Textel, RingCentral Deliver Multi-Directional Texting

Cloud-based texting platform Textel announced its partnership with RingCentral, cloud-based communication provider, to bring full SMS and MMS capabilities to customers.

Cloud-based communications are internet-based voice and data communications tools for businesses that allow them to communicate on any device at any time. Text messaging is becoming an increasingly important part of businesses communications, not only internally, but with customers, who prefer to interact with brands across different channels depending on what is most convenient in the moment.  Adding SMS/MMS capabilities allows businesses to communicate with customers using customers’ channel of choice.

Textel’s integration, built into the RingCentral Contact Center, will provide users flexible, two-way dialog with their customers via SMS and MMS from their existing business numbers and DIDs.

“Providing customers with a reliable, secure and scalable business communications solution is core to our cloud communications platform,” said David Lee, vice president, product management at RingCentral. “The integration of Textel with RingCentral gives customers a platform that’s both easy to use and opens up an entirely new channel of interaction through SMS and MMS texting.”

Through the partnership, contact centers will be able to reduce the average hold time and improve customer satisfaction ratings because of skills-based routing, agent-initiated and mass outbound texting, agentless text bots, interactive text response, call deflection and group texting.

“We’re excited to work with RingCentral and bring the benefits of our offering to RingCentral customers through our integration,” said James Diel, CEO at Textel. “As part of the integration, businesses can experience improved customer service while reducing call volumes and operational costs.”

In addition, Textel integrated with RingCentral’s unified communications as a service platform. This will enable businesses to use SMS and MMS for mobile lead generation, website conversion to chat, booking appointments and reminders, promotions and cross-department communications via the RingCentral unified app available on desktop, web and mobile.

Edited by Erik Linask