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In this segment, Tom Wright, senior editor at UC Today, interviews Kieran from NEC Enterprise Solutions about the growing demand for SMS engagement between customers and businesses. Kieran explains that SMS is an efficient, low-cost, and flexible alternative for customer-company interactions. He highlights that traditional voice queuing often leads to long hold times and customer frustration, as people dislike being tethered to their devices. A study cited found that 81% of individuals are frustrated by being bound to a phone or laptop for customer service. The appeal of SMS lies in its ability to alleviate these issues and enhance customer experience.
