Inference Solutions, a provider of cloud-based interactive voice response and complex call handling solutions, has added SMS as the newest channel to its Inference Studio 4.2 platform for North America. Inference Studio's multiple support channels include inbound and outbound voice and now SMS (text) solutions.
"It's no surprise that texting has become a preferred method for customer service for a smartphone-savvy generation, In fact, polling shows that 64 percent prefer communicating with businesses through SMS," said Callan Schebella, CEO of Inference Solutions, in a statement. "Ultimately, engaging with the customer on their own terms will be the winning formula. Inference offers an intuitive, centralized platform to easily manage across all locations and channels to ensure innovative businesses can meet this customer expectation."
Two-way text messaging is included in the latest version of Inference Studio, a full service creation environment for IVR, call routing, and transaction automation. Studio offers simple inbound IVR to self-service applications using speech recognition, text-to-speech, and voice biometrics.
Messaging support includes the "Send SMS" and "Reply SMS" nodes. These add to the more than 30 other nodes available for creating virtually any messaging or voice interaction. Users can now switch seamlessly between the two modes. For example, a user can build an outbound SMS notification script that escalates to an automated voice transaction or create voice calls that send confirmation via SMS receipt.