New service helps US and Canadian businesses use mobile messaging to improve customer service
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.”
OpenMarket adds this new landline and toll-free texting capability to its broad suite of enterprise mobile messaging and engagement solutions. These solutions support use cases across the entire organization such as customer feedback surveys, appointment reminders, mobile coupons and promotional offers, and secure PIN authentication. Today, OpenMarket processes more than one billion mobile messaging interactions per month, connecting businesses to over three billion users and six billion devices worldwide. The company services over 400 enterprises globally, including four of the top 10 most respected global brands.
For more information on text messaging options in the US and Canada, please visit: http://www.openmarket.com/wp-content/uploads/2015/04/Text-Messaging-Solutions-US-Interactive-April-2015.pdf
OpenMarket, a division of Amdocs, helps enterprises use mobile to transform their business. OpenMarket provides mobile engagement solutions for organizations to optimize their operations and enhance relationships with their customers and employees. Major enterprises choose OpenMarket for our domain expertise, service flexibility, demonstrated performance and reliability, global scale, and corporate maturity. We provide smart, interactive connectivity to more than 200 countries, enabling businesses to engage with nearly every mobile user around the world. Our clients trust us to power their mobile business. For more information, visit www.openmarket.com.
For more than 30 years, Amdocs has ensured service providers’ success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control and optimization product portfolio with value-driven professional services and managed services operations. With revenue of $3.6 billion in fiscal 2014, Amdocs and its more than 22,000 employees serve customers in over 80 countries.
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Amdocs’ Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs’ growth and business results in future quarters. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general economic conditions, Amdocs’ ability to grow in the business markets that it serves, Amdocs’ ability to successfully integrate acquired businesses, adverse effects of market competition, rapid technological shifts that may render the Company’s products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future; however, the Company specifically disclaims any obligation to do so. These and other risks are discussed at greater length in the Company’s filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2014 filed on December 8, 2014.
 “The High Demand for Customer Service via Text Messaging,” Harris Poll 2014.
 “The Harris Poll 2014 RQ Report: A Survey of the U.S. General Public Using the Reputation Quotient,” Nielsen, April 2014.