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SMS Routing with CIC

SMS Routing with CIC. Brad Herrington, Manager, Solutions Marketing. Session Overview. Outlook for SMS in the Contact Center Review of early SMS offering (IC 2.3.1) Features added in IC 2.4 Upcoming Features in IC 3.0 SU Benefits of SMS with IC.

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SMS Routing with CIC

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  1. SMS Routing with CIC Brad Herrington, Manager, Solutions Marketing

  2. Session Overview • Outlook for SMS in the Contact Center • Review of early SMS offering (IC 2.3.1) • Features added in IC 2.4 • Upcoming Features in IC 3.0 SU • Benefits of SMS with IC

  3. Which of the following emerging technologies do you plan to purchase over the next 12-24 months? – North America US Canada

  4. Which of the following emerging technologies do you plan to purchase over the next 12-24 months? Western Europe UK Germany France Nordics Spain Current Planned Current Planned Current Planned Current Planned Current Planned 41% 27% 19% 38% 29% 33% 29% 24% 38% 14% SMS applications 36% 32% 19% 24% 19% 33% 38% 24% 29% 24% Outbound IVR 32% 36% 24% 33% 19% 33% 33% 38% 43% 24% Home agents 27% 36% 24% 24% 38% 43% 19% 33% 33% 24% Social networking 27% 41% 19% 43% 29% 29% 24% 48% 38% 38% Unified agent desktop 27% 41% 29% 19% 33% 33% 29% 33% 48% 24% On-demand (SaAs) CRM applications 23% 55% 24% 38% 29% 29% 38% 33% 43% 33% Service Oriented Architecture (SOA) 23% 41% 24% 38% 19% 29% 19% 48% 43% 33% Speech analytics 23% 23% 24% 33% 10% 48% 29% 38% 33% 33% Video applications 9% 36% 19% 38% 24% 33% 19% 29% 24% 19% Contact center virtualization

  5. SMS Routing with CIC 2.3.1

  6. SMS in IC 2.3.1 • SMS Server subsystem • Connects with external SMS brokers to exchange messages • Brokers Supported • Netsize (proprietary C++ DLL from Netsize) • SMSObjects • Similar to an ACD Queue objects, and implement the same methods for being manipulated as CallObjects • All Handler based configuration • No support in Interaction Client

  7. SMS in IC 2.3.1 Specialized TCP/IP Connection

  8. SMS Initiators

  9. SMS Tools

  10. SMS Handlers

  11. SMS in IC 2.3.1 Handler Email Agent

  12. SMS Routing with CIC 2.4

  13. SMS in IC 2.4 • Integration with Standard GSM Cellphones/Modems • Allows use of SMS Modems connect to the serial port of the server • Tested Modems • Siemens TC35i GSM Dual band 900/1800 • Siemens MC35i GPRS modem • SMS Gateway • IC component responsible for talking to the modem and to honor SMS Server's requests • Can be installed on the xIC server itself, or remotely on a peer server • Can handle many GSM modems per server (via the serial ports)

  14. SMS in IC 2.4 The SMS Gateway is now the Broker

  15. SMS Routing with CIC 3.0

  16. SMS in IC 3.0 (Coming in SU) • Integration with HTTP-based Brokers • Allows to connect to Brokers that support HTTP as a transport mechanism to send and receive SMS messages. • Can bundle destinations in one SMS Interaction • Will help with mass-SMS-ing. The efficiency of this feature is SMS Broker dependent as SMSServer will bundle messages according to the broker’s abilities. • Increased number of Brokers supported worldwide

  17. SMS in IC 3.0 (Coming in SU) Standard TCP/IP Connection

  18. Enhanced SMS Routing in IC 3.0 • Database lookups • Transfer to Agent • Transfer to a Workgroup • Transfer to custom handlers • Set Attributes • Language Selection SMS routing using Interaction Attendant

  19. Enhanced SMS Routing in IC 3.0 Keyword searches (regex) of the text in the SMS message to route it accordingly (Similar to Email Routing in Interaction Attendant) SMS routing using Interaction Attendant • Route Options: • ANI, DNIS, just like a call • Regular Expressions • Matches are case insensitive

  20. SMS in IC 3.0 (Coming in SU) Handler Attendant OR

  21. SMS in IC 3.0 (Coming in SU) • .NET client plug-in for SMS Messages • Managing lists of manually typed phone numbers, Tracker Contacts, Contact Directories. • Save/load phone number lists for later re-use. • The dialog box used to type phone numbers accepts Copy/Paste, it is easy to add a list of contacts from Excel. • The text of the SMS is entered in a free form Text Box. • A counter is available at all times to know the size of the text. • It is easy for localization to adapt the text to the best suitable presentation per country. • Use Response Management to input the text automatically.

  22. SMS in IC 3.0 (Coming in SU) .NET client plug-in for SMS Messages New Menu in Client New Option in Directory

  23. SMS in IC 3.0 (Coming in SU) The SMS Dialog Box

  24. SMS in IC 3.0 (Coming in SU) OR Attendant Handler .NET Client Plug-in

  25. Benefits of SMS with CIC

  26. SMS as a viable, valuable media type with IC 3.0 • ROUTING A CUSTOMER REQUEST • Customer sends an SMS text message • Received by the IC Server, Keyword Routing is applied to send the message to proper queue or business logic. • The message is received by the agent • Responded to by the agent • Reported in the same CallDetail report log as any other interaction type

  27. SMS as a viable, valuable media type with IC 3.0 • THE INFORMATION PUSH MODEL • Call center trigger can initiate outbound SMS message • Send an SMS alert to a banking client when checking account funds reach a customer-selected threshold • A retail sales company sends an SMS to a mobile phone user with an alert that a user-selected item has been marked down. The SMS contains a link to a web page with a picture of the item • Outbound SMS “push” messages can be sent from lists • From an Excel spreadsheet import • From an internal system database • Freehand address and send • Managed by handlers

  28. SMS as a viable, valuable media type with IC 3.0 • IMPROVED INTERNAL EFFICIENCIES • SMS support for the following internal actions with out of the box applications within CIC: • Change your presence status using an SMS message • Check the presence status of other employees • Set up a conference call via SMS (numbers, date, time) • Help – send the user suggested text to use to perform the above actions

  29. SMS in IC 3.0 (Coming in SU)

  30. Interactive Intelligence DELIBERATELY INNOVATIVE www.inin.com

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