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Text Messaging in the Enterprise: Only One Way to Do It Right

Mutare Introduces Enterprise-Grade Texting Solution for Two-way Customer Engagement


February 5, 2018

eText Conversation

Approximately 77% of adults in the U.S who own smartphones now report that text messaging is their #1 communication method of choice. What’s more, 8 out of 10 say they regularly text for business purposes with the expectation of a faster response. In fact, according to a recent Dynmark International study, 98% of text messages are read within the first three minutes of delivery compared to the 80% of phone calls that go to voicemail or the 75% of emails that are never opened at all.

“Clearly, any company hoping to stay on top of customer engagement and retention needs to embrace texting as a significant tool for customer interactions”, says Mike Sorensen, Senior Vice President, Technology Innovation at Mutare. “It is fast, efficient, cost effective and, above all, it’s what today’s customers want.”

However, allowing employees to communicate with customers or clients through their personal mobile devices is not a good solution. It is critical that the enterprise has a process in place to effectively manage customer-to-employee interactions and capitalize on the customer relationship.

Towards that end, Mutare has introduced Enterprise Text, a business-grade text messaging solution ideal for organizations such as

  • Banking
  • Insurance
  • Healthcare
  • Legal
  • Government
  • Retail
  • Travel & Hospitality
  • Consulting
  • Customer Service/Call Center
  • Social Services






Or any other customer-focused business or department.

Enterprise Text enables individuals within the organization to engage in two-way text conversations with customers, clients and patients from their PC or mobile device. It can be used with existing business phone numbers, including an employee’s direct phone line, or applied to a dedicated text-only line if required.

Should the conversation include personal health, financial, or other sensitive information, the employee can pivot the text to “secure messaging” mode and continue without risk of HIPAA or other privacy breaches.

Enterprise Text provides clear separation between business and personal messaging for mobile employees who can now use their personal devices for business purposes without risk to the enterprise. The result is swift and seamless engagement and issue resolution, as well as a positive customer experience.

Features and Benefits:

  • Simple mobile and web interface supports secure text engagement from any browser or mobile device.
  • Can be applied to existing business numbers for a single point of customer contact or applied to a text-only line for added security.
  • Protects the privacy of employees, enabling them to engage in text conversations with customers or clients on personal devices without exposing their personal phone numbers.
  • Records a full audit trail of conversations for reporting, compliance and analysis while making sure the organization saves and maintains control of any data contained within those conversations.
  • Can be integrated with an organization’s CRM, EMR, or other electronic data management system for quick access to customer contact/account information as well as a history of past text conversations.
  • Enables management of multiple conversations at once for more efficient, productive workflow.
  • Built-in switch to “after hours” response mode which sends a personalized auto reply to text messages that come in after normal working hours.
  • Complements Call Center/Team Operations: From the Enterprise Text Web portal, Administrators can easily assign groups of employees outside of the contact center to handle customer text messages, resulting in a more flexible, efficient and expanded customer service operation.

  • For more information contact Mutare at 847-496-9000 or mutare.com/etext.


    About Mutare

    Mutare creates customized software that makes communication easy, secure and efficient, with solutions for speech to text transcription, smart notification, smart chat, contact centers and more. For more information visit us at mutare.com.