openPR Logo
Press release

SMS is a Valuable Media Channel for Middle East Businesses

01-14-2011 02:22 PM CET | IT, New Media & Software

Press release from: Interactive Intelligence

Mr. Shaheen Haque, Territory Manager Middle East & Turkey, Interactive Intelligence

Mr. Shaheen Haque, Territory Manager Middle East & Turkey, Interactive Intelligence

DUBAI, United Arab Emirates, 13 January 2011: When Short Message Service (SMS) is referred to by any of its more recognized given names — text messaging, texting, mobile messaging, etc. — it’s readily seen as a wireless tool for social interactions. Many businesses still aren’t sure where it fits into their enterprise and contact center operations. But the sooner they formulate a plan for SMS, the better. Because as texting volumes threaten to surpass those of email and voice, the value of SMS has become increasingly magnified.

SMS - the new preferred channel?
The pace of texting worldwide has increased immeasurably as service providers have made SMS easier to use, particularly between networks. Among service providers leading the surge, one need only look at Google and its integrated SMS offering for mobile phones (Google SMS is supported on all major mobile providers in the U.S.) Using the service, Google users can text a special number and instantly access the Internet’s considerable resources for businesses and product information anywhere in the world.

Interesting Facts
“SMS Market Statistics 2009 – Know Your Customer” Paul Shuteyev,, April 2010
• On average, text messages are read within 4 minutes, compared to 48 hours for email
o There are two times as many active SMS users as are active users of email
o Less than 10% of SMS is spam, compared to 65% of email being spam
• 55% of SMS subscribers say they use the technology to communicate with clients, customers and business partners
• Persons between the ages of 12-45 send 60% more text messages than make voice calls
• 60% of the world’s population now has mobile access to the Internet
• 67% of mobile phone users worldwide subscribe to an SMS text messaging service, meaning 2.1 billion people actively text on a regular basis (source: Mobile Statistics 2009)

More than 3 billion mobile users by 2014
Globally, Gartner, Inc. estimates that by 2014 more than 3 billion of the world's adult population (over age 18) will be able to transact electronically via mobile or Internet technology. Making Gartner’s estimate notable for businesses is its emphasis on the advances in mobile payment, commerce and banking technologies, which will make it easier to electronically transact via mobile Internet access and associated technologies such as SMS. Gartner’s findings indicate a 90% mobile penetration rate and 6.5 billion actual mobile business connections annually by the year 2014.

Market implications
For any company that already utilizes SMS and media channels such as electronic payment accounts (or that plans to), the same Garter study adds that:

• Many adults in emerging economies will have a unique addressable account for the first time, chiefly SMS, e-mail or payment account. The ability for these consumers to engage in consumer-to-consumer commerce with other individuals will also increase.
• Most adults who gain the new ability to transact electronically will come from emerging economies, estimated at $1 trillion annually by 2014. These markets will become much more "commerce-ready" as a result, and technically, global companies like Coca-Cola and Carrefour will have the potential to reach and transact with a significant majority of adult mobile users on the planet.

SMS in the multichannel mix
Contact centers led the early business-customer adoption phases of SMS, and essentially treated the technology as an extension of email. SMS technology has progressed to the point today, where it now plugs directly into the corporate network. In place of modems in telecom rooms, there are standard TCP/IP connections to SMS brokers.

In contact centers in particular, unified communications and all-in-one multichannel platforms have made it possible to manage all types of interaction media channels uniformly. By treating SMS as its own media type, such platforms make it easy to apply the same metrics to SMS as applied to voice, email, fax, and other interaction types. The benefit is that a contact center can steer text messages into an Automatic Call Distribution (ACD) queue alongside phone calls and emails for routing to an agent, yet isolate SMS from other interaction types for reporting and customer analytics.

Common SMS business drivers
SMS in large part has already reached “established” status in the business sector. Banks, for instance, have used SMS-based alerts now for years to notify customers of new services, account overdrafts etc. Mobile telco carriers alert their subscribers to service updates. And Google SMS has opened the door to information on thousands of consumer products with its portable FAQs. Perhaps more than any communications media to date, SMS allows companies of any size and shape to converge established business practices with creativity — meaning the possibilities for SMS are limitless. Consider these common SMS business drivers for example.

Goods and services ‘over the Internet’: Inviting customers to make purchases using their mobile phones transforms a business from “over the counter" and normal business hours to “over the Internet” at the customer’s convenience and location. Along with expanding a business’s market reach, providing options such as mobile payment makes the service experience seamless and more accepted by mobile consumers. Two industry findings from 2009 are telling: in a survey of 2,000 SMS subscribers, 67% of survey respondents said they would consider purchasing goods and services such as CDs, books, movie tickets, take-out food and travel tickets (airlines, car rentals, etc.) via their mobile phone, while 61% of mobile commerce revenues were the result of repeat purchases (source: “Mobile and SMS Statistics,”

Mobile marketing: Business still comes down to customer relationships. To a business’ advantage, SMS makes marketing and advertising more personal because contact is made using a customer’s most personal belonging - their mobile phone. Merchants can tailor their marketing messages to the individual, send messages at a specific time and to the person’s location, and respond to questions or comments immediately, thus creating a strong bond with each customer.

Employee collaboration: At a basic level, SMS can drive message delivery to employees and bypass a mobile email system. As an organization sends text messages to staff globally, employees can reply directly via text with two-way communications. At an advanced level, collaboration is more user-specific in that newer SMS applications are introducing features such as integrated presence management. Using SMS, employees can change their presence status, check the status of other employees, set up a meeting or conference call (numbers, date, time), and perform other functions that increase their availability to co-workers as well as customers and business partners.

Transport and logistics: Mobile phones and SMS are a natural fit for logistics. Among the possibilities - notify a field service technician of the time and location of their next call, notify a delivery driver of the address of their next pickup, track shipments internationally etc.

