TEN DIGIT has developed a proprietary patent pending Intelligent MessagingTM platform capable of providing better customer experience, higher agent satisfaction and substantial gains in agent productivity.
Send and receive true carrier grade SMS attached to any business phone number, including toll free numbers. High speed texting for Enterprise and Government applications.
Handle texting like a team, assigning them to available agents. Seamlessly transfer incoming customers to other co-workers or even other teams. Pin customers so that they automatically return to you or your team upon their reengagement in conversation. Transcripts move with the customers, so no need for the customer to repeat themselves and all company agents are fully apprised of past conversations.
Automate the beginning of a conversation to gather information, saving agent time. Automate the end of a conversation for surveys and follow up. Save conversation data in outside software and services.
Display information for your agents from external data sources like Salesforce or from legacy data sources. Save the transcript of the conversation after the conversation is complete.
See what your customers are saying in real time. Analyze conversations to show the most important topics under discussions. See which agents handle specific topics. Zero in on actual conversations about specific topics.
Send notifications to groups within your contact database. Schedule notifications based upon time and date, or based upon system events such as creation of and/or last conversation, as examples.
Keep confidential communications such as healthcare or financial information safe and private using encryption during transmission as well as storage. Appropriate for health care (HIPAA), financial (FINRA), government and security deployments.
Routine automations available for auto-replies and keyword prompts, including whisper conversations, training and supervisory purposes. Agents may also drive automations to start or complete a conversation, as appropriate. Or, during a conversation, automations may be engaged to complete rote tasks such as the collection of a physical address or account validation – all under the watchful eye of the agent.
Detect the respective languages of the agent and customer and automatically convert between them. Each only needs to see their respective language, although the original and translation is available for analysis purposes.
Like the modern call model which starts with a text message, encourage your customers to begin conversations with a text message, then escalate to a voice conversation with the push of a button. Eliminate ‘On-Hold’ frustrations and your customers never lose their place in the queue and can stay connected with the same agent.
Although SMS Text Messaging is universally available on all smart phones, don’t limit your channels. Meet your customers where they already are or will be in the future. We connect with seamlessly with Facebook, Twitter, TigerText, and Matrix messaging networks among others.