Messaging products built by communication experts. AGENT511 is the premier provider of interactive mobile messaging technology.

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RULES ENGINE

AGENT511 processes financial, ticket updates, meter data, 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 both available on the customer dashboard as well as preconfigured.

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PREFERENCE MANAGER

The AGENT511 Preference Manager facilitates opt-in/out via web portal, API, and two-way channels and is able to serve as the System of Record for client preferences. Its bidirectional Preference API can be integrated with Customer Information Systems (CIMS), including Oracle CC&B and SAP. Customer preferences are synchronized in both real-time and batch processes that are optimized for the largest organizations.

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TCPA OPT-IN MANAGEMENT

The AGENT511 ENFORCE 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 AGENT511 REACH Preference Center, can interact with ENFORCE through published API’s and receive a near-instant response on whether a communication may be attempted. ENFORCE ensures that every individual outgoing communication complies with TCPA, do not call lists, and internal policies.

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TWO-WAY INTERACTIVITY

REACH maintains interactive two-way multimedia messaging sessions for trouble ticket reporting, status updates, and informational queries. The entire session is readily configurable via application wizard, including canned interactive responses such as date/time, option menus, verified location, and account information. Incoming location uses to triage service requests are validated against commercial services such as Google API or internal GIS. The system is able to respond to invalid or expired responses from the user. If the system cannot deliver the applicable user experience, the wireless user may be routed to live chat and/or IVR.

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GEOSPATIAL ROUTING

Upon receipt of any request – whether initiating a text chat or creating a location-based customer preference – the system is able to 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 – whether 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.

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MULTICHANNEL COMMUNICATIONS

AGENT511 unifies multichannel communications by delivering SMS/MMS text and multimedia messages, 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.

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MULTIMEDIA CHAT

The 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 text chat includes canned messages, multilingual support, automated best effort translation, and location request and mapping. All sessions are archived and can be integrated with a call recorder. The system is integrated with AGENT511 Preference Manager 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 backs – an especially valuable option for pocket dialing.

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