A solution named SMS Contact is a communication channel between a final client and a Company with the following structure:

 

 
Final client, sending SMS, e.g. in response to the marketing communication of the Company, starts the process of passing his phone number to the Company’s call centre via SMS Contact application.
In response to this SMS, final client receiver proper SMS message from the system ("Hi. Our consultant will contact you soon”) and then consultant calls the client.

SMS Contact application can be both complex tool to be used by call centre without necessity of creating additional software by the Company and simple application which can be easily merged with the existing call centre management system.

The complex version of SMS Contact application has very highly developed functionality that can be used by call centre consultants, like the following:

• effective contact – „send offer”
• ineffective contact – „call in x hours/days”
• ineffective contact – „do not call again”
• „find contact”

Additionally, there is a administration panel enabling, amongst the others:

• Managing consultants access to the application
• Reporting coming in and coming out text messages
• Configuration and change of the text in the messages sent by the system