AGENT511 processes financial, ticket updates, meter, and any bulk data in accordance with an organization’s business rules and customer preferences. Rules are specific to each application such as triggers (balance > $200), frequency (daily, weekly), and preferred channel (text, email, or voice). Organizations may schedule filtered ad hoc alerts such as weather warnings, school closings, or client updates. Rules are available on the customer dashboard as well as preconfigured.
The AGENT511 Preference Manager facilitates opt-in/out functionality via web portal, API, and two-way channels, and serves as the system of record for client preferences. The bidirectional preference API can be integrated with Customer Information Systems (CIMS), including Oracle CC&B and SAP. Customer preferences are synchronized in real-time and/or batch processes that are optimized for both small or large organizations.
TCPA OPT-IN MANAGEMENT
In accordance with the Telephone Consumer Protection Act (TCPA), AGENT511’s compliance engine is a hosted, open software platform that aggregates do not call, opt-out, blocked number, and number portability for text, voice, and email communications. Built to block unintended communication messages from reaching customers, the platform self-updates with major telephony databases, 3rd party applications, and preference tools. Authorized clients, such as a Preference Center powered by AGENT511, interacts with the compliance engine through published API’s and receives near-instant responses when communication is attempted. The platform ensures that every individual outgoing communication complies with TCPA regulations, do not call lists, and internal policies.
AGENT511’s technology maintains interactive two-way multimedia messaging sessions for trouble ticket reporting, status updates, and informational queries. Sessions are readily configurable via the application wizard, including canned interactive responses such as date/time, option menus, verified location, and account information. The incoming location uses triage service requests validated against commercial services such as Google API or internal GIS. The system responds to invalid or expired responses from the user. If the system cannot deliver the applicable user experience, the wireless user is routed to live chat and/or interactive voice response (IVR).
Upon receipt of any request – whether initiating a text chat or creating a location-based customer preference – the AGENT511 system can query the user’s opt-in location and determine (a) validity of the location; or (b) routing instructions for the incoming message. Users will be routed to the jurisdictionally correct agency – a public safety answering point (PSAP), 311 center, health center, or enterprise service center. Routing instructions are configured in the platform and any polygons are updated in the geospatial router.
AGENT511 unifies multichannel communications by delivering standard short message (SMS) and multimedia messages (MMS) text, email, voice, push notification, and social network communications. The platform allows the organization to create priority programs and coordinate communications. On the backend, notification receipts are consolidated and available for analytics processing, and messaging templates are coordinated across the channels. AGENT511 offers preferred communication channel partners and supports a wide variety of interfaces to popular vendor channels.
The AGENT511 chat application creates a single, continuous session between a call center agent and wireless user. Upon receipt of a request to chat with an agent, the system creates a voice alert into the center, or via the call handling equipment, to alert the agent of the incoming text chat. AGENT511’s text chat features include canned messages, multilingual support, automated translation, location request, and mapping. All text sessions are archived and can be integrated with a call recorder. The system is integrated with AGENT511’s Preference Manager solution to include the user’s profile in the chat window. The call center agent can access the session via browser, integration with a 3rd party application, or through next-generation SIP/MSRP applications. Optional features include session reactivation and text back – an especially valuable option for accidental pocket dialing.