Interactive Intelligence adds SMS to Contact Center Software Suite

Interactive Intelligence is adding short message service as an additional media type to its all-in-one multi-channel contact center software suite, Customer Interaction Center (CIC).

The new SMS features are designed to help contact centers increase customer retention and satisfaction through the following:

• Enable mobile customers to use SMS to communicate with the contact center;
• Have those SMS messages routed, recorded, and reported on the same way as other media types;
• Enable contact center agents to reply using SMS;
• Enable notifications to customers to be sent via SMS.

“As the number of landlines in the U.S. has been surpassed by the number of mobile lines, the customer care industry has struggled to keep pace with consumers who increasingly use technologies such as text messaging and SMS,” said vice president of research for Synergy Research Group, Ken Landoline. “As the first to develop a Windows-based, all-in-one multi-channel contact center platform, Interactive Intelligence is in a prime position to maximize the value of SMS for contact centers and their customers.”

CIC, which already includes the ability to manage calls, faxes, e-mail, and Web chats, will now include proactive “push” features that, for instance, enable a bank to send an SMS alert when checking account funds reach a customer-selected threshold.

CIC will also include routing features that will enable customers to send SMS messages, such as a request for a hotel confirmation number and address while traveling, which would then be routed, recorded and reported on the same way as any other interaction type.

“With the evolution of mobile devices and the convenience and flexibility SMS offers as a non-intrusive, ‘anywhere’ type of media, companies need to start thinking about how this technology can be applied to ensure they are not only retaining existing customers, but attracting the newest generation of customer,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. “Imagine if you’re a retail company able to send SMS messages to customers about pre-selected items that go on sale. That’s a major service differentiator, particularly for today’s ‘power’ mobile user.”

In addition, Interactive Intelligence and its partners recognize the need to provide additional consulting services to help contact centers effectively use and deploy multi-channel options.

“Because the use of SMS within North American contact centers is still pretty new, we’ll offer best practices white papers, webinars and other educational services to help customers realize maximum value from their deployments,” Brown said.

Interactive Intelligence plans to release its new SMS features by the end of Q4 2008. They will be offered through the company’s global channel of more than 300 resellers.