Text applications boost customer service

(Ericsson Global Newsletter)

AUCKLAND, NEW ZEALAND - Tuesday, January 20, 2004 - The major challenge for any organization that provides a contact-center service is managing the balance between cost and service delivery. Ericsson Mobility World partner TxtCentre's services, branded as TxtCentre, provide a user-friendly and cost-effective alternative based on text messaging.

The major challenge for any organization that provides a contact-center service is managing the balance between cost and service delivery. Ericsson Mobility World partner TxtCentre's services, branded as TxtCentre, provide a user-friendly and cost-effective alternative based on text messaging.

Instead of telephoning a call center, customers can send a text message that signals a request for service. The customer receives an immediate reply indicating when they will be called back. These customer messages can even be integrated into an existing call queue, along with telephone calls, e-mails and faxes.

TxtCentre also offers self-service applications. Integrated Text Response, which mimics Integrated Voice Technology, gives an interactive multi-level menu of self-service options that is more user friendly than voice menus. When TxtCentre is integrated into a company's back-office systems, customers can access their personal details and conduct transactions as they would with voice menus or Internet self-service.

One of the system's advantages is the popularity of text messaging. A Forrester report shows that even in early 2002, more than 50 percent of Western European consumers regularly used text messaging, and that 56 percent of them were older than 24. This represents a higher level of use per user than e-mail or the Internet, and positions SMS as the most popular communication channel after voice telephony.

Warren Tobin, TxtCentre CEO, says: "TxtCentre is the first true corporate SMS solution. There are many compelling applications, including paperless billing, on-demand statement delivery, marketing and sophisticated service provisioning. We expect significant growth over the next two years.

"TxtCentre is a small organization delivering cutting-edge solutions to an international market, and Ericsson's global reach, advanced thinking and professionalism make it a key partner. TxtCentre will continue to invest in this relationship and we are very pleased with the assistance we receive in return."

TxtCentre plans to introduce an MMS service when compatible handset penetration increases sufficiently. MMS technology will enable it to deliver image-rich content, offering enhanced distribution of items such as tickets to events, product brochures and bank statements to a customer's mobile phone.

Paul Redstone