ITC 2-Way Text Messaging

Product Overview
ITC 2-way text messaging enables instant conversations between contact center agents and one or more customers. Text interactions are brief and enable a single agent to concurrently assist multiple customers. This makes the benefits of text as exciting for your company’s bottom line as it is for your customer.

• Text messages are limited to 160 characters. Conversations are quick and replies are short.
• Unlike 1-to-1 phone calls, agents can support multiple texting customers concurrently.
• As a team, text customer service agents can produce higher occupancy rates across digital channels.

Provide enterprise-scale text support for your customers using the familiar contact handling processes your team already uses with traditional channels.