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What Is Real-Time Text (RTT) Calls?  

Real-time text (RTT) is a paid telecommunications feature for deaf or hearing-impaired users on smartphones. RTT enables users to type and read text during a phone conversation, in real time without having to click send. It avoids the delays of traditional text messaging. RTT replaces traditional TTY devices.  

 

How Does an RTT Call Work?  

RTT calls are an accessibility feature in smartphones:  

  • To place RTT calls, turn the feature on in settings 

  • Incoming RTT calls are automatically received in the United States 

  • RTT calls include an audio stream that can be muted 

  • RTT can be used to contact 911 when speaking is not possible 

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Cloud-Based Agility

Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.

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Connected Journeys

The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.

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Omnichannel Unification

Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.

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Customer Context

Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience

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CRM 
Integration

Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.

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Artificial Intelligence (AI)

AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.

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Real-Time Management

Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.

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AI & PCI Compliance

Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
 

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