December 2019 Summaries

Smartphones have become a primary means of communication, making it easier for businesses to reach out to their customers. However, the desire to download and install new apps is at an all-time low, with 51% of people not downloading any apps in a given month. This makes app notifications less effective in engaging customers. SMS has a 98% open rate and 95% are opened within 5 minutes, making it a more reliable way to connect with customers. Businesses can use various options like toll-free SMS, local SMS, or short codes to engage with their customers through text messages without requiring them to download any additional apps.

Bandwidth offers a feature called Final Destination URI, which provides increased reliability in call routing by allowing users to failover to an alternative phone number when their usual inbound call routes fail. This attribute can be set at the Location or individual phone numbers level and ensures that incoming calls are connected even during system failures. The API Request for setting Final Destination URI varies depending on whether it is being done at the location-level or for a specific phone number.

Verified SMS by Google is a new technology that allows businesses to show their verified identity on a per-message basis. This feature displays the business's name, brand logo, and a verified checkmark alongside each message received from them. The aim of this innovation is to enhance consumer trust in messaging interactions with brands, leading to higher response rates and better overall experiences. Verified SMS works by associating the sender's number with their identity, ensuring that messages are routed securely without revealing content to Google. Companies like Bandwidth collaborate with Google to enable this feature for businesses using simple APIs. The future of Verified SMS includes international messaging and continued improvements in mobile communications.

Migrating telecom to Microsoft Teams can be a strategic move, but it requires careful planning and consideration. Key factors for successful migration include cost savings, productivity gains, and revenue growth. A typical implementation journey involves moving instant and group messaging first, followed by leveraging Teams meeting capabilities and finally migrating voice and calling features from legacy systems. When choosing between Microsoft Calling Plan or Direct Routing, organizations should consider their size, complexity, desired features, ease of management, and control over phone numbers. Key considerations for Direct Routing include leveraging APIs, eliminating downtime, porting numbers systematically, and preparing for E911 requirements. Working with an experienced partner like Bandwidth can help ensure a seamless migration process.

The focus on corporate culture has led to debates such as open vs. closed office layouts, with "culture" often being associated with employee happiness and business success. However, the true meaning of "culture" in this context is not about beer taps or ping pong tables, but rather how engaged employees are. Employee engagement can be driven by empowerment, inspiration, and enablement, as highlighted by Forrester's Employee Experience (EX) Index. To improve productivity, profitability, and employee retention, companies are increasingly adopting employee engagement platforms and software. One such solution is incorporating text messaging into these platforms to enhance communication and engagement. Text messages have a higher open rate compared to emails, making them an effective tool for reminders, surveys, and feedback collection. Despite the benefits of using text messaging in employee experience platforms, few companies currently offer this feature. Companies should consider adding messaging capabilities to their software to improve employee engagement and stay ahead in the messaging revolution.