The SMS Channel allows to receive/send SMS from/to predefined providers, like Twilio, Plivo, ClickSend, Clickatell, Infobip, Skebby, Connectel and CSC Telecom.
Agents - belonging to SMS Queues - can easily manage SMS interactions as well as any other request (mail, chat, and so on).
The Admin can monitor in Realtime all the activities taking place in the SMS Channel queues and eventually change its configuration and workflow in realtime.
He can check also the Agents status on all the available channels and eventually modify it.
The Customer and the Agent can exchange SMS messages, reaping the following benefits:
- the Customer can use market standard SMS systems
- the Agent interaction happens inside the XCALLY Motion environment
- the Agent can manage several types of interactions at the same time
- the interaction content is shared, easily retrieved and managed
- all the Customers information is stored in the Contacts Manager and Customer Journey
The SMS Channel is available in the Omni-Gold plan.