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: