Contact Centers - SMS

When it comes to servicing your customers, it is important to allow them to contact your organization in the way that is most comfortable to them while still providing the same level of service as you would for traditional phone calls. T-Metrics manages Short Message Service (SMS) text messaging through the same universal queue that manages all other contact points (voice, email, web chat, social media, etc.). This means your agents utilize one application to interface with every contact channel.

Key Benefits:
  • Utilizes the same universal queue as all other contact channels

  • Multi-tasking across all contact channels

  • Supports local numbers and short codes (short numbers)

  • Integrated reporting