If you work in an enterprise IT environment as a team member you know the drill for a system down emergency. Someone alerts someone that the users are unable to access the Corporate Intranet! Panic! A ticket is initiated at the corporate help desk, and a phone call is made to the IT Director who then needs to figure out if we are having a sever failure, network failure or application failure.
The CEO, now getting phone calls from the operating executives, has now called the CIO who in turn is beating up on the IT Director and stuff starts to roll downhill. Somebody sends out a group conference line, the email stream starts up and all hands on deck are scrambling to identify the root issue.
I find the email route is just to confusing and nobody knows what the current status is as people chime in on the email, adding input and more times than not, asking for updates to pass up the line. Trying to work an issue with an open conference bridge is not real helpful and some folks did not get the email that has the conference bridge line number so key content is missing anyway.
This scenario happens way to often and we determined to find a better solution! The result is a SMS2SMS a kind of “group text” for first responders. Basically, you publish a number and have your stakeholders text the word “JOIN” to that number. This will subscribe that user to your list. Future texts sent to that number will now be copied to all other list members. Members can STOP if they no longer want to be part of the list, but generally this is an excellent solution for first responders in any emergency management situation.
Hit us up and we will set you up with a demo!
Can you send a picture to your ShoreTel or CISCO Call Center
We have been integrating SMS to CISCO UCCX and ShoreTel Call Center deployments for customer service scenarios for some time. The interface is very simple: Login, pick a number from anywhere on the planet; assign a “keyword” and match it to an email address or list! When someone text your “keyword” to your number, the text is converted to email and sent on to that address. The email recipient can then hit reply and we convert the email back to SMS and forward it back to the original Cell phone. Optionally, you can build a membership list with and auto response and the ability to send a bulk text to the list!
What is new in Version 3.1
We have released Version 3.1 and it now makes it possible to send not only text (SMS), but pictures (MMS)to the “next available agent” in your Call Center. The application now supports:
- Inbound SMS to email Address based on “keyword” match with REPLY ability; – this enables you to use one number and many different keywords that point to different email addresses. The recipient can hit reply like any other email and send a response back to the sender of the SMS, usually a client who has a cell phone!
- Inbound MMS to default email address – enables a cell phone to send a photo or picture into the customer service organization which will route to the default email address.
- Inbound SMS to outbound SMS; – Stealth mode, you can forward an incoming SMS to another SMS.
- SMS to List based on “keyword” match – This enables you to build an SMS marketing list. Each list is built by “keyword” match and you are able to send auto responds and “bulk” SMS
- Outbound email to SMS;
- Email to SMS – enables a customer service representative to send a text from an email client. The address can be a keyword group list or an individual cell phone number.
Each transaction has a unique “ticket” number, all transactions are searchable, logged and archived for HIPPA and PIC compliance.
We are finding that Insurance, medical, auto and tech support applications in particular are receptive to the concept of enabling clients to send a picture by text to a customer service representative.
Want A demo?
We can easily set you up with a demo account. A basic single number solution with 500 SMS credits is about $25 a month! Send the word “DEMO” (all ONE word, watch that auto correct) to 424-348-4000 and include your email address for an example of how this could work on a ShoreTel ECC or CISCO UCCX; or just create an account!
Note – Your do NOT need a formal call center to implement this technology. An email distribution list to firstname.lastname@example.org works just as well!