Use Cases
Soprano has customers from over 40 countries using our messaging technologies.
Our customers use SOPRANO Inbound to:
- Automate and streamline business communications processes
- Receive real-time sales and information enquiries
- Receive customer requests and feedback
- Receive call-back requests
- Improve customer service and customer interactions
- Provide customers with rapid access to information and support
- Provide services to mobile and hearing impaired customers
- Provide customers with access to SMS self-service systems
SOPRANO Inbound SMS for 13, 1300, 1800 and Phonenames
SOPRANO 1300/1800 Inbound enables a new channel to accept consumer requests through a single number, and is designed to complement and enhance existing 13/1300/1800 inbound voice services by allowing mobile users to SMS to a new or existing 13/1300/1800 customer service number to seek assistance from contact centres.
Businesses, Corporates and Governments can use SOPRANO 1300/1800 Inbound to capture enquires, questions and feedback via SMS and provide an appropriate response either using SMS or with a return call when a call centre agent is available to eliminate consumers waiting in an inbound call queue.
By implementing SMS technology into existing contact centre infrastructure, businesses, enterprises and government agencies can alleviate the pressure on their inbound call queues, which will ultimately reduce waiting times for consumers seeking assistance. This subsequently enhances the consumer’s experience of the brand because they do not have to wait as long to speak to an operator. SOPRANO 1300/1800 Inbound provides Enterprises and Consumers with the following benefits:
| Enterprise/Business/Contact Centre | Consumer |
|---|---|
| Reduced Telecommunication Costs: SOPRANO 1300/1800 Inbound does not charge for receiving an SMS, unlike mobile phone calls which are billed per minute | Cheaper: It is cheaper to send an SMS then make a mobile call. |
| Convenience: SMS is discreet and can be used anywhere anytime. | |
| Reduced Call Bottlenecks: SMS provides consumers with another channel to communicate with the organisation, this reduces the pressures on call lines during peak periods. | Eliminates On Hold Waiting Times: Consumers can send an SMS service request and wait for a call back. Alternatively, consumers can SMS in with a question and get the answer via an SMS or call back. |
| Manage Peaks and Troughs: SOPRANO 1300/1800 Inbound provides Call Operators have better visibility of the urgency of the requests and allows them to better prioritise whom they respond to during peak times. Non-urgent requests can be handled during trough times to increase contract centre efficiency. | Consumer Choice: Additional channel for consumers to communicate with Contact Centres. |
| Contact an Existing 13/1300/1800 Number: Consumers only need to remember one contact number. | |
| Full Automation: SOPRANO 1300/1800 Inbound gives contact centres the ability to fully automate mobile phone based customer interactions, leading to improved agent efficiency. | Self Service: Consumers get simple anytime, anywhere access to frequently requested information such as traffic reports, store locations, travel timetables, concert times and information etc. |
| Eliminate Waiting Times: By directing consumers to use SMS self-help services or request an SMS call back, consumers do not have to wait on hold. This improves service and customer satisfaction. | Improved Access to Information: Hearing impaired and mobile consumers can access an organisation’s services from their mobile phone. |
If you would like more information on SOPRANO Inbound 13 1300 1800 Phone Names please contact us.
