Available through Kakapo Systems' desktop suite, the new SMS integration lets enterprise end users send/receive SMS messages from the Unity console. The Unity SMS connector is only available in the United States. Steve Tutt, Marketing Director at Kakapo Systems says
“North America is a region of the world that still prefers communicating using SMS over third-party texting/calling apps like WhatsApp and Viber. SMS is still the default messaging platform for everyone in the U.S.”
With the launch of its SMS integration, Kakapo Systems now enables end users to send and receive text messages using any of its Unity Unified Communications offerings for desktops in a hosted PBX environment, and via Unity Reception. "We're trying to build everything into a single unified interface for inbound/outbound comms and third-party platforms such as CRMs. We want our users to have one platform to manage all of their communications workflows,” Tutt added.
How Does Kakapo Systems New SMS Integration Work?
Kakapo plans to roll out its latest integration in two phases, addressing two paramount markets: enterprise end-users and contact centers. In its first iteration, Kakapo's SMS integration will let all end users including reception and office workers to send text messages to others within a business setting. If they need to alert someone a guest has arrived, for example. They can even send a text to HR to inform them that their next interviewee is running late.
So, how does it work? Tutt told me, they have teamed up with Telestax, the leader in CPaaS enablement for communication service providers. This means that service providers can keep their existing relationship with Telestax and use Unity apps as the customer front-end to send and receive messages and attachments.
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Steve Tutt[/caption]
Once Kakapo releases its second version of the API, it will be geared toward contact centers, and work similarly to its slew of recent customer-focused updates such as Twitter Queues. Kakapo's SMS integration will let agents and management, send, receive, and route SMS messages. For contact center decision-makers who want to enhance the customer experience, this will bring them one step closer to realizing their enterprises' true omnichannel potential and delighting customers along the way.
