Omnichannel Customer Engagement
Outbound & Conversational SMS
Outbound & Conversational SMS (or 2-Way SMS) is a feature that allows contact centers to engage in SMS interactions without the limitations of the old 1-Way systems.

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Outbound & Conversational SMS (or 2-Way SMS) is a feature that allows contact centers to engage in SMS interactions without the limitations of the old 1-Way systems.
The Conversational SMS function of NobelBiz OMNI+ transforms the simple SMS into a proper chat-like communication channel. We integrate SMS into the omnichannel experience for improved agent-usability and a superior customer experience.
An agent would get a request from a client to send an SMS. If the client decides to reply to the same SMS, the message gets back to the same agent. Unlike the traditional 1-Way SMS option featured by most existing solutions, with the 2-Way SMS feature, the client and the agent can easily have a conversation-like back-and-forth interaction via SMS.
Outbound SMS is great for sending informational SMS messages to customers one by one. For example, if a customer requests a payment link to be sent, it can be done while on the phone (using the Outbound SMS feature integrated within the agent script).
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