Collabr™ Use Cases

Sometimes referred to as 2FA, Two-step verification is offered by many applications as a way to confirm a user’s identity for security purposes. The user inputs something that they know (password). If the password is correct, the application sends the user an out of band SMS containing a string that must be input. and Google are two examples of applications that utilize Two-step verification. RestcommONE provides programmable APIs that make it easy to build two-step verification into new and existing business applications.

A2P allows applications to send a SMS to either a group of individuals or a single person. Businesses that are in retail or the service industry (doctors, hair stylists, auto repair, etc.) are beginning to utilize A2P to send their customers appointment reminders, loyalty rewards, win-back, mobile exclusive deals via SMS. And they are finding that A2P is having a very positive effect on their revenue. RestcommONE provides programmable APIs that make it easy and straightforward to add A2P services to their offering.

Push notifications look just like traditional SMS texts or phone calls, but are only sent to customers who’ve installed a particular app and opted into the service. They are messages that are relevant to users of a given application and the user does not have to be logged into the application to receive a notification. Use cases for notifications include reminders, increased engagement, notification and support. RestcommOne has iOS and Android WebRTC SDKs with built-in support for push notifications.

IoT technology can be found in just about any vertical space nowadays. It has found its home in healthcare, home security, manufacturing and equipment management. Typically applications are built on IoT platforms – many of which, utilize Sip Servlet technology that is available in Telestax RestcommONE CPaaS. Telestax has a fair number of IoT platforms that have been built on top of the RestcommONE platform. 

An Interactive Voice Response (IVR) system adds a professional touch to any business. Startups and smaller companies can use IVRs to make it appear that their company is larger than it actually is. Key features offered by an IVR include

  • Route the caller to the right agent or department
  • Automate customer support
  • Collect information about your callers
  • Never miss a call

IVRs are proven to Increase first contact resolution while reducing operational costs. Using RestcommONE Visual Designer, IVRs of any sophistication can be built easily and quickly. Once online, a RestcommONE IVR can be modified or extended to continually meet the needs of the business.

Masking phone numbers are used by ecommerce companies to allow users to call and text while protecting their identity. Organizations that operate a business where buyers speak with sellers will mask phone numbers to prevent transactions from happening off of their platform. Examples of services that benefit from masking phone numbers include taxis, delivery, cleaning and home repair. Masked calling refers to a technique made possible by programmable voice APIs. RestcommONE’s programmable voice APIs enable a developer to easily set up phone number proxies to keep parties from knowing each other’s phone numbers during a call.

Once an organization’s phone numbers have been SMS enabled to allow texting instead of calling, it is a straightforward process to introduce chatbots. Chatbots can capture an incoming text and have a conversation with the customer to uncover their actual issue or reschedule an appointment. Chatbots can save an enormous amount of contact center employee time and significantly increase customer satisfaction. Read about how chatbots improve appointment scheduling and rescheduling here.

Adding messaging capability to contact center applications brings customer service to a whole new level of satisfaction. It is now commonly known that customers would rather text than call. Sitting on hold is annoying to them. Further going through an IVR menu and not finding your issue is totally frustrating. By SMS enabling the contact center voice numbers, customers can now text instead of call. The process is easy to do.

IBM® Voice Gateway connected to IBM Watson creates a self-service agent to handle calls instead of a live contact center agent – or to assist contact center agents in real-time. RestcommONE is integrated with IBM Voice Gateway to support SMS messaging to Watson, allowing customers to send a text to customer service instead of calling.

Buyers love self-service shopping. It allows them to find an item they are looking for at the least cost. Go a step further by adding SMS capability to the customer portal to allow buyers to seek specific items, receive a picture of the item to their mobile phone or laptop; and if correct, provide the closest store location to purchase the item. Even better, hold the item for in-store customer pick up.

Settling a claim as soon as possible allows Insurance carriers to provide superior service while managing the claim cost. Enable insurance customers to fill out a claim on their mobile device and send a supporting photo by adding texting capabilities to the claims application. This shaves days off of the claim process and increases customer satisfaction.

Brick and mortar institutions are becoming a thing in the past. With programmable APIs, banking customers can execute all they need from their living room. Open an account using 2FA and WebRTC, video, voice and messaging support. Send SMS texts to customer service to ask a question or report an issue. Apply for a loan using messaging and real-time voice.

In-home patient care has become widely popular. It allows patients with non life-threatening chronic issues to care for themselves at home. It also significantly lowers the healthcare provider’s costs. Voice and messaging play a critical role in home health monitoring applications.  The application uses messaging to send diagnostic information to the doctor’s office and if necessary, a voice call can be initiated.