Contact Center Grade SMS/MMS Connected to RingCX Intelligent Routing

With Textel, RingCX agents can have 1:1 text conversations within RingCX while leveraging the power of RingCX intelligent routing.

1. 1:1 inbound and agent initiated outbound
2. Conversation history makes it easy for agents to view prior conversations
3. Maximize agent efficiency with concurrent text conversations
4. Send/Receive pictures and videos to speed up resolution
5. Utilize existing contact center phone numbers so customers can text or call published numbers
6. CRM integrations provide event-driven targeted messages with timely information for customers

1:Many Text Blasts and Drip Campaigns with TCPA Compliant Opt-in/Opt-out Controls

Send a text blast to customers or set up a drip campaign to send timely notifications or marketing messages with high-quality images. 

1. 1:Many text blasts and campaigns sent from existing contact center phone numbers
2. Customize multimedia messages to increase engagement rates
3. Track open rates with embedded urls and click-rate tracking
4. Line-intelligence lets you know if your campaign list includes landlines so you can filter out before sending campaigns
5. Build an opt-in list from scratch or import an existing opt-in list to campaigns
6. Stay compliant with carrier grade Opt-out controls
7. Measure campaign success with SMS analytics and reporting

Maximize Agent Efficiency by Using Auto-Replies and Textbots

Save agent time and respond to your customers faster using automated response tools. Customize auto-replies or set up Textbots to handle customer questions automatically.

1. Use customizable Textbots to answer frequently asked questions
2. Add auto-replies to quickly respond with hours of operation and important updates
3. Set up keywords to quickly capture Opt-ins or send relevant links to documentation
4. Create QR codes customers can scan to auto-generate a text guiding them to quick answers
5. Divert calls from the contact center by letting customers receive automated texts before routing to an agent

Monitor Agent Conversations and Improve Efficiency with Targeted Analytics 

With real-time reporting, Admins can monitor how SMS is adopted and used, then identify trends in their data to better serve their customers. 

1. Review agent conversations for coaching and enablement 
2. Drill into usage and message counts by specific numbers or accounts
3. Access visual dashboards to see usage patterns
4. Report on opt-ins and opt-outs
5. Track campaign success with delivery receipts and url click rates