Message Systems Announces Powerful New Capabilities in Mobile Momentum and Message Scope

Two product essentials for companies to engage with customers across channels, enhance their customer care and enrich the brand experience in today's increasingly mobile communications environment.

April 12, 2011

COLUMBIA, MARYLAND – Message Systems, the industry leader in messaging technology solutions, announced today two product essentials for supporting customer communications in the mobile environment. Mobile Momentum™ is the mobile-enabled single platform solution for multi-channel messaging, featuring the ability to transform messages across channels – email, Short Message Service (SMS) and rich Multimedia Message Service (MMS) – automatically and in real time. Message Scope is the powerful customer care solution, providing the instant access to information about email and text messages that is required in a mobile, cross-channel environment.

Today's mobile consumers carry on conversations that start in email and switch to SMS text or MMS and back again. Two-way message-based conversations that bounce between channels or lead to mobile app or browser-based interactions are becoming the norm for billions of mobile phone users worldwide. Yet few companies can fully participate in these kinds of interactions. The reason is that companies still rely on a myriad of disconnected messaging point solutions – separate systems for email and others for SMS text – scattered across the enterprise and often redundantly deployed. Typically, these systems are built on old technology and not integrated, so they are not agile, responsive or smart enough to support the new norm of customer conversations. Further, when information about their digital messages is buried within the log files of multiple systems, companies can't readily access the data needed to provide responsive, high quality customer care, especially when critical messages go missing.

With Mobile Momentum and Message Scope, organizations can overcome these challenges in ways that enrich their customers' communications experience and reinforce brand loyalty, achieve differentiation in the marketplace, and lower operating costs.

“Messaging is fundamental to the mobile experience, and within more and more industries, the mobile experience is becoming the customer experience. Yet many companies find that even when they deploy a mobile messaging capability, they cannot fully engage customers and provide a smooth brand experience,” observed George Schlossnagle, Chief Executive Officer for Message Systems. “The reason is that customers don't recognize channel boundaries as they exploit all the messaging capabilities built into their smartphones. Our clients look to Message Systems for leadership in addressing these digital communication challenges. With Mobile Momentum and Message Scope, they now have the integrated technology foundation to support two-way message-based conversations, and provide the superior customer care that's expected by today's mobile customers.”

Mobile Momentum – The foundation for the mobile business

An industry first, Mobile Momentum is a mobile-enabled, single-platform solution for cross-channel communications that allows companies to participate in all the business opportunities emerging across the mobile landscape. Now enterprises and Marketing Service Providers (MSPs) can interact with mobile customers in an integrated, intelligent way across their channel of choice – email, SMS and MMS – and dynamically transform messages from one channel to another to suit their changing needs, preferences and circumstances. Using this single platform solution designed for the mobile environment, Mobile Momentum brings together all the data sources and customer-focused systems within an organization to ensure that messaging is timely, relevant and presented in the appropriate context – according to the preferences of the customer. Mobile Momentum provides MSPs and enterprises with the ability to reduce operating costs by consolidating their multi-channel messaging on a single, high performance and extensible platform.

Key capabilities of Mobile Momentum include:

• Rules-based Channel Deployment. Enables companies to write customer engagement rules for generating or responding to messages across multiple channels based on customer preferences and company policies, and to integrate those rules into their back-end business processes and applications in creating message-driven workflows.
• Smart Message Handling. Allows companies to invoke their rules, and then to convert and optimize message content on the fly for specific channels – email, SMS text or MMS multimedia messages (graphics and audio) – in creating contextually correct, conversation-style interactions with customers.
• Aggregator Management. Supports mobile networking standards and features advanced queuing/routing, so companies can establish and effectively manage multiple aggregator relationships and dynamically direct their mobile messages to aggregators that offer the best price and highest quality traffic handling.
• Integrated Reporting. Provides companies with valuable insight into the performance of individual channels (email, SMS, MMS) and gathers intelligence about customer behaviors to inform future marketing strategies and ensure progressively more successful customer interactions.

Message Scope – The essential customer care solution

Message Scope is an innovative, new solution that provides companies with clear visibility into their messaging operations to answer customer questions and diagnose and resolve other message-related problems. With more and more critical company communications taking digital form, this is an essential capability for responsive, high quality customer care. Message Scope also saves money by freeing valuable technical resources from the time-consuming process of sifting through message server log files to find answers. Message Scope automatically converts the highly technical data within those logs into clearly understandable and actionable information, and puts it in the hands of customer care reps to answer questions and resolve problems in real time.

Enterprises and MSPs – as well as wireless carriers, ISPs and hosting providers – now have precise insight into the origination, delivery and disposition of email and SMS messages. With Message Scope's intuitive web-based interface and powerful search capabilities, companies can readily respond to customer inquiries about message-related issues – missing notices or offers, spam incidents, inadvertent deletions and much more. Plus, they can augment the information in Message Scope with other data sources to provide a 360-view of customers or situations to aid in issue diagnosis and resolution. Armed with Message Scope, companies can resend messages, adjust preferences and take other corrective actions to ensure satisfied customers and a positive brand experience.

Message Scope is a perfect complement to Mobile Momentum. It can be deployed as a standalone solution in a company's call center operation or easily integrated into current customer care or CRM systems.

Key capabilities of Message Scope include:

• Powerful, Flexible Searches. Users can search on multiple parameters to quickly isolate issues, such as by email address or phone number, domain or carrier, subject, message type, time/day, date range, etc., and extend their search capabilities with an advanced query editor.
• Role-based Security. Companies can define different permission levels by employee job role to limit the information that is searchable or accessible, and control the actions that can be taken.
• Extensible Data Integration. Companies can feed in data from external systems to facilitate issue resolution and ensure high quality care, such as account information or activity, customer value indicators, reputation or AV/AS data, and message store records.
• Performance Optimization. Users get results instantly with solution designed for clustered, multi-server environments through optimized indexing for quick searches.

“Message Systems is committed to providing the messaging technology solutions that companies need to achieve message convergence,” added Dave Lewis, Chief Marketing Officer for Message Systems. “Now more than ever, having the capability to execute an interactive, cross-channel communications strategy aligned with customer preferences is critical for business success. Just as important to the brand experience is effective handling of the customer care issues that emerge from this multi-channel messaging environment. Combined, Mobile Momentum and Message Scope address these needs for today's mobile businesses.”

About Message Systems

The industry leader in messaging technology, Message Systems offers a family of software solutions and services that addresses the digital communications needs of today’s most innovative companies. Telecommunications carriers, ISPs, marketing services providers, cloud computing firms and social media companies rely on Message Systems software to power the message-based communications driving their critical business initiatives. Message Systems solutions get billions of unique messages to the right place at the right time every day through the full range of channels: email, SMS text and more. Founded in 1997, the company is headquartered in Columbia, Maryland, with offices and a network of partners throughout North America, Europe and Asia Pacific. For more information, go to messagesystems.com or call 877.887.3031.

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