UJET Introduces Multi-Media Text Messaging

Customer service starts with telephony, sounds sophomoric, right? But at the heart of every contact center is telephony, and today, this telephony is required to be more – to be omnichannel. The digital era demands more, it’s that simple. VoIP providers and contact center solution providers alike are hearing the call and working to answer these omnichannel cries.

UJET unveiled the addition of live multi-media sharing over text messaging. Specifically speaking, the newly added functionality enables in call texting and multimedia sharing over IVR.

“We are excited to release one-touch in-call texting abilities to enable most of our smart actions to our voice and IVR customers outside of the mobile or web SDK,” said Anand Janefalkar, Founder and CEO, UJET. “This innovative feature is a direct result of feedback from our customers for cases where the end user is first interacting with a product or service before downloading an app or signing up with the service. In-call texting instantly enables the power of visual media to get customer service agents and end customers on the same page fast.”

The ability to share screenshots and photos while on the phone with a contact center agent is not new for UJET users, but now without requiring the download of its app or leveraging smart actions in its SDK contact centers can better deliver on expectations.

The cloud contact center solution allows agents to request specific information via text message to a customer’s smartphone. In doing, agents receive the information needed to provide effective and rapid resolution to a customer query.

UJET is working toward supporting the always-on, always plugged-in work in which we live. Spanning the web, phone and mobile apps, UJET is positioned to prosper in the omnichannel era.

Are your communications in the cloud?

  

Edited by Maurice Nagle