Posted on 5-Aug-2003 08:01.
Filed under: News
Mobile phone users in Auckland just need to SMS TAXI and an address to a specific number and a cab will be on its way.
The technology, created by TXTCentre, allows the connection between SMS and call centres. Any industry can use this kind of approach. Incoming SMS are queued like other calls, providing an an alternative contact method. Instead of calling into a call center by land or mobile phone, customers and prospects can send an organization a txt message which signals a request for service.
Another feature of TxtCentre is Integrated Txt Response (ITR), which is the txt equivalent of Integrated Voice Technology (IVR). ITR enables automation by providing options or information to consumers without the drawbacks associated with IVR. For example, a “caller” can read each option while under no time pressure to pick the appropriate response. ITR can also be much quicker than IVR because consumers read rather than have to listen to, the options.
Txt messaging is a fast growing phenomenon – even in the older age groups. It used to be the domain of the under 20 age group, however, today txt messaging extends across all ages as a result of parents learning from their children and from aging of the original txt “pioneers”. The group of people who do not txt shrinks monthly. Every day there are approximately 50M txt messages sent and this figure grows month on month.