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REACH Interactive

Instantly engage your community via text and voice

AGENT511 combines ad hoc notification and chat to reach your community on-demand. It is trusted by BGE, PEPCO, and NJSHARES to deliver real-time grant information.

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Ad hoc contact center engagement

The platform facilitates proactive, targeted text messaging with two-way messaging responses routed to a virtual assistant and/or live agent.  Add artificial intelligence rules to offer 24×7 self-service responses to easy requests.  Key components include:

  • Configurable automated replies and templates
  • API integration with telephony and CRM platforms
  • Voice and text notification and two-way capabilities
  • Virtual assistant capability for 24×7 self-service
  • Integrated multimedia to provide remote assistance and additional situational awareness

Instant segmented communications

Sending high-volume personalized communications that ask users to respond via text messaging.

  • Partition lists based upon data analytics such as power or payment status, type, and location
  • Lists may be integrated or manually uploaded
  • Personalized messages with flexible fields
  • Dashboard to verify delivery results
  • Secure SSO portal easily provisioned

REACH Results

REACH is an award-winning application that has run consistently for over a decade.

  • AGENT511’s text messaging notifications are read 95% of the time (6-8x more than email)
  • During heavy storm activity, REACH processes 100,000+ outages every few minutes
  • Our client BGE won the 2021 Chartwell Bronze Customer Care award for its implementation of REACH text chat
  • Over 85% of customers polled appreciated their outage notifications
  • Real-time AMI initial outage notifications alleviated 75% of contact center calls reporting the outage
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OUR IMPACT

BGE awarded for live text chat developed by AGENT511 to alleviate pandemic call volumes

With REACH, the electric and gas utility avoided nearly 2,000 phone calls using text chat. After the state lifted its moratorium on service disconnections, BGE needed a way to alleviate the congestion with the influx of customer calls. REACH offered an easy interface from the voice system to initiate and maintain a text session with an agent. Text messaging offers a flexible, asynchronous way to connect customers at their convenience with a specialist. BGE won the Chartwell Bronze Customer Care award for its implementation.

View our BGE Case Study

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