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Products at a glance
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Products at a glance
We’re helping thousands of businesses
communicate more effectively.
Esendex was founded in 2001 with the mission of delivering fast, reliable and secure SMS services. Our commitment to quality hasn’t wavered, and now thousands of businesses worldwide rely on us
to deliver their messages.
We’ve developed additional communication channels such as Voice and Email, which, coupled with intelligent automation, enable a low-touch, highly effective multichannel messaging strategy.
Our experienced team, robust platforms, and ‘never settle’ attitude all combine to make it possible for Esendex to continually delight our customers.
Here’s just a snapshot of what we can do for you.
SMS Mobile & WebVoice Email Intelligent Multichannel
Messaging
Our products and industry use cases
At Esendex, we help thousands of customers across different industry sectors. All of our customers have one shared objective: to improve the way in which they communicate.
3 | Products at a glance
www.esendex.com
SM
S
Mobile Payments
Mobile
Forms
Cus
tom
ised
Mob
ile J
ourn
eys
Web
Pay
men
t P
orta
l
Mobile Surveys
Automation
SMS S
urvey
s
SMS
Onl
ine
SMS Chat
SMS API
Hosted IVR
Hosted IVR PaymentsCall Menu System
Hosted B
roadcasts
Text to Speech
Voice A
PI
Contact Platform
Intelligent Voice(with IVR)
Hosted Broadcasts
IntelligentMultichannelMessaging
SM
SEm
ail
Mobile & Web
Voice
Product use overview and comparison
Sector Product
DCA
s
Fina
nce
Insu
ranc
e
Gov
ernm
ent
NH
S
Reta
il
Util
ities
Logi
sitics
Leisu
re
SMS
Voic
e
Emai
l
Web
& M
obile
Uses
Booking/confirming appointments • •
Reminder notifications • • •
Status notifications • •
Business continuity • •
Staff communications • •
Call routing •
Payments • •
Collecting debt • • • •
Income and expenditure •
Data collection forms • •
Marketing promotions • • • •
Lead generation • • • •
Order confirmation summaries • • •
Click ‘n’ collect • •
Feedback surveys • • •
Market research • • • •
For details on each product please refer to the relevant product section.
4 | Products at a glance
www.esendex.com
Our professional SMS products
With more mobile devices than there are people in the world, and a 98% open rate*, SMS is one of the most effective means of communicating with your customers and staff.
When you send SMS via Esendex, you’re going to benefit from our direct connections with major networks, ISO 27001 accreditation, and our robust platforms supported by experienced engineers. This means all of your messages are sent quickly, securely and reliably.
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*Sources: GSMA Intelligence | Business2Community www.esendex.com
Esendex SMS products
We offer several ways for you to send SMS, all of which are powered by Esendex quality and reliability.
SMS APIs
Our APIs Our SMS APIs allow you to automate the sending of SMS from your existing business system. This
means perfect alignment to the way you already work. Integration with our APIs is easy no matter what
programming language you use. Build SMS into your apps, websites and software in minutes and set a
‘from’ address to let recipients easily identify the message is from you. Track their delivery thanks to our
push notification services.
SMS Online
Send SMS online Our powerful Echo platform enables you to quickly and easily send and receive SMS from your computer.
Send SMS via email Our email to SMS service offers seamless integration with your email client. You can send and receive SMS
to and from your email, meaning there are no separate inboxes to check and all your communications are in
one place.
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Plugins and integration guides
Our Plugins and integration guides show you how easy it is to integrate Esendex SMS with third party
software. From Goldmine to Zendesk, Magento to Outlook, you can start sending SMS messages via your
existing software quickly and without requiring development time. Visit our website www.esendex.com to view the latest extensions available.
SMS Surveys
Harness the power of SMS to deliver the questions you want to ask and gain the customer or team responses
your businesses depends on. SMS Surveys can be used to rapidly obtain staff and customer feedback,
satisfaction scores, employee engagement or responses for market research.
