Using two-way SMS to deliver real-time customer interactions
As part of this home emergency insurance business, customers were regularly updated on the status of their claim or asked to provide additional information for it to progress. Unfortunately, this was causing contact center agents to spend too much time on low-value inbound calls and trying to reach customers.
Discover how Webex Engage was used to integrate two-way SMS into the contact center.
Agents are now using mobile messaging to:
Answer enquiries
Manage multiple conversations at once
Send real-time updates to customers
