Omnichannel messaging platform lets CX platforms circumvent B2C “messaging wars”
MONTREAL, April 19, 2018 – Oracle, Lithium and Zendesk are among the global software providers that rely on Smooch (smooch.io) to help transform the digital customer experience as the “messaging wars” between competing chat apps extends to business communications. Smooch enables customer engagement and bot platforms to connect businesses to users wherever they are. It also supports common platforms such as SMS, email and Google-powered RCS. A true omnichannel conversation platform, Smooch provides rich access to more global messaging channels than any other provider in the world.
“As competing messaging platforms battle each other for a bigger share of the market, businesses pay the price of having to integrate with and maintain disparate channels while consumers can end up suffering from a disjointed customer experience,” says Smooch co-founder and CEO Warren Levitan. “Smooch allows businesses to talk to customers on the channels they’re already using while delivering a unified omnichannel experience. We’re excited that CX leaders are leveraging our platform to close the customer experience gap.”
Modern chat and related technologies such as chatbots and voice assistants can serve customers quickly and effectively while delivering a more personalized and human experience. With a “build once/deploy everywhere” framework, Smooch allows chatbots and virtual assistants to operate on any messaging platform, taking advantage of each channel’s unique messaging features with no additional code.
“Smooch allowed us to rapidly extend our chatbot conversational capabilities to web and mobile SDKs, as well as to all the global chat apps, allowing us to focus our development efforts on our core bot platform,” says Suhas Uliyar, Vice President of Product Management and Mobile Strategy at Oracle. “Smooch has helped us to respond to our customers’ channel integration requirements while reducing our time to market and channel maintenance costs.”
Smooch (smooch.io) is an omnichannel communications platform that lets companies connect and interact with their customers through any platform or device, including all the popular chat apps, SMS, RCS as well as email, web and mobile in-app chat. The company raised a $7.6 million seed round in 2016 and is currently working with more than 50 customer engagement platforms including Oracle, Zendesk, Lithium, Sparkcentral, Ameyo, ComputerTalk, Zingle, Meya.ai and Yalochat as well as leading brands such as Four Seasons, Uber and Betterment. Smooch is based in Montreal and is privately held.