Two-factor authentication (2FA) or two-step verification is offered by many applications as a way to confirm a user’s identity for security purposes. The user inputs something that they know (password). If the password is correct, the application sends the user an out of band SMS containing a string that must be entered. Salesforce.com and Google are two examples of applications that utilize 2FA. Restcomm provides programmable APIs that make it easy to build 2FA into new and existing business applications.
A2P allows applications to send an SMS to either a group of individuals or a single person. Businesses that are in retail or the service industry (doctors, hair stylists, auto repair, and more) can utilize A2P for intelligent appointment scheduling. Sending customers appointment reminders, loyalty rewards, win-back, and mobile exclusive deals via SMS can have a significant, positive effect on revenue. Restcomm provides programmable APIs that make it easy and straightforward to add A2P services.
Push notifications look just like traditional SMS texts or phone calls, but are only sent to customers who have installed a particular application and opted into the service. They are messages that are relevant to users of a given application and the user does not have to be logged into the application to receive a notification. Use cases for notifications include reminders, increased engagement, notification, and support. Restcomm has iOS and Android WebRTC SDKs with built-in support for push notifications.
Today, IoT technology can be found in just about any vertical space. It has found its home in healthcare, home security, manufacturing, and equipment management. Typically applications are built on IoT platforms – many of which, utilize Sip Servlet technology that is available in Telestax Restcomm CPaaS. Telestax has a fair number of IoT platforms that have been built on top of the Restcomm platform. Read about how one large home security monitoring company is using Restcomm and IoT to move ahead of their competition.
An interactive voice response (IVR) system can be used in a number of ways and adds a professional touch to any business. From scalable data collection to aid in patient outcomes for healthcare research to simple and effective call routing, organizations from small business to enterprise can benefit from IVR.
An effective IVR can:
IVRs are proven to increase first contact resolution while reducing operational costs. Using the Restcomm Visual Designer (RVD), IVRs of any sophistication can be built easily and quickly. Once online, a Restcomm IVR can be modified or extended to continually meet the needs of the business.
Masking phone numbers are used by ecommerce companies to allow users to call and text while protecting their identity. Organizations that operate a business where buyers speak with sellers will mask phone numbers to prevent transactions from happening off of their platform. Examples of services that benefit from masking phone numbers include taxis, delivery services, cleaning, and home repair. Masked calling refers to a technique made possible by programmable voice APIs. The Restcomm programmable voice API enables a developer to easily set up phone number proxies to keep parties from knowing each other’s phone numbers during a call.
Once an organization’s phone numbers have been SMS enabled to allow texting instead of calling, it is a straightforward process to introduce chatbots. Chatbots can capture an incoming text and have a conversation with the customer to uncover their actual issue or reschedule an appointment. Chatbots can save an enormous amount of contact center employee time and significantly increase customer satisfaction. Read about how chatbots improve appointment scheduling and rescheduling here.
Users of unified communications (UC) and productivity platforms like Cisco BroadSoft UC-One and Microsoft Teams can now take advantage of SMS capabilities from within the same client. Studies have shown that customers and internal employees are often switching to, or prefer, SMS. Adding messaging capabilities can improve user experience by allowing customers to communicate with businesses via their preferred method. This also eliminates the need to send SMS to contacts (internal or external) from a personal cell phone or third-party application. It’s advantageous for users and for IT teams, as critical conversations are now tracked and kept secure on internal company networks.
IBM® Voice Gateway connected to IBM Watson creates a self-service agent to handle calls instead of a live contact center agent – or to assist contact center agents in real-time. Restcomm is integrated with IBM Voice Gateway to support SMS messaging to Watson, allowing customers to send a text to customer service instead of calling. Click here for more information
Buyers love self-service shopping. Retailers can go a step further by adding SMS capabilities to the customer portal allowing purchasers to search specific items, receive a picture of the item to their mobile phone or laptop; and if correct, provide the closest store location to purchase the item – or even hold the item for in-store customer pick up.
Settling a claim as soon as possible allows insurance carriers to provide superior service while managing the claim cost. Enable insurance customers to fill out a claim on their mobile device and send a supporting photo by adding texting capabilities to the claims application. This capability can reduce the time it takes to make a claim and increase customer satisfaction.
With programmable APIs, customers can do their banking on the go. Open an account using 2FA and WebRTC, video, voice, and messaging support. Send SMS texts to customer service to ask a question or report an issue. Apply for a loan using messaging and real-time voice.
In-home patient care has become widely popular. It allows patients with non life-threatening chronic issues to care for themselves at home. It also significantly lowers the healthcare provider’s costs. Voice and messaging play a critical role in home health monitoring applications. The application uses messaging to send diagnostic information to the doctor’s office and if necessary, a voice call can be initiated. Read how our partner at Censon Health has increased customer satisfaction while lowering costs with their in-home patient monitoring system.