Long hold times and tortuous phone trees make it difficult to reach a live agent and drive customer complaints. Given the option to text instead, two-thirds of callers hang up and text to escape holding.
Meet customers where they are. Texting with agents is convenient for callers and can be escalated to voice if needed. Remove all the friction of holding, waiting, and dropped calls. TDC Bridges 100+ features include automations, including auto responses, language translation, efficient call redirects, and “whispers” that enable agents to recognize callers and respond more effectively.
TDC BRIDGE™ promotes the Modern Call Model™, text first, then talk, if required. Moving between voice, text, and link sharing, agents are more efficient and productive. Dropped calls, hold and wait times are eliminated or dramatically reduced.
Customers may text in over 100 native languages and TDC BRIDGE allows agents to read and respond in their preferred language and customer receives translation into original native language.
Every mobile phone comes with SMS text messaging already installed and customers are very familiar with its use. TDC BRIDGE also supports all chat and conversations triggered from Social Networks acting as an omni-channel hub.
Interconnection with multiple encryption platforms provides choice and universality within regulated industries requiring encrypted messaging in both transmission and storage, meeting HIPAA and FINRA compliance. Additional multi-authentication tools available to ensure validity of smart phone users as well, as stricter security standards evolve.