There seems to be a growing interest in using SMS to improve the customer service experience. Many of the major call center vendors have announced additions to their platform to handle SMS. (For example, Avaya’s recently announced Aura Collaboration Environment). Start-ups are targeting this front as well. The winner of this year’s Innovation Showcase at Enterprise Connect was TextGen (skippered by long-time telecom innovator Thomas Howe). Why the sudden interest in a channel that’s been around for 20 years?

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