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Voice4Net Launches New SMS ACD Module for its WebRTC Framework Contact Center SolutionsDallas, TX, November 17, 2016 — Voice4Net, a leading provider of customer interaction and voice communications solutions for businesses, today introduced the Voice4Net SMS ACD module, the latest enhancement to its award-winning WebRTC Framework suite of contact center solutions. The SMS ACD module empowers contact center agents to interact with customers through two-way text messaging over their mobile devices, easily incorporating this ubiquitous communications channel into the customer service experience and enhancing the business’s ability to effectively engage its customers. The new module will be integrated into Voice4Net’s portfolio of WebRTC-based solutions under its RTC Framework series of products, which includes its browser-based RTC Client solution—a customizable, widget-based agent desktop—as well as its flagship CCHD solution. It can also be deployed as a standalone product without the need for integration into an existing PBX or ACD system, or can be integrated into third-party ACD and PBX platforms. This allows companies to seamlessly incorporate WebRTC-based text messaging capabilities into a variety of legacy contact center environments. The module can be deployed in both hosted and premise-based environments, and supports inbound and outbound broadcasts. Inbound messaging utilizes the same DNIS and ANI protocols to identify the source of incoming messages, similar to voice calls. Agents can deploy pre-written, automated scripts to facilitate a quick response to texts when applicable. The system displays a message history to the agent throughout the conversation. The SMS ACD solution supports an array of features including outbound bulk or group text messaging, reply tracking, click-to call directly from a mobile phone, web redirect capabilities, and SMS recording and reporting. It will eventually support “bot”-style capabilities that will mine conversational information coming from SMS messages, similar to the functionality typically found in IVR systems. “The new SMS ACD capability lets contact center agents communicate with customers through text messaging with the same ease and functionality as they would with a voice call. It also enables the business to use proven tools like skill-based routing and queue management, and provide access to customer data associated with the incoming message source,” said Rick McFarland, chief executive officer at Voice4Net. “All this can be conducted within a dedicated SMS widget on RTC Client’s customizable agent interface. This creates a new dimension in the customer engagement experience, allowing agents to turn the public’s preference for text communications into an effective customer service vehicle.” Voice4Net will showcase the SMS ACD solution, in conjunction with its distribution partner EarthBend, at the ShoreTelOne Global Partner Conference, scheduled for December 6 and 7 at the Gaylord Palms Resort in Orlando, Florida. Voice4Net is also participating in EarthBend’s quarter 4 “Big Deal Promotion,” offering special pricing and a $500 bonus for EarthBend customers through December 21. Visit http://www.earthbenddistribution.com/big-deal-promo for details. About Voice4Net Based in Dallas, Texas, Voice4Net generates effective, powerful tools that seamlessly integrate telephony and database systems, creating unified, malleable and richly functional solutions. Voice4Net is the go-to partner for customer contact center integration, delivering unrivaled flexibility in the crucial area of business communications. The company offers an extensive multimedia offering including a new WebRTC-based product line; plus speech recognition, IVR, ACD, multi-channel outbound dialer and custom agent desktop (CTI) solutions. Voice4Net and its WebRTC Framework suite of contact center solutions are the recipient of the Frost & Sullivan 2014 New Product Innovation Award; the TMC 2016 Communications Solutions Product of the Year award; the INTERNET TELEPHONY 2016 Product of the Year award; the CUSTOMER 2016 Product of the Year award; the WebRTCWorld 2016 Product of the Year award; and a 2015 Golden Bridge Award. www.voice4net.com. Voice4Net Press Contact: Glenn Goldberg Parallel Communications Group 516-705-6116 [email protected] As a community-building service, TMCnet allows user submitted content which is not always proofed by TMCnet editors. If you feel this entry is of inferior quality or wish to report it for some reason, please forward the URL to "webedit [AT] tmcnet [DOT] com" with your comments. |