AI-powered support platform to introduce SMS business texting features to optimize the customer experience
ST. LOUIS – January 19, 2023 –Capacity, the AI-powered support automation platform, today announced the acquisition of Textel, a cloud-based texting platform. With the acquisition, Capacity will enhance the end-user customer experience by expanding its capabilities to include AI-powered SMS business texting features.
Text is rapidly becoming a vital element of the customer service experience and is being prioritized by businesses, with 80% of customer service organizations set to abandon native mobile apps in favor of messaging by 2025. Yet, many SMS solutions offer only basic two-way SMS functionality, which doesn’t eliminate the need for manual customer service interactions. Together, Capacity and Textel will optimize the customer experience by extending an AI-enabled, two-way SMS feature to the Capacity customer base and introducing AI and automation into Textel offerings.
“Providing the ideal customer experience is top of mind for businesses, but can create redundant tasks that prevent employees from focusing on more complex projects requiring a higher level of attention. Capacity eliminates repetitive tasks by streamlining support via web, mobile, email and internal chat. Still, we needed to incorporate a missing element to the equation: SMS,” said David Karandish, Capacity co-founder and CEO. “Adding Textel’s deep expertise in SMS messaging will allow us to enrich our current offering and give teams even more time back in their days to complete their best work.”
Capacity and Textel both work toward helping businesses provide ever-improving levels of support to create more efficiency for internal and external teams and improve bottom-line revenue for organizations of all sizes. Now, they will work as one team to bring those capabilities to a growing number of companies and industries that wish to transform customer support, including contact centers, high growth companies and small businesses.
“The Textel team has made incredible strides in forming partnerships with the industry’s top CCaaS, UCaaS and POS platform creators and tailoring our platform to perform at the highest level, not only for small businesses but also for household name brands at the national and global level,” said James Diel, Textel co-founder and CEO. “Our partner-centric approach creates an ‘easy button’ for our newly combined team to drive value for our partners and help any organization that wants to keep its internal teams focused.”
Through this partnership, Capacity and Textel customers and partners will continue to receive the quality service they love and expect, with access to more tools that can transform the customer experience. Textel will operate as a subsidiary of Capacity and will remain headquartered in St. Louis, working with over 1,700 customers. The terms of the transaction are confidential. For more information on how Capacity enables self-service and helps teams do their best work, please visit Capacity.com.
About Capacity
Founded in 2017, Capacity is a support automation platform that uses AI to promote self-service, providing immediate Tier 0 and Tier 1 support for customers and internal teams. Capacity answers over 90% of FAQs and escalates more pressing, nuanced issues to the right person. Capacity works across chat, email, and SMS to help teams do their best work.
About Textel
Founded in 2014, Textel is the rapidly growing texting platform for businesses and contact centers designed to enhance the customer experience, increase customer engagement, improve contact center performance and drive revenue. With customers worldwide, Textel helps companies communicate faster and more efficiently than traditional channels.
ST. LOUIS, June 23, 2022 – Textel, the fastest and most reliable full-service, cloud-based texting platform for businesses and contact centers, announced an expanded partnership with NICE (Nasdaq: NICE) CXone to bring its innovative texting services to NICE’s international customers. By replacing the need for phone calls, Textel’s advanced texting platform lets users worldwide increase revenue while dramatically reducing operational costs.
“We’ve had a successful partnership with NICE CXone in North America, and we are excited to expand it internationally,” said Brandon Pineda, channel director at Textel. “Combining the solutions of Textel and NICE CXone, the ROI and benefits to businesses have been truly remarkable.”
Built seamlessly into NICE’s CXone platform, Textel’s integration lets users have flexible, two-way dialog with their customers via SMS and MMS. This lets customers communicate faster and more efficiently than on traditional channels (email, voice, chat). With features like skills-based routing, agent-initiated and blast outbound capabilities, agentless textbots, Interactive Text Response (ITR), call deflection, and group texting functionality, agents can oversee multiple interactions simultaneously. And, with full transcript reporting and analytics, managers have the tools they need to coach agents.
