Contact centers strive to effectively communicate with customers via their preferred channels. With the increased popularity of SMS and automated systems, communications platform as a service (CPaaS) solutions can help organizations to better reach users. Ensuring account protection, automated call scheduling during peak times, and a user-friendly audio interface are all ways that enterprises can leverage their call centers to rise above the competition.
Protect the identity of customers with Smart 2FA. Used with a one-time password Smart 2FA is an application designed to utilize two-channel verification to require an additional measure of protection during online account access, chat, and more.
With a higher open rate than email, text is a great way to send automated confirmations, links to online tutorials, or real-time agent assistance, all in an automated environment. Provide follow-up opportunities or surveys after the call to leverage additional insight and customer care data.
Cloud-based contact centers can leverage IVR with automated shipping and order information, call routing, call queuing, and more with artificial intelligence (AI) and natural language processing (NLP) to maximize limited agent resources and provide answers fast.
