have announced a partnership to launch a new short message service (SMS)-based communications service. The new offering, dubbed Zeacom (News
) SMS Queuing, enables organizations to manage high volumes of inbound and outbound customer calls.
As per the partnership, Zeacom’s unified communications solution (ZCC) will be integrated with Datasquirt’s (News
) SMS Queuing module, which is part of CONTACT, its multi-channel communication solution that adds SMS/text messaging, email, Web chat and fax communication channels to the contact center environment.
ZCC is built from the ground up on a single code base, and allows an entire UC system to run on a single server. The solution brings together presence, unified messaging, mobility, desktop telephony, the contact center and operator console functionality into one application.
One of the key markets for SMS Queuing is local government because council communications have usually been undertaken manually, using costly, standalone systems to handle high volumes of calls and letters.
Using Zeacom SMS Queuing, the local government sector can reduce inbound and outbound calls by automating both self-service and proactive ratepayer communication.
Also, according to company officials, users can use text messages to request council services such as graffiti cleanup or report damaged roads with the solution in place.
After receiving the text message, Zeacom’s solution automatically routes instructions to contractors. Officials said this eliminates the need for additional processing by a contact center agent and helps improve response times.
"The incorporation of Datasquirt’s SMS technology into ZCC extends Zeacom’s “track record of innovation” in telecommunications for local government," said Miles Valentine, CEO at Zeacom.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.
Edited by Stefania Viscusi