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Webtext Launch New Messaging Connector to Support Avaya Oceana 3.5

“We’re very proud to be able to offer smart messaging to Oceana customers”, said AJ Cahill, WEBTEXT CEO. “Today over 75% of the public chose text as their primary communication channel and WEBTEXT’s Oceana connector makes it possible for organizations with an Oceana contact center to reach mobile customers in their preferred channel.”

News
5
 min read

Transforming Customer Experience with Webtext and Amazon Connect

In a time when 97% of business calls go unanswered and nine out of 10 consumers prefer messaging over voice, contact centers are struggling to keep pace. Have you ever wished you could just text your bank, cable company, or any business’s contact center? Or better yet, when you’re driving and on the phone with an enterprise regarding a hotel or car rental reservation, a hospital appointment, etc. imagine if the person you were speaking with could text you the information you were seeking versus you having to write something down – now that would be customer service!

News
18
 min read

Increase Customer Engagement by Delivering Text-Generation Customer Service

If you’re like the overwhelming majority of Americans, 24 hours seldom go by without texting. According to a study on U.S. Smartphone Use in 2015 by Pew Internet, texting is the most widely and frequently used app — including making voice calls — on a smartphone, with 97% of Americans of all ages employing SMS at least once a day. And whether they use their thumbs or their forefingers, USA Today says that the average adult spends a total of 23 hours a week texting.

News
15
 min read

Recombinant communications: The new 'genetics' of enterprise communications

From artificial intelligence to new forms of computing to changes in how we work, learn and play, we live in an era of unprecedented change.

News
14
 min read

How Text Messaging is Changing the Customer Experience

Where once voice ruled, our fingers are now doing the talking.

News
18
 min read

Making Sense of the Messaging Landscape

Messaging continues to carry a lot of momentum, especially in the UC&C space, and the more research you do, new avenues open up that you hadn’t considered before. If it’s a lot for analysts to follow, it’s also a lot for decision-makers to follow, but it’s our job to provide perspective, and I’ll try to add some here.

News
18
 min read

Avaya Engagement Development Plantform Webtext Snap-in

Today’s consumer wants to choose, where, when and how they connect. That means that voice is now being augmented with chat, video, email and more recently texting (SMS). A rich toolset is required to give consumers the experience they want, wherever and whenever they need to connect.

News
12
 min read

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