Textel Adds SMS to NICE inContact CXone

Textel is integrating its SMS application into the NICE inContact CXone cloud customer experience platform.

Textel enables businesses to text with customers using existing business phone numbers. The integration adds two-way SMS functionality and toll-free mass texting to CXone. Textel further simplifies tasks like checking on a status of an order, sending a mass update, scheduling appointments, or resetting a password, through CXone, enhancing the customer experience journey.

NICE inContact CXone combines omnichannel routing, workforce optimization, analytics, automation, and artificial intelligence, all on an open cloud foundation.

"Textel is excited for this partnership with NICE inContact and being part of CXexchange," said James Diel, CEO of Textel, in a statement. "Our technology helps brands easily connect with their customers via the preferred medium of text. Texting significantly lowers call volumes, increases Net Promoter and Customer Service Index (CSI) scores as well as generates leads. Textel is now proudly integrated with CXone."

"Today's mobile customers look for the convenience of text messaging instead of phone calls for simple customer service requests. The customer experience includes much more than voice interactions," said Paul Jarman, CEO of NICE inContact, in a statement. "With Textel's SMS functionality NICE inContact customers can improve customer experience by providing service for customers via two-way text or proactive text notifications. We welcome Textel as part of the CXexchange marketplace."