#contactcenterworld

St. Louis, MO, USA, May 24, 2022 -- Textel, a full-service, cloud-based texting platform for businesses and contact centers, announced a new partnership with RingCentral. Together with RingCentral, a provider of global enterprise cloud communications, video meetings, collaboration and contact center solutions, they’ll bring full SMS and MMS capabilities to their customers. And in doing so, they’ll enable human conversations in a familiar, flexible channel customers want to interact on.

Built seamlessly into the RingCentral Contact Center, Textel’s integration lets users have a flexible, two-way dialog with their customers via SMS and MMS from their existing business number and DIDs. Centers can reduce average hold time and improve customer satisfaction ratings with features like skills-based routing, agent-initiated and mass outbound texting, agentless textbots, Interactive Text Response (ITR), call deflection and group texting. And, with full transcript reporting and analytics, managers have the tools they need to coach agents.

"We’re excited to work with RingCentral and bring the benefits of our offering to RingCentral customers through our integration," said James Diel, CEO at Textel. "As part of the integration, which adds two-way conversational SMS and MMS capabilities as well as one-to-one and mass texting functionality, businesses can experience improved customer service while reducing call volumes and operational costs."

"Providing customers with a reliable, secure, and scalable business communications solution is core to our cloud communications platform," said David Lee, vice president, product management at RingCentral. "The integration of Textel with RingCentral gives customers a platform that’s both easy to use and opens up an entirely new channel of interaction through SMS and MMS texting."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Thursday, May 26, 2022