys for contacts managed by Avaya IC

Proactive Alerts
Enables proactive rule and schedule based outbound alerts to customers via SMS and email

Administration / Designer
Enables user management, access rights, application management, Business rule creation, campaign / list creation and deployment

Reports
Provides comprehensive reporting on user activity, message activity, campaigns, interactions, agents, customers

SMSConnect enhances an Avaya IC contact center with the following functionality:

	Send and receive SMS messages from customers using the Avaya IC agent interface.
	Identify SMS contacts uniquely in the multi channel contact history of the customer and access past SMS messages along with other contacts.
	Allow customers to send SMS and receive automated responses to their SMS. Think of it as a SMS version of an IVR where no agent involvement is required
	Built in failover to Agents if an automated response cannot be generated to the customer query
	Run automated SMS surveys for incoming calls from customers as soon as the call ends.
	Apply packaged business rules on call screening, agent intervention, customer selection, time gap setting
	Accurately map the response from the customer to the agent for reporting and analysis
	Run proactive outbound sales and marketing campaigns and send the response to the agent or save it directly to the database for reporting and analysis
	Build campaign lists and Response rules using a sophisticated business rule engine
	Upload customer list directly from different data sources like Excel, third party database etc.
	View comprehensive reports, both data and graphical, across customers, activity, performance and agent in a drill down fashion
	Extend or add custom reports to the system
	Create schedule based alerts and send them as SMS messages using pre-defined business rules.