💬 Omnichannel Messaging Overview

IZT Cloud Voice Omnichannel Messaging offers enhanced messaging capabilities, allowing businesses to integrate different messaging channels into a cohesive private system. This way, customers are able to receive and respond to messages through SMS and social media platforms via a single interface. Additionally, it provides tools for agents and customers to manage and respond to queries from different messaging channels on their IZT Cloud Voice.

Requirements

Features

All-in-one Message Inbox

Agents are able to receive and respond to customers' queries from different messaging channels directly on their IZT Cloud Voice UC Clients, thereby saving time by eliminating the need for switching between apps or software to provide member services. The messages are stored on the PBX server, providing a central record of all messaging interactions.

Customer Contacting Using Business Number

Agents can use business numbers to message customers, while keeping their own personal phone numbers private. If a message requires escalation, any team member with appropriate permissions can quickly respond, ensuring efficient support.

Seamless Collaboration Across Agents

Agents can hand off sessions to another agent without transferring the conversation, allowing the customers to keep the same ongoing communication session with new agents. This improves the customer experience and reduces the switching stops.

Reduced Repeat Questions

With proper usage of the knowledge base and quick response templates, agents can share the workload across teams to reduce the customer waiting time for responses. The system automatically assigns chats to the first agent that picks up the session from the queue.