A multi-channel communications strategy creates both a significant lift in response rates and a dramatic increase in interactive responses for many types of customer communications. By leveraging SoundBite’s intelligent, on-demand voice, text and email messaging solutions, organizations can quickly and effectively communicate important information to consumers across a variety of devices and communications channels.
SoundBite enables sophisticated customer communications strategies that leverage multiple devices and channels. These strategies can seamlessly blend a single customer interaction across multiple communication channels, allowing customers to receive information through one channel and respond using an alternate channel based on consumer preference. Furthermore, SoundBite enables multi-channel escalation strategies that allow for a single campaign to escalate from one channel to another – such as an email, to a voice message, and then to text message in subsequent contact passes.
SoundBite offers a number of compelling features that benefit voice, text and email messaging:
Web-based User Interface:
SoundBite's web-based interface is easy to use and provides simple navigation across campaigns, sub-campaigns, and contact passes for voice, text and email messaging campaigns. It also allows you to change specifications in your account such as message content, frequency of messages, and other rules. Its real-time campaign status enables easy campaign monitoring.
IP Network:
SoundBite features a IP-based communications backbone which provides the most robust and cost-effective communications capabilities across all channels and touch points.
AutoManage™:
To balance the flow of inbound and outbound messages, AutoManage follows a series of rules that monitor and govern sub-campaigns. AutoManage can automatically adjust the pace of contact attempts, by monitoring agent utilization, hold time, and failed contact attempts.
Campaign Strategy Manager:
This tool optimizes communications to contact customers at the right time, with the right message, via the right channel. SoundBite users can create and save templates that define default behavior for new sub-campaigns. This also allows users to test campaign strategies, save and re-use complex strategies and share best practices across the enterprise.
Integrated, Real-Time Monitoring and Reporting:
Integrated, real-time campaign monitoring and reporting enables ongoing campaign optimization to drive better results. Comprehensive and Customizable reports provide insight into current and past activities, and 'dashboards' give insight into performance against defined metrics. These reports detail the total of wireless versus landline numbers, message attempts, messages sent and messages delivered.
Regulatory Compliance and Data Security:
We are the only provider who is both SAS-70 and PCI compliant. PCI Data Security Standard (PCI DSS) is a key requirement for any service provider to process, store, or transmit cardholder data. Our SAS-70 audit report ensures that practices are in place to safely protect our clients' customer data.
