The COVID-19 pandemic has thrown customer support teams into the unknown. Studies emerging from the crisis show that the percentage of service calls scored as “difficult” have more than doubled over the last few weeks, with hold times and call transfers skyrocketing. Many service reps are working from home for the first time ever, stressed and operating at peak capacity, with little to no preparation for the transition to remote work. This overload is especially difficult for contact centers providing essential services. Customers are dropping calls or calling back multiple times per day only to face the same issue, making the problem worse.
To solve these daunting challenges, CTIntegrations, a software development and system integration company, integrated Avaya CPaaS into its flagship product, CT Suite, to enable proactive SMS messaging to mobile callers. CT Suite is an innovative, user-friendly agent desktop and multimodal contact center and secure messaging solution that delivers out-of-the-box functionality, modular scalability, and effortless customer interaction.
With research showing that 70% of customers call into the contact center using a mobile device, and nearly one-third have sent a text message to a company requesting assistance, proactive SMS messaging has the potential to transform the value that CTIntegrations provides and the experiences that its clients deliver--not just during times of crisis but as part of a long-term customer engagement strategy. For CTIntegrations, many of the APIs available in the CPaaS portfolio are not services that they would want to develop in-house. Having them available from Avaya as easily consumable services accelerates their innovation and ability to enhance customer experiences.