New service helps US and Canadian businesses use mobile messaging to improve customer service
SEATTLE, Washington—January 14, 2015 — OpenMarket, a leader in enterprise mobile engagement, today announced that it is the first mobile messaging and engagement provider to offer short codes, long codes, one-way and two-way global SMS, and now text-enabled landlines and toll-free numbers for enterprise messaging in the US and Canada. The addition of this capability to the company’s SaaS-based services enables businesses to send and receive text messages from existing and familiar toll-free and landline phone numbers to enhance their customer service and boost sales.
According to a recent Harris Poll, 64% of people prefer text messaging versus calling for customer service and another 44% would rather send a text than stay on hold. In addition, enterprise adoption and implementation of SMS as a means to engage with customers and employees is on the rise with a recent Forrester study reporting that 86% of surveyed enterprises plan to use SMS.
“OpenMarket is excited to offer this new and innovative mobile messaging capability to our enterprise customers,” said Jay Emmet, general manager for OpenMarket. “Increasingly people are using text messaging for business engagement and companies want to support the communication channels their customers’ desire. As a result, there is a growing market demand for text-enabled landlines and toll-free numbers.”
Contact Center and Customer Experience Solution providers have shown particular interest in adding SMS to existing landlines and toll-free numbers. The benefit is an additional inbound communications channel which serves the needs of millennials who often prefer text over voice calls.
“Text messaging, in combination with voice calls and email, has proven to be an effective means for enterprises to proactively engage with their customers,” said John Pierson, general manager of proactive engagement solutions for Nuance Communications. “By working with OpenMarket, we can enable companies to use their existing landlines and toll-free numbers to send and receive text messages and provide more meaningful interactions between mobile customers and businesses.”
 “The High Demand for Customer Service via Text Messaging,” Harris Poll 2014.