Textel was recently awarded the DEVone Application Certification. The distinction assures NICE CXone customers that Textel’s innovative cloud texting and MMS is a trusted solution that meets specific quality, performance, and security requirements upon technical integration.
NICE’s CXone platform takes a holistic approach to improve both agent and customer experiences, helping organizations of all sizes modernize and remain agile and resilient in today’s increasingly digital landscape with omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence.
Darren Rushworth, President, NICE International, said, “We are excited to grow our partnership with Textel and offer our international customers another channel to communicate with their consumers via Textel, the gold standard of texting. Growing the number of channels to reach consumers promotes more opportunities for a frictionless customer experience.”
About Textel
Founded in 2014, Textel is the rapidly growing texting platform for businesses and contact centers that is specifically designed to enhance the customer experience, increase customer engagement, improve contact center performance, and drive revenue. With over 1,500 customers around the world, Textel helps companies communicate faster and more efficiently than traditional channels (email, voice, chat). Visit Textel on LinkedIn and Twitter.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud-native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com
ST. LOUIS, May 24, 2022 – Textel, the full-service, cloud-based texting platform for businesses and contact centers, announced a new partnership with RingCentral. Together with RingCentral, a leading provider of global enterprise cloud communications, video meetings, collaboration and contact center solutions, they’ll bring full SMS and MMS capabilities to their customers. And in doing so, they’ll enable human conversations in a familiar, flexible channel customers want to interact on.
Built seamlessly into the RingCentral Contact Center, Textel’s integration lets users have a flexible, two-way dialog with their customers via SMS and MMS from their existing business number and DIDs. Centers can reduce average hold time and improve customer satisfaction ratings with features like skills-based routing, agent-initiated and mass outbound texting, agentless textbots, Interactive Text Response (ITR) call deflection and group texting. And, with full transcript reporting and analytics, managers have the tools they need to coach agents.
“We’re excited to work with RingCentral and bring the benefits of our offering to RingCentral customers through our integration,” said James Diel, CEO at Textel. “As part of the integration, which adds two-way conversational SMS and MMS capabilities as well as one-to-one and mass texting functionality, businesses can experience improved customer service while reducing call volumes and operational costs.”
Textel also integrates with RingCentral’s Unified Communications as a Service (UCaaS) platform enabling businesses to use SMS and MMS for mobile lead generation, website conversion to chat, booking appointments and reminders, promotions, and cross-department communications via the RingCentral unified app available on desktop, web, and mobile.
“Providing customers with a reliable, secure, and scalable business communications solution is core to our cloud communications platform,” said David Lee, vice president, product management at RingCentral. “The integration of Textel with RingCentral gives customers a platform that’s both easy to use and opens up an entirely new channel of interaction through SMS and MMS texting.”
About Textel
Founded in 2014, Textel is the rapidly growing texting platform for businesses and contact centers that is specifically designed to improve the customer experience, increase customer engagement, improve contact center performance, and drive revenue. With over 1,000 customers across North America, Textel is the texting platform for contact centers that want to communicate faster and more efficiently than traditional channels (email, voice, chat). Visit Textel on LinkedIn and Twitter.
ST. LOUIS, May 5, 2022 – Textel, the full-service, cloud-based texting platform for business and contact centers, experienced explosive growth in 2021, with both revenue and bookings up by more than 70% year-over-year. This growth was fueled by a 57% increase in new customers, as the company’s advanced texting platform saw accelerated pull-through from its expanding CCaaS partnership base. And, Textel reported a 114% net retention rate for the year, demonstrating the value of the platform and its customers’ add-on usage.
“Textel is in the middle of significant acceleration, and we are excited to be connected to more partners, platforms, and customers than ever before,” said Textel Founder and CEO James Diel.
Today, 97% of people reject or ignore phone calls from traditional outbound dialers, while 95% of texts are read within three minutes of being sent. And texts have a higher response rate than voice and email combined.
