Brendan Read of Customer Interaction Solutions magazine covers today's news that Interactive Intelligence would be adding short message service (SMS) as an additional media type to its all-in-one multi-channel contact center software suite, Customer Interaction Center or CIC.
The new SMS features are designed to help contact centers increase customer retention and satisfaction by enabling mobile customers to use SMS to communicate with the contact center; have those SMS messages routed, recorded, and reported on, the same way as other media types; enable contact center agents to reply using SMS; and enable notifications to customers to be sent via SMS.
Interactive plans to release the features by the end of Q4 08
Check out Brendan's article here.
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