SMS Chat
With real time, two-way SMS Chat, single call centre agents can handle multiple conversations at once,
saving time and resources. If you have a large inbound call centre, SMS Chat could save you considerable
time and expense, improve your team’s efficiency, and provide a more convenient service channel for
your customers.
7 | Products at a glance
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Key features of Esendex SMS
What Why
Global coverage We can send messages anywhere in the world
Direct connections to networks Compliance, security and speed of delivery
Data security ISO 27001 compliance and banking grade 256bit TLS encryption ensures that your information is secure
Real-time two way communication Enable mission critical applications and maximise customer satisfaction with our super fast delivery and response times
Long numbers, shared and dedicated shortcodes Use the most appropriate type of number for your needs
Dynamic originators Brand outgoing messages with your company name or number
Simple, fast and fully-featured API Super-easy self-service API through which developers can send and receive SMS
Intuitive web platform for individual and bulk sends For non-API users, Echo makes sending SMS easy
Real time status updates Track and respond to events as they happen with real time delivery receipts through our API and online platform
Message scheduling Plan your messages ahead of time by scheduling campaigns to tie in with key events
Opt-out management Stay compliant with opt-outs supported as standard, plus tools to manage and export your opt-out data
Long SMS supported (up to 612 characters) Transmit detailed messages more clearly
Supports both GSM and Unicode character encodings Use all international languages or embed emojis in your messages for maximum impact
Deliver to landlines Text-To-Speech available for a wide range of languages
System integrations Our professional services team can integrate SMS with your business systems
Intelligent capability Combine SMS with any of our other products to create an intelligent messaging solution
8 | Products at a glance
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Our next generation Voice products
With businesses looking for flexible ways to communicate with their customers, our Voice product suite provides a high quality, affordable and easy to manage solution.
Our Inbound Voice solutions enable businesses to intelligently route large volumes of incoming calls concurrently, reducing costs and providing a better customer experience.
Our Outbound Voice solutions are ideal for businesses who make a substantial number of calls to customers, enabling you to automate much of the process, and free up your agents’ time for priority calls.
9 | Products at a glance
www.esendex.com
Esendex Voice products
Inbound Voice
Hosted IVR Esendex’s Interactive Voice Response seamlessly integrates with your call centre to provide self-service
options for:
Taking payments
Phone based customer feedback surveys
Granting customer account access
Self validation for any customer facing process.
By choosing an IVR you can increase revenue while reducing your operational costs.
Call Menu System Our intelligent inbound call menus route callers to an appropriate department or outcome, and offer a
professional and more affordable alternative to traditional switchboards.
Our call menus are custom built for each client, using your own greetings or one of our professional voice
over artists. Create tailored workflows to suit the requirements of your business, with anything up to seven
options for callers to select from.
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Correct validation details entered
No
Yes
Play greeting
Call started
End call
Incorrect validationdetails entered
Multiple incorrect validation details entered
Enter payment details Contact validation
Contact enters reference
Successful payment?Transfer to
contact centre
Play payment success confirmation
Example basic IVR call flow
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Outbound Voice
Intelligent Voice Contact Platform Built specifically for call centres, our platform has a dynamic range of scheduling features which can be
adjusted by our customers, including: the number of concurrent calls that can be made, re-try strategies,
call priority targets and campaign rollover criteria.
Hosted Voice Broadcasts Voice broadcasting enables you to automate your customer engagement by issuing a broadcast message
to all your customers at once. Messages can be sent to a landline or mobile and offer an efficient and
cost-effective alternative to delivering:
Appointment reminders
Customer or service alerts
Surveys
Promotions or event information
Product recalls
Business continuity.
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Hosted Voice Broadcast with Interactive Voice Messaging (IVM) IVM enables your customers to interact with your broadcast by either:
Transferring to a live call agent
Leaving a message
Answering a question
Opting out of future messages.
Text To Speech (TTS) Create a natural sounding voice broadcast initiated from a text message. Want to send messages in multiple
languages? Esendex’s TTS translates English, French, Spanish and German messages.
You can access our TTS service via our online portal, Echo, or via email, or via our TTS API. Choose a
language, select a voice, and type your message; it really is that easy.