Research also finds today’s consumers want the convenience, flexibility, speed, and personal service of texting. As many as 91% of people say they would opt-in for text messages from brands, and 75% are open to receiving offers via SMS.
Reaching people where they want to be reached, Textel is changing how contact centers do business. One customer, Sono Bello, the cosmetic surgery specialists with 60+ locations across the country, struggled with low open, click-throughs, and contact rates. Their no-show numbers were unacceptably high. But by implementing Textel, appointment rates increased by 9%, leading to 500 more “shows” a month and a $1.5M increase in monthly incremental revenue. And they are now generating an additional $250K in incremental revenue per month with Textel-enabled re-engagement campaigns sent directly from their CRM.
And when Pearson, the world’s leading learning company, with 20,000 employees that deliver their educational products and services to students in nearly 200 countries, found their voice-based outreach no longer met their students’ needs, they deployed Textel. Overnight, their contact rate improved by 200%, with a 2X increase from a request for information to the enrollment process. Labor costs were reduced and both students and employees have reported positive sentiment around the experience.
“At Textel, we get excited when we hear about the success of our partners,” continued Diel. “Textel was founded to make it easy and seamless for businesses to adopt texting. But another beneficiary of our services is the people who are no longer tied to their phones on hold waiting to speak to a customer services rep or their computers waiting for a response in a webchat. Our texting solutions bring flexibility to the customer experience, creating refreshing interactions and driving real business ROI.”
Founded in 2014, Textel is the rapidly growing texting platform for businesses and contact centers that is specifically designed to enhance the customer experience, increase customer engagement, improve contact center performance, and drive revenue. With over 1,600 customers around the world, Textel helps companies communicate faster and more efficiently than traditional channels (email, voice, chat). Visit Textel on LinkedIn and Twitter.
ST. LOUIS, May 2, 2022 – Textel, the full-service, cloud-based texting platform for business and contact centers, was awarded NICE’s (Nasdaq: NICE) DEVone Application Certification. The distinction assures NICE CXone customers that Textel’s innovative cloud texting and multimedia messaging service (MMS) is a trusted solution that meets specific quality, performance, and security requirements upon technical integration.
By replacing the need for phone calls, Textel’s advanced texting platform lets users increase revenue while dramatically reducing operational costs. Built seamlessly into NICE’s CXone platform, the multi-directional texting solution provides full SMS and MMS capability on existing long-code and short-code numbers, letting customers communicate faster and more efficiently than on traditional channels (email, voice, chat). With features like skills-based routing, agent-initiated and blast outbound capabilities, agentless textbots, Interactive Text Response (ITR), call deflection, and group texting functionality, agents can now oversee multiple interactions simultaneously. And, with full transcript reporting and analytics, managers have the tools they need to coach agents.
NICE’s CXone platform takes a holistic approach to improving both agent and customer experiences, helping organizations of all sizes modernize and remain agile and resilient in today’s increasingly digital landscape with omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence.
“NICE has been a key partner of ours for several years now, and together we have brought the power of texting to major brands around the world,” said Textel Founder and CEO James Diel. “Receiving the DEVone certification is both an honor and a testament to the success of our relationship. We’re excited to continue to grow with NICE and help businesses adopt texting so we can all hang up the phone and get a little more time back in our busy lives.”
“The NICE CXone DEVone ecosystem creates opportunities for innovation and extends the power of the NICE CXone portfolio by providing a simple path to trusted applications and technology,” said Paul Jarman, NICE CXone CEO. “We’re pleased to present Textel with the DEVone Application Certification, reiterating our belief in the value their solutions can bring to NICE customers.”
About Textel
Founded in 2014, Textel is the rapidly growing texting platform for businesses and contact centers that is specifically designed to enhance the customer experience, increase customer engagement, improve contact center performance, and drive revenue. With over 1,000 customers around the world, Textel is the texting platform for contact centers that want to communicate faster and more efficiently than traditional channels (email, voice, chat). Visit Textel on LinkedIn and Twitter.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud-native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com
