WCC multichannel contact center solution can help business deal with bidirectional SMS messaging

WCC---SMS Processing Center

SMS notifications are everywhere-from doctor appointment reminders to credit card fraud notifications, which are often used to send messages and reminders.However, in general, information can only be transmitted one-way. With our cloud Multichannel contact center solution, your call center can facilitate a real-time, bidirectional conversation between the agent and the customer.

As part of our multichannel solution, all customer requests are sent to our browser-based work page. Agents can communicate with customers in each channel, including SMS/SMS, voice, chat, mobile messenger and email in the page. Our multichannel system routes text messages to agents, administrators, or agents group who are logged on to work in a browser where they can receive and respond to customers’ messages. Because agents can handle multiple interactions at a time, they can respond to emails, chats, and so on while waiting for customers to reply to text messages.

Quality Management and reporting

Agents can engage in effective, direct conversations with their mobile customers as well answer questions, and provide useful help to anyone who uses a mobile phone。Quality management, grading, screen monitoring, and other similar tools enable supervisors to help agents in SMS interactions. Our powerful reports record SMS interactions and provide operational data that can be used by your contact center to improve services, promote agents’ performance, and improve customer satisfaction.

  • Provide satisfaction survey after the call
  • Bidirectional business SMS for contact center and mobile customer
  • Based on browser interface which can handle multiple channels at the same time

About WCC

Our contact center system is a cloud native solution, and also has an intelligent contact center architecture and solutions which is designed for the growing needs of multichannel customers in order to deliver an intelligent and efficient operational experience for you.