Voice API For developers or customers wishing to send Voice messages from their own business systems, we offer a
Voice API (please request our Outbound Voice booklet or call us to find out more).
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Key features of Esendex Voice
Inbo
und
Out
boun
d
What Why
PCI-DSS compliant Secure file transfer protocol (SFTP) ISO 27001 accredited
Your customer data is protected
Management information and reporting Analyse and adapt your campaigns responsively
Ofcom compliant Answerphone Message Detection (AMD)
Actively recognises the difference between an answerphone and human voice, minimising silent calls
Seamless integration with PSPs including Worldpay, Sagepay, Cardstream, Verifone and Netbanx
Take hundreds of payments concurrently, 24 hours a day, 7 days a week
Fully configurable decision steps Personalise your call flows
Automate your collections or outbound calling Boost productivity, lower capital costs, and reduce the demands on your operational teams
Intelligent capability Combine our Voice products with any of our other products to create an intelligent messaging solution
Integrate with your existing telephone system or with 0344 and 0345 numbers
Easy to implement without needing expensive hardware changes
Uses a combination of human voice recordings and voice synthesis
Creates the ideal, personalised caller experience
Responsive playback features Ideal for summarising payments
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Evolving communication through
Esendex Mobile & Web
Take advantage of the explosion in tablet and smartphone use by creating online experiences specifically targeted towards these devices. Whether it’s completing a payment, taking a survey, purchasing e-tickets or powering your promotional activity, Esendex’s Mobile Journeys and Web Portals allow you to capture and keep the attention of customers wherever they are.
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Esendex Mobile & Web products
Mobile Journeys
Interacting with web content on a mobile is often challenging: the forms fields aren’t big enough, it takes too
long to complete an action, and it’s easy for customers to lose their way. Triggered by a link within an email or
SMS, Esendex’s Mobile Journeys remove distractions and difficulties, and make it easy to complete a specific
goal or task.
For example:
Completing an income and expenditure assessment
Making a payment (we’re PCI-DSS compliant)
Providing feedback on a product, event or service through a survey
Receiving promotional information
Launching a new product or service
Conducting market research
Data collection.
Mobile Journeys support text, form, audio and visual formats, so you can offer a multimedia experience and
retain brand consistency.
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Council Tax payment
Product / service feedback Special offer promotion
Ticket sales Financial assessment
Mobile Journeys in action
Our experienced team are on hand to help you create the perfect engagement solution for your business.
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Web Portals
Esendex’s Web Portals deliver friction-free processes for desktop and tablet, allowing your customers to
securely make a payment, complete an application, or provide data that triggers additional actions.
A simple and secure, fully branded desktop and tablet experience has never been easier to achieve.
Web
Por
tal
Mob
ile Jo
urne
ys
What Why
PCI-DSS compliant and ISO 27001 accredited Your customer data is protected
Rich multi-level analytics Track and report on performance, from high level goals to detailed page level insights
Designed for use on a mobile Easy data entry on smaller screens, no distractions, and clear progress mapping
Designed for use on a tablet / desktop Matches your existing online identity to enrich your customers’ experience
Fully supported by the development team We can pass on the benefit of our experience and the hundreds of hours we’ve spent developing our products
Green credentials Replace paper-based processes to reduce costs and reduce your carbon footprint
Personalised customer experience Stand out from the crowd with an enriched mobile experience with which customers will enjoy interacting
Intelligent capability All of our communication products work together to create a contact strategy that really delivers
Key features of Esendex Mobile & Web
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Esendex Email – send with meaning
If you’re looking for a simple, effective way to communicate with your customers via email, particularly as part of a wider communication strategy, Esendex Email may be the solution for you.
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Esendex Email is a fully managed solution. We’ll work with you to craft message templates, which can pull in multiple personalised fields from customer name through to account balances.
We’ll then deploy intelligent workflows to determine which customers should receive which email template,
and when, either as an email-only messaging strategy or as part of a multichannel campaign.
