New Program Aims to Deliver Best of Breed Solutions that Empower Organizations to Provide Better Customer Service via SMS
OpenMarket, a leader in enterprise mobile engagement, today announced its new global mobile messaging partner program that brings together best of breed third-party solutions for companies interested in leveraging functionality beyond basic SMS. The program will create significant value for OpenMarket’s expansive roster of enterprise customers looking to transform how they engage with their customers and provide better service.
The initial program launch will feature In the Chat and Interactions, and integrate their agent chat, social media, and virtual assistant technology with Mobile Engagement Platform. By working with OpenMarket and its partners, enterprises can provide better service to their customers. For example:
- Hotels can send a welcome text message with the room number to guests after they check-in and invite them to text back.
- They can then leverage machine learning to determine what guests are texting about and automatically respond appropriately.
- Additionally, companies can offer travelers the option to chat live with a hotel representative without having to download a mobile app.
Similar customer service use cases can apply to nearly every industry, including financial services, retail, transportation and call centers.
With the goal of delivering a superior mobile customer experience, many organizations are now text-enabling their landlines and toll-free numbers to meet consumer preferences for texting instead of calling for customer support. According to a 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. Additionally, 77% of the millennial generation reacts more positively to companies that offer texting communication options.
“We believe mobile will fundamentally transform how enterprises communicate and engage with their customers,” said Jay Emmet, General Manager for OpenMarket. “We are committed to assisting companies in navigating this profound shift by enabling them to deliver superior customer experiences via interactions with higher value. Our partner program is based on our deep mobile messaging expertise paired with our partners’ understanding of the importance of offering innovative, yet cohesive solutions that build long-lasting relationships with customers at every step in their journey. ”
“Very few people have surplus time in their lives today that they wish to invest in a phone call with a service provider,” said John Huehn, CEO at In the Chat. “Customer service over text messaging is fast, personal and convenient for consumers and more than 50% more efficient for companies than phone-based customer care. Together, In the Chat and OpenMarket enable enterprise-scale customer service, from automated notifications through fully skill-routed two-way agent-supported customer care.”
“Interactions is excited to be working with OpenMarket to bring our text-based Virtual Assistant solutions to market,” said Dave Parkinson, Chief Operating Officer at Interactions. “The combination of Interactions conversational customer care platform and OpenMarket’s mobile engagement solution creates a truly unique offering in the market focused on engaging customers through responsive, two-way mobile messaging. SMS is the fastest growing customer care channel and we’re proud to partner with OpenMarket to bring innovative solutions to market.”
OpenMarket’s Mobile Engagement Platform allows global enterprises to easily create and deploy smart, interactive mobile engagement services globally with connectivity to over 200 countries. OpenMarket is the first mobile engagement provider to offer short codes, local numbers, and text enabled toll-free numbers for enterprise messaging in the US and Canada. The company’s mobile messaging solutions support over 400 enterprises globally, including four of the top 10 most respected global brands. By using OpenMarket’s Mobile Engagement Platform and working with its partners, enterprises are able to mobilize operational processes, optimize internal and external communications, improve customer experiences, drive brand awareness, and generate new revenue opportunities.
For more information on OpenMarket’s Partner Program, please visit www.openmarket.com/partners.
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.
Amdocs is the market leader in customer experience software solutions and services for the world’s largest communications, entertainment and media service providers. Its portfolio powers The New World of Customer Experience™, where a wide array of innovative and personalized services is delivered seamlessly to end users, regardless of device or network. For more than 30 years, Amdocs solutions, which include BSS, OSS, network control and optimization, coupled with professional and managed services, have accelerated business value for its customers by streamlining complex operating environments, reducing costs and speeding time to market for new products and services. Amdocs and its more than 24,000 employees serve customers in over 90 countries. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $3.6 billion in fiscal 2015.
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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, 2015 filed on December 10, 2015.
 “The High Demand for Customer Service via Text Messaging,” Harris Poll 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.