Business Messaging covers 4 areas. They include:
SMS Text to Speech, Fax and Email and their applications.
SMS services include:
Broadcast SMS for both 1-way and 2-way SMS. SMS messages have a 160-character limit and can be concatenated up to 1071 characters for multiple message send.
You can personalise SMS messages by inserting variable data into the message.
Messages can be scheduled and paced to be sent when required for your call centre communications.
You can create and track a HTML5 mobile page with shortened URL for SMS surveys and rich mobile engagement.
Email to SMS provides the ability to send SMS from a registered email address or domain using the configuration firstname.lastname@example.org. You can also receive inbound SMS messages straight to your inbox or online spreadsheet.
Recipient Message Management allows recipients to manage how and what communication they receive from you via SMS, Email, Voice or Social Media for community and interest group communications.
SMS Services can be used for:
System notifications, if a system goes down and an email can be generated a system alert can be sent as an SMS.
Contact centres can send SMS to callers confirming call outcomes or provide call reference numbers.
Contact centres can receive inbound SMS alerts from the public about dumped rubbish, repairs to open spaces with an automated reply.
Broadcast SMS can be used to send messages to staff for social club notifications.
Broadcast SMS can be sent for emergency notifications to key staff or councillors.
Broadcast SMS can be used to help with event communications and management
Payment reminder SMS messages.
SMS is used for roster change management.
SMS for the agriculture sector sends daily communications to farmers.
Integrated Library and Community Services SMS messages for overdue books, reserved book notifications and event communications.
Text to Speech (TTS)
TTS is the translation of text to a voice file. It can be used for website translation, calls to both mobiles and landlines or translation of text that can be listened to via an inbound call. Most written formats can be presented to a TTS engine to be translated to voice.
Using web services multiple TTS can be sent simultaneously with variables inserted for personal communication.
TTS call flows can integrate with outbound IVR to initiate a 2-way call or direct the recipient to select various options of the IVR menu.
TTS can be used with email so Email to Voice can be employed.
How TTS is Used
Many organisations recognize that TTS calls are used as an alert service as opposed to SMS which is more of a notification service. It is for this reason that it is employed to send alert messages if an IT system crashes.
Emergency organizations use TTS to send alerts.
Financial organisations use TTS for margin calls where a contact flow sends an email followed by an SMS followed by a TTS as a last resort before expensive legal proceeding commenced.
Collection call centers use TTS to send reminder calls. An example of that is a collections department was calling 200 individuals per day looking for payment. There was a lot of wasted time with busy or disconnected numbers. They adopted an outbound TTS IVR strategy where recipients were called and identified using data matching and given the option of selecting “One” to connect to a customer service person or press “Two” to be directed to a payment gateway. The result was contact increased to 950 per day as only inbound call were handled.
An airport implemented an inbound flight arrival and departure call service. Flight data was scrapped of the flight arrival and departure boards and inserted to a spreadsheet and translated using a TTS engine so individuals could listen to flight information.
Sales departments can forward calls to a mandatory contract that the caller must listen to be able to make a purchase freeing up time for the customer service person to complete work on their side.
Fax can be sent and received using Email to Fax and Fax to Email. You can also send bulk faxes from an internet web portal.
Web portal fax delivery provides the ability to send a fax document to multiple fax numbers simultaneously. Fax is affected by the privacy requirements in Australia where senders must adhere to the application of the Do not Call Register and not send faxes to fax numbers that have opted out of receiving marketing fax documents.
Many businesses use fax every day as part of their regular communications. Email to Fax or Fax to Email is used to simply send a document from a registered email address or received at an email address that is associated with a fax number.
There are many options available when you set up an email fax service. You can have a service that simply sends an attached document. You can also set up the service so you can write a message in the body of an email and this will be sent as a header or first page followed by an attached document that will be delivered as the second page or pages.
The subject of the fax can be inserted on the first fax page by writing the subject in the subject field of the fax email you send.
Security when sending an email to fax can be employed with different active security layers including requiring a challenge response such as an embedded password before a email can be sent.
The way fax is sent and delivered varies dependent on each type of business and the purpose of the document.
Reasons fax is still used
- Law enforcement agencies across the world use encrypted internet fax to send documents that require layers of security. Fax uses multiple delivery paths that include both a telecommunications security layer and encrypted data layer
- Tracked delivery is also important for vital documents. Fax provides that certainty.
- Farmers in specific geographic areas still have internet connectivity issues requiring a telecommunications connection to receive documents and this is where fax is vital.
- Some documents are simply to large to send by email so if you don’t do this regularly it is a real challenge for many people. Fax is the way around this problem.
- Fax is still used for remittance statements and purchase orders
- Medical practitioners use fax for secure document delivery
- Mechanics use fax to send handwritten documents to various recipients.
Service providers on the Commscloud platform provide Broadcast Email capability.
These services offer:
- Full email open tracking
- Alternate Email using text capability
- Scheduled delivery services
- HTML Editor for graphic creation capability
- Mail merge capability