Technology

WEBTEXT Brings Smart Messaging To Mitel Contact Centre

WEBTEXT, a leading cloud based provider of enterprise messaging, announced that its Mitel contact centre messaging solution is now commercially available. WEBTEXT smart messaging enables Mitel customers to employ SMS, MMS, Facebook Messenger, Twitter plus other popular messaging channels to transform customer experience.

“As a cloud service provider Webtext is very excited to offer Mitel’s on premise customers our suite of smart messaging solutions”, said AJ Cahill, WEBTEXT CEO. “As demand for omni-channel and messaging use by enterprise continues to grow, being able to deliver a “live” person to person customer engagement experience thru SMS, Facebook Messenger, WhatsApp and other social channels is very important to all contact centre customers.”

  • AI chatbot escalation – Escalate AI bot conversation to a live Mitel contact centre agent via the most popular messaging channels, including, SMS, MMS, Facebook Messenger & Twitter https://www.webtext.com/mitel-messaging/
  • 2-way Messaging – directly with a Mitel agent
    IVR Voice deflection to a chat agent – ability to automatically deflect voice calls to a digital channel so an agent can chat with a customer via SMS, FB Messenger, etc.
  • Smart Messaging – use keywords to either automatically route consumer / patient replies to update a business system or forward to a live Mitel contact centre agent

About WEBTEXT

WEBTEXT is the leading messaging CPaaS (Communications Platform as a Service) for turnkey messaging solutions in contact centre and CRM. WEBTEXT award winning and patent protected solutions are integrated with approx. 80% of all contact centre and CRM platforms on the market, including, Mitel, Cisco, Avaya, Five9, Amazon, ServiceNow, Salesforce, Oracle and Genesys. WEBTEXT has the industry’s largest product specific messaging API library that supports over 50 platforms with over 100 unique software integrations. WEBTEXT global network of gateways delivers secure feature-rich smart messaging. No other CPaaS offers as many platform and product specific turnkey messaging integrations as WEBTEXT. WEBTEXT customers include government and Fortune 2000, as well as large and small enterprise. Learn more at www.webtext.com