Key Features of Esendex Email
What Why
Customised templates From a simple header and footer to a full custom design, HTML templates ensure brand continuity
Mobile optimised Reports estimate as many as 75% of emails are viewed on a mobile device*, so ensuring that your emails are mobile friendly is part of the Esendex Email service
Fully supported by the development team From logic and coding through to workflows and scheduled sends, our experienced team will help you optimise your results
Tailored reporting Get the insight you need to maximise your email performance with tailored analytics
Fully managed opt-outs We’ll keep your mailing list clean and ensure you comply with opt-out regulations
Intelligent capability Combine our email product with any other products to create an intelligent messaging solution for your business
Optional attachments Add a PDF attachment to your emails to replace letters, reducing cost and impact on the environment
Link tracking Review open rates, click-through rates, hard and soft bounces so you can optimise future campaigns
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www.esendex.com*Source: TechCrunch
Intelligent Multichannel Messaging
This is the process by which we’ll help you bring all of your customer communication channels together to create a low-touch, highly effective messaging strategy.
By combining SMS, Voice, Email, Mobile and Web, you increase your chances of reaching your customers and achieving your goals. The joy of working with Esendex is that we’ll automate the shift from one communication channel to another, recording customer preferences as we go, so you can relax and enjoy an ever-increasing rate of success.
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A working example:
Age of debt
Start of customer cycle
Age of customer Balance outstanding
Esendex decision engine(This determines the channel and tone of the message sent)
Customer is sent through the
sequence again
Customer A Customer CCustomer B
SMS reminder of late payment sent Customer removed: SMS recorded
as primary channel
Successfulresponse
Email reminder of late payment sent
Customer removed: email recorded as primary channel
Successfulresponse
Voice reminder of late payment sent
Customer removed: voice recorded as primary channel
Successfulresponse
Noresponse
Noresponse
Noresponse
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23 | Products at a glance
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Key features of Intelligent Multichannel Messaging
What Why
Utilise a combination of communication channels Improves the chances of your message being responded to
Decision engine selects the best performing channel Uses data such as the customer’s age and the nature of the message to elicit maximum response
Automatic selection of most appropriate message Tailored message templates allow you to treat your customers as individuals
Learning capabilities Records which communication channel customers respond to and can make it their primary channel
Ofcom compliant Includes Answer Machine Detection and Right Party Contact capabilities on our Voice platform
Automated, low-touch processes Our simple API and adaptable workflows combine to ensure great results without intervention
Fully customisable Every Intelligent Multichannel Messaging campaign is crafted to help you achieve your goals
PCI-DSS compliant and ISO 27001 accredited Take payments securely and protect your customer’s data
Supported by the development team Take advantage of our extensive experience in building bespoke campaigns that really work
Our professional services team have created thousands of bespoke multichannel workflows for customers of all sizes. We’re happy to share case studies with you
– just let us know.
Why Esendex
Regardless of which Esendex service(s) you use, you'll benefit from:
Dedicated account management
Free and unlimited technical support
24/7 monitoring of all of our platforms
In-house support and development
ISO 27001 certification (your data's safe with us)
Detailed reporting capabilities
Reliable and robust platforms
Exciting and innovative product roadmap
Geoff Love CEO
“Because we’re continuously improving our people, products and processes, our customers can trust us to provide a service that is second to none.”
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Get in touch to find out more…
If you’re interested in any Esendex products, or would like advice on your current customer engagement strategy, please contact a member of our friendly sales team who’ll be happy to help.
Esendex UK & Ireland
20 Wollaton Street
Nottingham
NG1 5FW
United Kingdom
The Arc
6 Mallard Way
Pride Park
Derby
DE24 8GX
United Kingdom
0345 356 5758
www.esendex.com
Esendex Europe
Av. Diagonal, 534
08006 Barcelona
Spain
900 800 470
www.esendex.es
Esendex Australia & USA
Level 10,
60 Albert Road
South Melbourne
VIC 3205
Australia
61 1300 764 946
www.esendex.com.au
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Designed and published by Esendex Ltd.
Esendex Limited 2016 | Registered company number: 04217280
