E-Rep SMS solution utilizes Semantica NLP technology using its exceptional free language understanding capabilities to communicate with customers complaining or requesting services from the call center using SMS text.

The benefits for the call center operator for using SMS to communicate with customers for Q&A applications are:

1. Providing a better service to the customer.
   1. Many people prefer to use the SMS for sending a request rather than navigating the IVR and waiting a long time on the line, to talk with the rep.

According to JD power survey from January 2007, Customer satisfaction from Automatic Response System, mainly IVR, is declining. The main reason is that customers are experiencing too many prompts before getting the desired menu, and the lack of relevant menu option available to address the customer inquiry.

1. Operating the service 24 * 7 with no extra cost.
2. Getting the accurate service from the specific rep that can address the customer problem in the first interaction with the call center.
3. The operator can manage his workforce more efficiently and save money
   1. Reduce manpower cost. At least 50% of the call center’s tasks can be done with SMS communication only without the involvement of the service representative at all.
   2. Save money on Hardware investment in call center IVR system.
   3. More tasks will be scheduled.
   4. Less talking time of reps with the customer until the customer gets the right rep that can solve his problem.