SMS Callback

Ease of use

SMS callback makes it very easy for a customer to communicate a callback request. A simple one word message could be used to generate a callback to the sender.

Contact Center Integration

With ICX Multichannel integration all SMS traffic could be centrally managed and various strategies like SMS surveys and two way SMS chat can be implemented.

Keyword Routing

Customers could be instructed to send different keywords for different kinds of callback from different departments. The system can use the keyword for effective routing of the callback to the appropriate agent.

Mobile number validation

When a customer sends a text message with a callback request the sender mobile number gets automatically validated once a successful callback is achieved. It also allows for SMS permission validation.