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UTILITIES

Customer satisfaction matters.
Provide utility customers with self-service access to outage
reporting and notification and peak demand.

REACH, powered by AGENT511, is a Utility Preference Manager that orchestrates customer subscriptions, applications, and communication channels across the utility.  It offers two-way text, email, voice, and social messages for power outages, billing and payment, demand and utilization, appointment reminders, marketing, and can be extended to include employee service dispatch.  REACH is an integrated, high-availability platform that breaks down application and business siloes by unifying customer information, communication services, and messaging analytics. With the addition of the AGENT511 TCPA Opt-In Management solution ENFORCE, unintended communication messages will be blocked from reaching customers by aggregating do not call, opt-out, blocked number, and number portability for text, voice, and email communications.

Features

  • SMS / MMS, email, voice, push notifications, social media
  • Aggregated interaction history
  • Triggered and ad hoc notifications
  • Two-way interactivity
  • Rich integration tools
  • API Access

Benefits

  • Maximize customer satisfaction
  • Facilitate TCPA compliance
  • Improve organizational efficiency
  • Mitigate contact center calls
  • Reach accessibility customers
  • Unify customer experience
  • Appeal to Millenials and Gen X

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Case studies

 

 

 

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Exelon/Comed

City of Chicago reduces call times with service request text messaging from AGENT511

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EMERGENCY – 911

Maximize situational awareness.
Multimedia messaging opens a rich real-time channel for 911 communications.

TEXTBLUE (ESRP / T-TCC), powered by AGENT511, is an interactive text and multimedia messaging platform, for state, regional, and local public safety communication centers, that delivers real-time SMS chats compatible with emerging NG911 standards. Supporting carrier text to 911 initiatives, the platform aggregates carrier SMS and MMS messaging from any phone or network, and performs geospatial location routing to the applicable answering point. Unlike other services, TEXTBLUE uniquely generates a parallel voice call to notify call takers. The system operates as an i3 legacy gateway, web portal, or is integrated with the most popular CPE systems.

Features

  • Call taker notification
  • Carrier aggregation
  • Accurate location reporting
  • Custom message routing rules
  • Text back
  • MMS multimedia
  • Automated login
  • Language translation
  • CAD and recorder integration

Benefits

  • Maintain compliance
  • Serves accessibility community
  • Rich data collection
  • Evidentiary purposes
  • Appeal to Millenials and Gen X

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Case studies

 

 

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BELL CANADA T9-1-1

Canadian telephone carriers improve access to 911 services to the deaf, hearing, and speech impaired community with AGENT511

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GREATER HARRIS COUNTY 9-1-1

AGENT511 delivers Greater Harris County 9-1-1 new emergency channels to the residents of Houston and surrounding areas.

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MUNICIPAL – 311

Extend your community reach.
Self-service citizen care on virtually any mobile phone means more time for urgent, complex calls.

CITYTEXT, powered by AGENT511, is an interactive two-way SMS text messaging platform that delivers on-the-go self-service citizen care on any phone or mobile network. Integrated with Open 311, the service offers citizens the ability to instantly create service requests such as potholes, graffiti, or street lamp repair via text message. Live, interactive chat is available integrated with popular call telephony platforms or via standalone browser.  Text messages are delivered via 311311 short code or the City’s 10-digit number.   Employee dispatch and “Reverse 311” are also available options.

Features

  • Integrated service request
  • Citizen service request updates
  • Text knowledgebase search
  • Live, interactive chat
  • Solicited pictures and video

Benefits

  • Mitigates contact center congestion
  • Maximize citizen satisfaction
  • Deliver services during off hours
  • Reach deaf, hearing, and speech impaired citizens
  • Create a smarter city

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Case studies

 

 

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CITY OF CHICAGO 311 – CHITEXT

City of Chicago reduces call times with service request text messaging from AGENT511

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ENTERPRISE

Streamline communications and accessibility.
Promotions, customer service, and account alerts delivered to your customers’ phones.

AGENT511 offers enterprise mobile communication solutions for businesses through an interactive text and multimedia messaging platform.  The platform can be leveraged to acquire inbound search requests from customers or live chat that includes text, multimedia, and location to deliver relevant services.  Live chat is provided either standalone or integrated with the popular next-generation call telephony platforms such as Genesis or Aspect.  Likewise, businesses are able to update customers and generate leads by sending timely, triggered multichannel communications to customers and prospects to promote engagement. TCPA Opt-In Management can be integrated into the platform to block unintended messages from reaching customers and insure communication complies with TCPA, do not call lists, and internal policies.  Channels include text, HTML and plain text email, voice, and social networks such as Twitter.

Features

  • Text, multimedia, and location services
  • Integration with popular call telephony and CRM platforms
  • Interactive, inbound communications, including pictures and video
  • Geographically aware messaging communications
  • Next-generation IP messaging compatible

Benefits

  • Encourage rich customer engagement
  • Efficient, relevant communications maintain customer attention
  • Spam free and secure
  • Appeal to Millenials and Gen X
  • Simple integration with all channels and applications

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Case studies

 

 

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Republic Bank

Republic Bank Tax Payer Solutions, built by AGENT511, mitigates call center volumes while increasing customer engagement with integrated text alerts.

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