Cloud-based texting platform Textel has expanded its partnership with NICE to bring its texting service to NICE’s global customer base.
Textel platform enables users to reduce operational costs by replacing the need for phone calls with texts. It deflects calls to self-service SMS options and lets agents manage multiple interactions at once.
Brandon Pineda, Channel Director at Textel, said: “We’ve had a successful partnership with NICE CXone in North America, and we are excited to expand it internationally.
“Combining the solutions of Textel and NICE CXone, the ROI and benefits to businesses have been truly remarkable.”
Integrated seamlessly into NICE’s CXone platform, Textel provides users with two-way customer dialogues via SMS and MMS, enabling faster and more efficient communication.
The platform also includes features like skills-based routing, agent-initiated and blast outbound capabilities, Interactive Text Response (ITR), and more.
Further, managers may leverage full transcript reporting and analytics to identify agent strengths.
Darren Rushworth, President, NICE International, said: “We are excited to grow our partnership with Textel and offer our international customers another channel to communicate with their consumers via Textel, the gold standard of texting.
“Growing the number of channels to reach consumers promotes more opportunities for a frictionless customer experience.”
Textel also offers integrations with platforms like Genesys and RingCentral.
This news follows the announcement that NICE CXone and Cloud bookings increased by 300% year-over-year in Q1.
