CySMS Overview

Use Case One: Streamlining Customer Service

Imagine a scenario where a customer initiates contact through an SMS message seeking assistance. With CySMS, the inbound message seamlessly enters the system, allowing for efficient queue management and routing to the appropriate team member for prompt resolution.

Use Case Two: Targeted Marketing via SMS

In another scenario, a business aims to engage its client base through targeted SMS marketing campaigns. CySMS enables direct outreach by integrating with the company's database or CRM, facilitating personalized and effective communication with customers.

Use Case three: Abandoned Calls

If a customer hangs up in the queue or has selected callback in queue while awaiting an agent and hangs up, they will receive an SMS such as “Sorry we missed your call, we have added you to our callback in queue and will be in touch with you shortly. If you wish you to opt out, reply ‘Stop’.” The SMS Alert feature in CyCx empowers administrators to automate SMS notifications based on specific triggers within the system. This functionality ensures efficient communication with customers while offering control and flexibility in managing communication preferences.

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Description

CySMS revolutionizes customer communication by embedding SMS functionalities into various modules, spanning customer service, marketing, and administrative alerts. This comprehensive solution offers businesses a quick, easy, and manageable means of engaging with clients, partners, and team members.

How it Works

• Inbound SMS Queue Management: Incoming messages are seamlessly added to the inbound SMS queue, ensuring no customer query goes unnoticed.

• Automated Responses: CySMS allows for the optional sending of automated replies, acknowledging receipt of messages and providing immediate assistance.

• Intelligent Routing: Utilizing AI keyword recognition and CRM-based routing, incoming SMS messages are directed to the most suitable team member for efficient handling.

• CRM Integration: Integration with CyDesk enables agents to seamlessly access customer accounts or contacts from within the CRM, facilitating personalized interactions.

• Call Transition: For complex inquiries or extended conversations, agents can seamlessly transition from SMS chat to a voice call with the click of a button, ensuring effective resolution.

Benefits

• Enhanced Customer Conversations: CySMS facilitates better customer engagement by providing a direct and efficient communication channel, leading to improved satisfaction and loyalty.

• Operational Efficiency: Automated processes such as queue management and intelligent routing streamline workflows, optimizing resource utilization and response times.

• Personalized Marketing: With the ability to send bulk SMS messages and leverage CRM data, businesses can create targeted marketing campaigns tailored to individual preferences.

• Comprehensive Reporting: Conversations conducted via SMS are logged in CyReport, providing valuable insights for performance evaluation and strategy refinement.

Enabling and Configuring CySMS

• Module Integration: CySMS seamlessly integrates with existing CyTrack modules, enhancing their capabilities with SMS functionalities.

• Message Customization: Users can leverage the SMS message editor and standard templates management to create personalized and branded communication.

• Bulk SMS Campaigns: CyCall™ enables the sending of bulk SMS messages, with options to link replies to callbacks via CyCX Connect™ for efficient follow-up.

• Omnichannel Support: CySMS complements the omnichannel capabilities of CyCX Connect, ensuring a unified customer experience across all communication channels.

• Competitive Pricing: CySMS offers competitive SMS rates, making it an attractive solution for businesses seeking cost-effective communication solutions.

CySMS empowers businesses to have better customer conversations through its versatile features and seamless integration with existing modules. By leveraging the power of SMS communication, businesses can enhance customer satisfaction, drive operational efficiency, and achieve their communication goals effectively.

Configure CySMS

SMS Server

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The configurations in this tab are only available if the system is licensed for SMS Server.

 Add – Adds a new SMS Profile using the SMS Profile Editor. Following are three examples showing the SMS Profiles for SMSGlobal, Clickatell and Red Oxygen.

Note:

Click here to sign up for a free trial today and your first 100 messages are on SMSGlobal

http://hs.smsglobal.com/partnerregistration/cytrack

Each SMS service provider has their own format for the command which needs to be sent to them to send an SMS

For example it might be http://SMSSERVICE.COM?COMMAND=SEND&NUMBER=12345&MESSAGE=HELLO
which would send the message ‘HELLO’ to number ‘12345’

Or it might be
http://ANOTHERSMSSERVICE.COM?ACTION=SEND&DEST=12345&TEXT=HELLO

To be able to work with these different providers, we allow the name of the various parameters to be configurable, plus in some cases the value sent after the = is also set specifically. Please see the examples for a better understanding

Parameters

Name – Profile Name

SMS Profile Type – Currently the only type supported is HTTP with Callback

Sending SMS –

• Server URL – The web address (URL) provided by the SMS provider

• Data Fields–

  • Field Name – Name of the field

  • Field Value – Value of the field

• User Name – Username. You must provide the name of the username field and also the username value. Please see examples for more information.

• Password – Password

• Additional ID – In some configurations, there is an additional ID which must be provided – please see examples for more information

• Destination Number – The name of the ‘number’ field required by the SMS provider

• Message Text – The name of the field which contains the actual message to be sent

• Extra Field 1 – In most cases the SMS provider requires a ‘command’ type field – this allows you to specify the name and value of the command field

• Extra Field 2 – In some cases the SMS provider requires another additional field to be set – this allows you to specify the name and value of that field

• Internal Message ID – This is where we pass in the numeric ID of the message, as stored in the internal database, for linking with replies

• Success Response – When the send command is issued, there is a response. This value is what response is expected if the send request is successful

• Returned Message ID – The name of the field that the message ID is returned in, if any

• Poll Time(seconds) – The amount of time in seconds that the system should wait between

Receiving SMS and Notifications –

• Incoming TCP Port – TCP Port for incoming SMS and notifications

• Receipt Suffix – If your server is http://mydomain.com and you have specified port 12345 above, you can see the Receipt Suffix to ‘Receipts’ and then receipts would be sent to http://mydomain.com:12345/Receipts

• Incoming Suffix – Similar to the Receipt Suffix, this is what is added to the base URL of the server for Incoming messages
  
  
  

Setting Up Incoming SMS on SMSGlobal Portal

1. Log into https://mxt.smsglobal.com/login with Cytrack Account
2. Select Sub Accounts from setting -

3. Select the login button for Customer
   
   

4. Select API and Integration → Delivery Receipts → and update URL information.
   eg.

5. Select Virtual Numbers and update call back URL and MMS options

 Delivery Receipts –

• Message ID – The name of the field that indicates the ID of the message that the delivery receipt applies to

• Status Field – The name of the field which indicates whether the delivery was successful

• Success Value – The value passed in the Status field to indicate that the delivery was successful

• Charge Field – Some SMS providers report back the charge that was applied to the SMS – this is only stored in our internal database as a ‘string’ value

• Related Sent ID – The name of the field which indicates an additional ID field if necessary

• Status Code Field – The name fo the field which indicates the status, if necessary

• Status Date Field – The name of the field which the SMS provider reports the status date in. Because this can be any format, this is stored in the internal database as just a ‘string’ value

Incoming Messages –

• From Field – The name of the field indicating the senders' number

• To Field – The name of the field indicating the number that the incoming call was addressed to

• Message Text Field – The name of the field containing the text of the incoming message

• Related Sent ID Field – If appropriate, the ID of the message that this message is a reply to

• Retrieve Date Field – The name of the field in which the SMS provider reports the message date and time in. Because this can be any format, this is stored in the internal database as just a ‘string’ value

• Original ID Field – This field indicates the additional ID of the original outgoing message that this incoming reply relates to

• Charset Field – This field is for information purposes only

Once the Profile is configured, add the profile to the CySMS Server service by right-clicking on the profile column in the service configuration, and set the service to automatic and start it.