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Twenty First Century Communications announces Outage Text Messaging, a new feature for utilities to provide customers with outage restoration and status information via text messaging.
A simple modification to utilities' High Volume Call Answering (HVCA) call flow indicates whether to send their customers a voice call or a text message. TFCC receives the requests, routes them over our telecom platform, and returns call results to the utility in standard reports.
Customer communication is changing. According to the Pew Internet and American Life Project, of a U.S. population of 301 million people, 262 million or 80% are cell phone subscribers. Additionally, the number of wireless-only (no landline) households continues to increase, reaching 20.2 million, or 17% of all household by the end of 2008. (Source: September 2008 Nielson Study, "Wireless Substitution in the United States")
Consumers are becoming increasingly accustomed to communicating and doing business using their wireless devices. To help utilities respond to this growing trend, TFCC developed the functionality to allow them to send outage restoration and status updates via text message directly to their customers' mobile phones. It is just another way TFCC helps utilities enhance customer service.
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