Omnichannel Digital Interactions Now Support SMS

Let customers engage with your service desk through one of the most widely used communication channels today – SMS. Voca CIC Tenant Administrators can now add SMS as another digital interaction channel to their customer service offerings. This new interaction channel sits comfortably next to voice, webchat, and email. The Omnichannel SMS experience lets Tenant Administrators set up SMS messaging with carriers like Twilio and Bandwidth. They can design two types of SMS interactions:

■

Direct Inbox: Sends incoming messages straight to a queue.

■

Quick Reply: Creates a text-based menu where customers reply with a number to pick an option and get help faster.

Why is this important?

■

More Communication Choices

Adding SMS ensures customers can reach out in ways that suit them best.

■

Customizable Experiences

Quick Reply menus let customers follow clear steps, making it easier to get what they need.

■

Simpler Queue Management

Direct Inbox makes sure messages get sent to the right queue quickly, improving response times for customers.

Impact on User and Administrative Experience

A new set of Voca CIC contact center configuration options is now available to support SMS interactions as part of the omnichannel license. These configurations include:

■

SMS Interaction Manager: enables SMS routing logic (Direct inbox/quick replies).

■

Queue Configuration: enables SMS channel.

■

Worker Configuration: activates the SMS channel for Workers.

■

System Settings: setups the integration between Voca CIC and customer SMS Gateway.

■

Real-Time Dashboard: displays SMS real-time statistics.