Today over 75% of the public would rather text than call a contact center.
NORRISTOWN, Pa. and GALWAY, Ireland (PRWEB) October 11, 2017
WEBTEXT, a leading provider of enterprise messaging, announced today it has significantly expanded person to person messaging across all Avaya contact center platforms, including, into AI chatbots with automatic escalation to a AACC, ACCS, EMC and Oceana contact center live messaging agent.
- Voice deflection to Facebook Messenger- deflect voice calls to either Messenger or SMS
- AI chatbot escalation - Escalate AI bot chats to live Avaya contact center agents via Messenger or SMS
- Voice agents can send Messenger or SMS texts to callers, including, a secure url link, order number or Google map address to callers while still speaking
“Today over 75% of the public would rather text than call a contact center”, said AJ Cahill, WEBTEXT CEO. “WEBTEXT is committed to messaging innovation and is constantly seeking superior solutions to move voice traffic to messaging so the public, especially Millennials who don’t use voice, can communicate in their preferred channel.”