5 billion people have mobile phones – a staggering amount.
More importantly – people use these phones as their primary communications vehicle – quite often they have no home phone alternative. Millennials and Gen Z have transformed the workplace – the contact center is next.
This is why its important for contact centers to embrace this technology – if they have not already.
Call center company UJET is allowing for the rapid deployment of smartphone capabilities without replacing an entire call center stack.
The company’s new SMS Adapter lets anyone on using Salesforce CRM to quickly implement and deploy in-call SMS capabilities and smartphone features such as photos, video, and screenshots in collaboration with their existing IVR system.
With the new SMS Adapter, support agents and supervisors can:
● Extend capabilities within Salesforce CRM, making it easy to maneuver between panels, send and retrieve data, and ensure that customer’s profiles and tickets are up-to-date.
● While on the phone with customers, add a fluid omnichannel experience to gather more context and resolve issues faster.
● Optimizing the customer experience by utilizing contextual data and smartphone functionality.
● Easily fits into any existing contact center technology stack, making for a rapid deployment, easy onboarding process, and fast time to ROI.
“The digital transformation of customer support and the move to the cloud means that enterprises no longer need a one-size-fits-all contact center solution,” said Anand Janefalkar, Founder and CEO of UJET. “Now, with the new SMS Adapter, no matter the IVR system, agents can easily spin up a fluid SMS experience while on the call and utilize our patented smart actions, and ensure a reduction in handle time and increase in customer satisfaction.”
This is great news for companies who are embracing their customers and how they prefer to communicate. Future service needs to be on the terms of the customer and UJET is certainly allowing this to happen!
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