Two Auckland-based technology companies have signed a deal to deliver SMS-based communications services for organisations wanting to better manage high volumes of in-bound and out-bound customer calls.
Zeacom and Australian Securities Exchange (ASX)-listed Datasquirt have signed an agreement to deploy Datasquirt’s SMS Queuing module within Zeacom’s unified communications software and to market it to customers.
The new product will be called Zeacom SMS Queuing and will be demonstrated for the first time at the Association of Local Government Information Management (ALGIM) Conference, to be held between 23 and 25 November in Taupo.
Zeacom SMS Queuing reduces in-bound and out-bound calls by automating both self-service and ratepayer communication, the companies say. For example, people can request council services such as graffiti cleanup or report damaged roads via text message.
Zeacom’s solution then automatically routes instructions to contractors, avoiding processing by a contact centre agents and improving response times.
Local government has been identified as one obvious market for SMS Queuing because council communications have traditionally been undertaken manually, using costly, standalone systems to handle high volumes of calls and letters, the companies say.
"It's a great opportunity to form an alliance with another global NewZealand business," says Aaron Ridgeway, Datasquirt's CEO. He says its great example of two New Zealand companies collaborating to meet a market need.
Ridgway says the opportunity in the niche Zeacom plans to tackle first, local government, creates an ideal fit between the two organisations.
"Selling our SMS queuing technology through Zeacom provides Datasquirt with an opportunity to extend our reach into additional geographies and vertical sectors throughout the world,” he says.
Miles Valentine, CEO of Zeacom, says councils need to reduce costs yet continue to communicate with their communities and provide a high level of service and response.
"Incorporating Datasquirt’s SMS technology into ZCC extends Zeacom’s track record of innovation in telecommunications for local government,” he says.
Zeacom, founded in 1994, boasts 2,500 customers across 25 countries.
Datasquirt provides SMS Queuing as part of Contact, its multi-channel communication solution.