One of the daily challenges within the Emergency Services is contact management across multiple channels, including SMS/MMS. Using ControlWorks, in combination with several Intelligent Message Threading products provided by Boomerang, the Contact Centre and Control Room can now easily manage 2-Way communications via SMS with the public efficiently, automatically updating existing customer contacts and incidents without the need for operator interaction.
As a slow-time method of contact, triaging customer contact through SMS, as well as gathering information from the public is typically an inefficient and operator intensive task. ControlWorks utilises boomAlert to automatically gather relevant information from the public using a ‘Virtual Assistant’ type capability before automatically allocating the contact to the correct department. Without operator interaction, the public can submit intelligence quickly and effectively to allow ControlWorks and the operator to identify how the contact, and potential subsequent incidents, should be managed with 2-Way Intelligent Messaging.
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