Text Messaging

Skip the small talk with conversational texting

Text messaging provides a convenient, personalized and fast way for your business to communicate with customers — improving customer interactions and satisfaction. With one-touch responses and secure, personalized messages, your customers will love the ability to communicate on their own terms.

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Meet customers where they are

Offering text messaging benefits both the customer and your contact center. With the ability to contact businesses via text messaging, customers can swiftly resolve issues using a familiar channel while operations on the company’s side are streamlined as well.

Drive inbound calls

Utilize texting to prompt customers to call at their convenience, allowing you to increase payments and agent satisfaction.

Increase agent productivity

Let agents handle several digital engagements at once. Text messages, emails and chats are rolled into a single interface, keeping your agents connected.

Boost customer journey

Personalized text messages go a long way in helping increase customer satisfaction and their overall experience.

Have engaging conversations with reliable text messages

TCN empowers organizations to communicate with consumers through automated and agent-assisted text messaging. From customer conversions to appointment reminders, agents can quickly resolve inquiries via texting, improving the customer experience. Agents can also breathe easy knowing that automated skills-based routing will deliver the right text to them at the right time. By blending all digital channels into one agent interface, TCN Operator gives your agents a true cloud contact center solution.

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Use the type of texting that works best for you

There are multiple ways to send text messages to your customers, and the best choice depends on your specific business requirements. The most common form, SMS, is only one channel for customer communication. Learn more about texting strategies and how to apply them in your contact center with TCN’s Ultimate Guide to SMS Communication.

Short Message Service (SMS)

SMS, the most fundamental text messaging service, is supported by all mobile phones and carriers. It utilizes a standard protocol to send short, text-only messages up to 160 characters long. Due to this character limit, SMS is ideal for concise communication such as payment reminders, account balance inquiries, and payment confirmations.

Multimedia Messaging Service (MMS)

MMS messages offer significantly more flexibility than standard SMS. Character count is less restrictive, supporting content sizes between 550 KB and 1 MB, depending on the recipient’s carrier. Furthermore, MMS supports multimedia, including images, audio, and video clips. This makes MMS ideal for branded communications like payment links, visual aids for explaining payment options, or longer disclosures that exceed the character limits of a single SMS message.

Rich Communication Services (RCS)

RCS messages upgrade standard text messaging by offering more capabilities, including high-resolution media, suggested replies and typing indicators. This technology can revolutionize business communication with engaging elements (like carousels and interactive buttons) and trusted features such as verified sender profiles with logos and read receipts. However, the functionality of RCS messages is contingent on both carrier and device compatibility.

Registering your texting numbers

To help control unwanted text messages, North American wireless carriers now require all texting source numbers for application to person (A2P), 10-digit long code (10DLC), short code and toll-free to be registered. This verification process can be done through TCN and serves as an extra step in protecting consumers from spam and unwanted messages while building up your organization’s compliance with text communications.

Texting number registration compliance without breaking a sweat

Engage with your customers using a verified identity
Increase send throughput to meet your business needs
Simple registration using TCN’s Texting Process
Build, scale and optimize your messaging application

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Explore the features of TCN’s contact center software

All Features

Cell phone compliance tools, built right in

Take the guesswork out of texting and contact center compliance with access to consent profiles (opt-in management) and the cell phone scrub database to help minimize risk and stay current with federal regulations. TCN’s intuitive tool, Natural Language Compliance, is designed to automate contact center compliance and improve daily operations.

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Make texting your own

Texting Flows

Leverage conversational pipelines that automate AI-powered texting with TCN Flows. As a powerful, no-code automation tool, Flows transforms your customer service by enabling you to handle a wide range of customer inquiries and tasks. Provide instant support by guiding customers through various processes, from answering FAQs to completing transactions, while also freeing up agents to handle more complex issues.

Payments and collections

Automatically collect payments on products, services, bills and more with texting through an integrated platform that is PCI compliant.

Conversational customer care

Support the entire customer journey, regardless of industry. Text messaging supports agents working in service, sales and lead generation.

Promotions and notifications

Save time and money by distributing personalized marketing promotions and notification alerts or reminders to a broader audience via secure text messaging that boosts sales and keeps customers informed.

Text verification

Delivering one-time passwords via text message is more affordable and secure than passwords alone. Let your callers verify their identity via text authentication and two-factor authentication (2FA).

Texting at your command

Text Message Responses – Issue automated responses or callbacks for incoming text messages, allowing consumers to connect directly to a contact center agent when appropriate. These responses can be customized to your organization.

Text Message Intents – Communicate easily with your consumers with simple responses using exchange-based texting commands on various types of automated communications. (i.e., Stop, Yes, No, Confirm, Balance, etc.)

Monitor everything with Business Intelligence

Gain insights into all text message campaign metrics through intelligence, reporting & analytics that will help you boost customer experience, drive agent performance and measure success across all campaigns. TCN Operator can even pull call metrics from other channels to ensure your contact center is on the right track.

Give your reporting a boost

What our product experts are saying

“I can confidently say that TCN’s text messaging has been a valuable addition to TCN’s Operator contact center platform. TCN’s quickly growing Omnichannel now offers texting compatibility, allowing contact centers to quickly and easily reach their customers using the world’s most popular means of communication. Our clients appreciate the flexibility of texting digital communications and the convenience it provides their customers.”