Syniverse is deploying intelligent fallback and real-time two-way text translation solutions to enhance its CPaaS offering.
Intelligent fallback is what Syniverse is dubbing a new feature of its HCP (Hyperscale Communications Platform). It redirects messages to a client’s preferred communication channel, enabling more successful contacts with end-users. Syniverse has already seen interest in intelligent fallback, particularly from the financial, healthcare and retail sectors.
Real-time two-way text translation facilitates sending messages across any channel in any language based on customer preferences. The translation takes place in real-time, and static alerts use pre-determined templates which can be reviewed and edited. Among others, the hospitality sector has stood out for its high level of interest in this solution.
Esther Tokognon, Senior Manager, Product Management at Syniverse, describes its orchestration solution as follows: “Our orchestration solution allows enterprise organizations to create customized, automated workflows for existing or newly desired message paths.
“This enables them to provide stellar customer experiences and service. We also connect and integrate into their existing business applications, so they do not miss any insights. The possibilities are endless.”
The upcoming intelligent fallback solution enables conversations to switch or ‘fallback’ from one messaging channel to another. For example, communications using RCS (Rich Communication Service, or ‘Chat’) can be automatically switched using custom fallback logic to Whatsapp, Social Messengers, SMS, and MMS. “It ensures that the customer or employee is “always connected” and able to receive messages on their preferred channel and device”.
Some of the benefits and uses of this technology have already started to emerge between Syniverse and prospective clients.
In the financial sector, intelligent fallback could help banks looking to fully automate their branches, including alerts, payment updates, and more. These communications require time-sensitive action, which is secure and will reach customers on their preferred channels. For financial services and insurance companies, it’s all about ensuring the client reliably receives the message in a secure environment. For retail and travel and hospitality, it could lead to more sales conversions as well and drive better post-sales experience (which is often overlooked).
The possible use cases for intelligent fallback are widespread. Any company looking to target end-users effectively could benefit from this solution, whether they are urgent messages from banks and healthcare providers, customer service teams or a business promo.
The healthcare and financial industries are two of the biggest sectors in CPaaS. Syniverse’s research shows the CPaaS market will continue to grow along the same trajectory, which means the marketplace for intelligent fallback will also increase.
Real-Time Two-Way Text Translation
Syniverse’s latest text translation solution will enable global companies to connect with its end-users worldwide in any language. It is a way for them to communicate with their clients without necessarily needing a dedicated customer service agent who speaks their language.
If a bank sends a message in English to one of its customers who is a Spanish speaker, and the customer replies in Spanish, this software will automatically translate and send the message initially sent to the customer. Messages would then continue to be translated for the customer (into Spanish) and from the customer (into English). When the interaction is complete, the language preference of that customer is saved for future communications.
The use cases for real-time two-way text translation are not limited to any sector and could be useful for any company with an international audience. Syniverse says there have been a lot of requests in the hospitality industry, such as clients with hotels or travel agencies keen to enhance customer service and guest engagement.
Tokognon spoke about some of its key differentiators with competitors: “We are really expanding our CPaaS offerings. We have some of the largest companies in the US, and we are tapping into different markets.
“We wanted to offer a holistic CPaaS environment and channel solutions for our clients where we are not only their text message provider but also supplying them with the tools that they really need to be able to engage effectively with their clients.
“We are growing a lot, and we have had a recent investment from Twilio that speaks to how big and promising our future and road map looks.
“You don’t get that kind of investment from a company like Twilio if they do not believe in your vision and execution method. That’s definitely something that separates us from competitors. We want to leverage the best-of-breed capabilities of our collective companies to offer our customers a much richer customer + employee experience.”
Looking to the future, Tokognon said it is working on a chatbot solution utilising conversational AI. Real-time text translation is another feature which she believes will be valuable for customers.
Tokognon revealed that Syniverse is also building an intelligent OTP (one-time-password) solution to upgrade its current offering. This will help make its products more secure for companies with sensitive information, such as banks.
If you are interested in intelligent fallback and real-time two-way text translation, you can find out more by visiting Syniverse’s website.
