Two-Way, Real-Time SMS Solution For Contact Centres

Sybase 365 has announced its partnership with Datasquirt Ltd, a New Zealand company specialising in mobile solutions and multi-channel contact management.

Targeting contact centres worldwide, the partnership will bring together Sybase 365’s expertise in mobile messaging delivery and Datasquirt’s hosted software solution for contact management - CONTACT.

"Text messaging has become the preferred form of communication for many consumers, and more and more enterprises are beginning to embrace mobile services as an effective tool to improve customer satisfaction in the face of changing consumer attitudes." said Howard Stevens, senior vice president, International Operations, Sybase 365. "Our partnership with Datasquirt is a milestone in our strategy to offer messaging solutions to the global contact centre industry. It is a testament to Sybase 365’s commitment to strengthen its foothold in this industry and is the first of other application partnerships to come."

The bundled solution will enable contact centres to utilise SMS as a two-way real-time channel of communication, to improve both inbound and outbound customer interactions. Datasquirt’s platform complements existing ACD (Automatic Call Distribution) systems with the distribution of text messages to pre-defined segments of a corporate customer base, and management of customer enquiries and feedback through the SMS channel.

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"Text messaging has become a central part of people’s lifestyle, and contact centres can’t afford to be left behind and ignore changes in consumer behaviour when executing their customer service and marketing campaigns,” said Aaron Ridgway, CEO of Datasquirt. “We see great potential for our solution, and are excited to partner with Sybase 365 to deliver reliable SMS functionality to contact centres worldwide."