Folowing the closing of a $6.5 million round of financing, Centricient has released Centricient Messaging, a cloud software application that connects enterprises and their customers via popular messaging platforms such as Facebook Messenger and SMS/text messaging.
"Modern consumers don't have time for phone calls, and waiting for an email response is worse than watching paint dry," said Mike Myer, founder and CEO of Centricient, in a statement. "With Centricient Messaging, a customer can use their favorite messaging app to be immediately connected with a company representative."
Centricient Messaging includes a user interface optimized to handle many simultaneous conversations, agent coaches to help ensure customers are getting timely responses, real-time monitoring for managers, performance metrics, and contact center capabilities such as queuing, routing, transfer, and collaboration.
"We're not replacing existing CRM systems, just making them better," Myer said. "Centricient Messaging can be easily and seamlessly added to a company's existing customer service operations, allowing the company to leverage its investment in business processes and systems."
Centricient is releasing standard integrations for Oracle Service Cloud, Salesforce.com and Zendesk.
Centricient is also announcing a partnership with Helix Business Solutions, an Oracle Service Cloud solutions integrator. Centricient will partner with Helix to sell and implement Messaging in the Oracle Service Cloud installed customer base.
"I can't think of a more natural partnership," said Kevin Sherwood, managing partner at Helix Business Solutions, in a statement. "Our clients are anxious to tap into the popularity of messaging to further engage their customers. We will combine Centricient's innovative messaging platform and our deep expertise in customer experience to deliver an unmatched solution for enterprise messaging."