2. • 96% of phone owners text or instant message (IM)
• 98% of texts/IMs get opened, 90% within 3 minutes
• Messaging accounts for 500% more volume than calls
MESSAGING IS THE WORLD'S MOST
DOMINANT COMMUNICATIONS METHOD
WHAT DOES THIS MEAN FOR BUSINESSES?
Source:The Economist, March 2015
There are over 4 billion instant
messaging accounts.
WhatsApp and SMS alone account
for 50 billion messages per day.
3. To adjust to this communications revolution, businesses
need to solve four main problems:
1. Multiple Apps- Over 10 messengers have 100 million users or more,
3 have a billion users. It is tasking and expensive to manage so many
channels
2. Demand for Speed- With messaging, customers expect real time
responses. Scaling responsiveness requires automation
3. Routing- To provide real time responses, messages must be routed to
the right person, or system, quickly
4. Compliance, Privacy and Safety- With employees and customers
communicating directly via cell phones, strict compliance, privacy, and
safety standards are required
BUSINESSES NEED TO MESSAGE WITH
CUSTOMERS BUT IT'S CHALLENGING
4. 1. Aggregator for messaging: 15 apps + SMS supported
2. Routing engine that uses Natural Language Processing and sentiment
analysis to ‘understand’ the customer’s message and send it to the right
person, system, or department for quick and efficient responsiveness
3. Tools for message handling such as multiple responders, timed
messages, templates, chat bots, and more
4. Follow on action system that sets up and optimizes the next
interaction between the customer and the business
5. Analytics that yield customer insights, operational improvements, and
geo-based service benchmarks
6. Compliance engine to handle privacy and security
7. Integrations with internal systems such as CRM, to improve routing
accuracy and enable scalable automation
OUR SOLUTIONS EMPOWER BUSINESSES
TO MESSAGE WITH CUSTOMERS
5. Message Routing
& Escalation
API to Business
Apps & Systems
Custom Vertical
Messaging
Relationship &
Marketing Tools
Data & Analytics
Enterprise
Systems
Employees
Workflows
Privacy and
Compliance Filter
OL ROUTING ENGINE - HIGH LEVEL OVERVIEW
