Amtelco Adds Integral SMS Text Messaging to Infinity

Amtelco has added integral SMS text messaging to the dispatching component of both its Infinity platform and Intelligent Series applications.  Both platforms now support two-way SMS (Short Message Service) messaging that makes it possible for customers to reply to dispatched text messages to confirm receipt.  The reply messages can be configured to automatically mark outbound messages as delivered and to send replies to an agent, allowing an on-going conversation via text messaging.  Both platforms also support unsolicited inbound SMS messaging, enabling inbound SMS messages to be routed directly to agents.

Text messages can be transmitted using cellular modems attached to the Amtelco server chassis or through an SMS aggregator service, which receives the messages from the Amtelco equipment via the Internet.

The SMS communications protocol enables the interchange of short text messages between mobile telephone devices.  SMS text messaging is the most widely used data application on the planet, with 2.4 billion active users, or 74 percent of all mobile phone subscribers, sending and receiving text messages on their phones.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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