Clearvoice CMS

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How Adaptive’s SMS Messaging works

Adaptive’s SMS Messaging is a message management solution designed to make contact centre users more productive when dealing with message work. Using Adaptive Messaging, messages can be received, routed into queues and automatically distributed to the next available appropriate user.

Adaptive’s SMS Messaging includes all the client software your users need to handle messages to your business. This means that corporate messages can be kept separate from internal company e-mails.

The SMS Messaging also includes a rules manager for messages. This determines what happens to a message when it arrives. The options include:

• Send an automatic reply, acknowledging receipt of the customer's message.


• Prepare a context sensitive draft reply, which is then presented to the user. To reply to the customer's message, the user simply reads, edits (if necessary) and approves the reply, then sends it with a simple click. Users of Adaptive Messaging have reported that using draft replies has reduced the time taken to reply to customer messages by half.


• Prepare a fully automated, context sensitive reply to a message and automatically send it to the customer. One example of this is an automated e-mail or SMS-based service enabling your customers to enquire about the status of their orders. The Adaptive message rules can be configured to recognize the request, look up the status in your orders database and automatically send a reply containing the relevant information.

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Adaptive Messaging includes a central message database, in which all sent and received messages are stored. Contrast this with traditional e-mail clients, which store sent items on each user's local computer, making it very difficult to trace all messages from or to a specific customer.

The message database browser enables users and managers to search easily for messages. One useful feature is the ability to search for all messages related to a specific customer, with a single click. You can also search for all messages or messages sent by a specific user and many other search criteria.

Adaptive Messaging keeps records of all user and message activity. The system includes a powerful reporting system, providing real-time and historical management reports.

For example you can keep a display on screen showing how many messages are waiting in each queue and how old the oldest message is. This helps with service level management. You can also keep a real-time user report on screen, showing exactly what each user is doing and how long they have been doing it.

Adaptive Messaging also delivers comprehensive historical reporting. Reports detailing service levels queue volumes, individual and team productivity and much more are all readily available. You can even export report data for use in other applications.

Adaptive messaging works with all industry-standard e-mail systems including Microsoft Exchange, Lotus Domino and Linux-based e-mail servers.

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Who can use SMS Messaging?

If your company or department receives more than 100 messages a day to a generic e-mail account like sales@ or service@, or you have a team of people who deal with customer e-mails, then, Adaptive Messaging is a must and is ideal for all kinds of call and contact centres.

Adaptive Messaging is also used by organisations to provide e-mail or SMS self-service applications. Applications include letting customers check an order status, stock availability, property details, airline flight arrivals, job availability and field service engineer status and arrival time.

What does it mean for business?

• Automated message processing reduces the number of messages that require user attention.
• User productivity tools increase the work that each user can do each day.
• Centralised message database keeps track of all customer contact and gives you an audit trail.
• Better management reporting leads to higher work quality and improved customer service.

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