SMS call center solutions & contact center software

Long wait times, overwhelmed agents, and missed opportunities. Traditional call centers are under pressure, and customer expectations aren’t slowing down.

Customers expect instant, effortless support without being stuck in phone queues or navigating complex menus. But many contact centers still rely on voice calls alone, making it harder to meet rising expectations. 

SMS changes the equation. It opens a direct, reliable communication channel that reaches people instantly and fits into their everyday routines. By adding SMS to your contact center software, you reduce pressure on agents, resolve issues faster, and create a more responsive customer experience, right from the first message. 

SMS that works for call center agents, customers, and your ROI 

SMS simplifies customer support by offering a fast, direct way to connect. While voice and IVR remain essential for many inquiries, SMS gives customers another option, one that fits into their daily habits and allows for quick resolutions. Agents can manage multiple conversations simultaneously, improving efficiency without compromising service quality. 

Four key benefits: 

1. Increased agent efficiency: A single team member can handle several SMS conversations at the same time, reducing pressure and improving team output. 
2. Better customer experience: Texting is simple and intuitive. Customers get faster answers and don’t need to wait for a phone call. 
3. Lower operating costs: With fewer voice calls, contact centers reduce staffing demands and call center overhead. 
4. Stronger metrics: Monitor SMS response times, engagement rates, and CSAT to see measurable improvement. 

Key features that power SMS-first contact centers 

Infobip’s SMS call center software is designed for flexibility and performance. These tools help your team manage communication at scale: 

Two-way SMS conversations 

Enable real-time, back-and-forth messaging with customers using your business’s dedicated phone number. Support doesn’t stop when the call ends. 

Smart routing and automation 

Use keyword detection, intent recognition, or AI powered triggers to direct incoming SMS messages to the right department or agent. 

CRM and helpdesk integrations 

Infobip integrates with platforms like Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics 365, and Pipedrive syncing all SMS conversations with your customer data and history. 

Campaign management tools 

Launch business text messaging campaigns from a central dashboard. Segment customers, set delivery windows, and review performance with built-in reports. 

Secure and compliant messaging 

Stay compliant with global data protection laws. Infobip helps you protect sensitive customer information and ensure secure messaging workflows. 

Delivery insights and analytics 

Track every SMS message: delivery time, response time, engagement level, and click-through. Use analytics to optimize support and reduce resolution time. 

AI assistance and recommendations 

Infobip’s AI powered suggestions help agents draft replies, prioritize urgent tickets, and surface helpful content for faster issue resolution. 

Why contact centers choose SMS 

Adding SMS to your contact center toolkit brings operational and customer-facing advantages: 

• Fewer call escalations: Agents resolve issues quickly through messaging, reducing the need for second or third calls. 
• Higher satisfaction: SMS improves customer experience by offering a fast, convenient alternative to voice calls. 
• Multichannel flexibility: Combine SMS with email, live chat, phone calls, and other messaging channels to ensure full coverage. 
• Team productivity: Messaging reduces burnout by spreading support loads more evenly and allowing asynchronous work. 

• Proactive communication: Send appointment reminders, outage notifications, or delivery updates without waiting for a customer to reach out. 

See SMS in action: Real-world use case 

What our customers are saying 

Beyond the use cases, our customers consistently highlight the impact SMS has had on their operations, support efficiency, and customer satisfaction. 

SMS templates for call center communication 

These message templates can help you respond quickly, inform customers, and simplify your workflows. 

Appointment confirmation

Service update

Feedback request

Billing reminder

Support follow-up

Ready to transform your contact center with SMS? 

Your customers expect speed, clarity, and convenience, and SMS delivers on all three. By integrating Infobip’s SMS in your call centers, you give your team the tools to resolve issues faster, reduce call volume, and keep conversations flowing. 

From phone calls and live chat to business text messaging, our platform brings everything together in one place, powered by automation, AI, and real-time insights. Start your free trial today and take the next step toward smarter, more connected customer support. 

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