Introducing the Empathetic Interaction: OpenMarket

OpenMarket presented “Introducing the Empathetic Interaction™.”
“Mobile has fractured the customer journey,” stated David Lione, Senior Enterprise Account Director at OpenMarket. “CX is the only differentiator.”
OpenMarket, a global leader in SMS, is the company behind Virginia Lottery’s text alerts.
“OpenMarket’s platform has been instrumental in reestablishing the Virginia Lottery’s text messaging program. For our players, the timeliness of alerts is paramount, and SMS allows us to deliver winning numbers and promotional information faster than any other channel,” stated Daniel Catley, Virginia Lottery.
The lottery uses text messaging for new game announcements, lottery winner announcements and new top game marketing alerts.
“What OpenMarket is doing for Virginia Lottery: Text alerts with the latest info on contests, notification when lotteries get really big and disseminating winning numbers for five different lottery games,” said Lione.
He said A2P SMS is the only way to reach 100% of your customers. “The SMS open rate is 98%, with 90% of SMS messages read within three minutes of receipt,” said Lione.
SMS is a 25-year-old technology. The next generation of Empathetic Interaction is Rich Communication Services (RCS). “It’s the next generation of SMS. RCS will add branding, new features, and actionable buttons. We’re working with Google, Samsung, and the wireless carriers to bring this new technology to market,” stated Lione. “In 2018, RCS will enable you to have an ‘app-like’ experience via SMS on Android phones and possibly Apple iPhones. RCS is coming, and it’s the future of SMS!”