Notifications and data distribution: Using SMS for sending notifications and distributing data is beneficial to virtually any type of business, although the healthcare industry provides a key example. In the hands of doctors, nurses and medical staff, SMS text messaging is far more descriptive, and responsive, than traditional paging processes — especially when critical alerts must be issued.

Remote system monitoring: Remote system monitoring has become a practical solution especially for distributed organizations, and SMS alerts can be useful to notify a system administrator of a certain condition if warranted during the monitoring process. For example, use SMS in conjunction with a program that pings a server at scheduled intervals; the program can send an SMS alert automatically should the server ever malfunction.

All the above makes a strong business case for Middle East businesses to start harnessing the tremendous potential of SMS technology.

Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide. Interactive Intelligence is among Software Magazine’s 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine’s 2010 Best Small Companies in America. The company is also positioned in the leaders’ quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). Interactive Intelligence employs approximately 800 people and is headquartered in Indianapolis, Indiana. It has 16 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or; on the Net:

Product Information Contact:
Mr. Shaheen Haque
Turkey & Middle East Territory Manager
Interactive Intelligence Middle East
Dubai, UAE
Direct phone: +971(4) 4347217
Mobile: +971 (50) 4573186

Media Contacts:
Colin Saldanha
PO BOX 78835
+97150 6400762

This release was published on openPR.

Permanent link to this press release:

Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.

You can edit or delete your press release SMS is a Valuable Media Channel for Middle East Businesses here

News-ID: 158406 • Views: 3056

More Releases from Interactive Intelligence

Interactive Intelligence Positioned as a Strong Performer for Workforce Optimiza …
Dubai, United Arab Emirates – 9 November, 2016 - Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of cloud services for customer engagement, communications and collaboration, has been ranked a strong performer by Forrester Research in The Forrester Wave™: Workforce Optimization (WFO) Suites, Q3 2016. “Our ranking as a ‘strong performer’ underpins the success our nearly 3,000 WFO customers have experienced as a result of our all-in-one solution,” said Ric
Interactive Intelligence Launches Customer Engagement Cloud Service in the Middl …
Dubai, United Arab Emirates – March 10, 2016 -- Interactive Intelligence Group Inc., a global leader of cloud services for customer engagement, communications and collaboration, has made available a new customer engagement cloud service for businesses throughout the Middle East. The unique PureCloud Engage℠ architecture, along with its advanced functionality, fast deployment and simple month to month subscription terms offers contact centers accelerated business impact, more consistent outcomes, and the most
Software Magazine Names Interactive Intelligence among its 2014 Software 500 Ran …
DUBAI, UAE, 9th December, 2014 -- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has been listed by Software Magazine among its Software 500, a ranking of the world’s 500 largest software and services suppliers. This year Interactive Intelligence broke into the top 200 with a ranking of 182nd, which bests its ranking last year of 203rd. The company improved
Interactive Intelligence Signs NCBS as Elite Partner for Saudi Arabia
RIYADH, KSA, 20th November, 2014 -- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, today announced that it has signed National Company for Business Solutions (NCBS), represented by Eng. Zaid Bin Abdullah Al Shabanat (CEO), as an ‘Elite’ partner. Under the terms of the agreement, NCBS will sell, implement and service Interactive Intelligence’s products and services portfolio across all

All 5 Releases

More Releases for SMS

A2P SMS market | a2p, sms market, a2p sms, sms provider, sms service provider, s …
In order to study the various trends and patterns prevailing in the concerned market, Market Research Reports Search Engine (MRRSE) has included a new report titled “Global Enterprise A2P SMS Market” to its wide online database. This research assessment offers a clear insight about the influential factors that are expected to transform the global market in the near future. Report offers a 5-year forecast for the global enterprise A2P SMS market
Global A2P SMS Market
The Global A2P SMS Market Research Report Forecast 2017-2022 is a valuable source of insightful data for business strategists. It provides the A2P SMS industry overview with growth analysis and historical & futuristic cost, revenue, demand and supply data (as applicable). The research analysts provide an elaborate description of the value chain and its distributor analysis. Request for discount @ This A2P SMS market study provides comprehensive data which enhances
A2P SMS is one form of service in which SMS is sent from a web based application to a mobile subscriber. Owing to the provision of a secure and reliable operator channel and improvement in end-user experience, A2P SMSs are being widely used in industries such as tourism, banking and financial services institutions, ecommerce, entertainment, and healthcare. A2P SMSs are preferred over other content delivery mediums as they offer multiple
Introducing SANSA SMS Platform
New York, November 28 2016 DEVECORE announces the release of its new state of the art SMS Platform aka "SANSA". SANSA is a smart SMS platform which can be installed on standalone servers or rented on the cloud. SANSA can be used to connect to suppliers and receive messages from clients. It is the smartest and most affordable SMS transport platform on the cloud today. SANSA offers billing, reporting, management, notifications and many
infin-Payment SMS – Collecting Even Higher Amounts via SMS
Now consumers can pay amounts even bigger than ten Euros via SMS: infin Payment SMS permits processing SMS payments for any amount by using an innovative multi-step procedure. For vendors this establishes completely new business models and new target groups. Consumers will love quick and anonymous payment via SMS even more. The newly developed multi-step method accurately processes any amount to the exact cent. infin-Payment SMS being a quick, easy and
Bulk SMS Gateway
“Earn assured good income, achieve quick growth and build a flourishing career through mNatives, a SMS reseller program. Highlights – high return on low investment, global network coverage and 24x7 technical support, fully branded website which requires no technical knowledge, is easy to use and is beginners friendly, 100% message delivery guarantee with no down time. Buy SMS credits from mNative at wholesale price and resell them at your