OpenMarket said it has introduced improved throughput for two-way texting with toll-free numbers in the US and Canada.
Recent industry research indicates that the need for text-based experiences is on the rise with millennials, who prefer to text instead of calling for support. This increased demand, combined with lower costs compared to using IVR systems and traditional SMS short codes, allows enterprises to broaden their use of mobile messaging across loyalty-building and customer-focused interactions like texting with customer support call centers.
“Given the compelling opportunity for mobile to transform the customer experience, C-level executives and technology decision makers should take advantage of this new high throughput capability for outbound use cases that are likely to result in customers wanting to access information on their own or chat with a contact center agent,” said Jay Emmet, General Manager at OpenMarket. “The increasing demand for mobile interactions like texting, especially from millennial consumers, means that businesses should be text-enabling their existing toll-free numbers in order to deliver a better customer experience.”
OpenMarket, a division of Amdocs, helps enterprises use mobile to transform their business.
For more than 30 years, Amdocs has ensured service providers´ success and embraced their biggest challenges. With revenue of USD3.6 billion in fiscal 2014, Amdocs and its more than 22,000 employees serve customers in over 80 countries.