Platform46 Messagely - Frequently Asked Questions
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What does Messagely do?
Messagely provides a managed service that enables companies to deliver automated communications (notifications) to employees, customers, suppliers, business partners, students etc via phone, SMS, email. Further, we capture and analyze every interaction, ensuring each message delivered is of the highest quality and results in the recipient taking the desired action.
Messagely enables companies to avoid communication fatigue among recipients and execute true 1-to-1 communication on a large scale, achieving better results from fewer notifications. We enable you to rise above the noise, communicating in ways that your employees, customers other recipients will listen to, understand and take action on.
Depending upon the application for which Messagely is used, the benefits could be protection of human lives, company or institutional assets and operations or brand reputation.
How difficult is it to implement Messagely’s solution?
Messagely is delivered under the Software as a Service (SaaS) model. That means that your Messagely solution requires no on-premise hardware or software, is fast and easy to setup, and requires minimal engagement from your internal IT staff. As a hosted service we can integrate with back-office systems to help you drive better performance from your Messagely applications and leverage your existing technology investments.
Can message recipients interact with your communications?
Messagely’s technology goes beyond “make the phone ring” or “send a message”. Messagely creates an interaction that rivals the quality and intelligence of person-to-person contact and a conversation that will encourage your customer to take action. Our goal is to deliver such a high quality experience that communications are welcomed and the end result is your customer takes the action you ultimately desire
We provide HOT LINE and Bulletin Board facilities which enhances interaction and collaborative effort by sharing of relevant information.
Can you send notifications through multiple channels?
Messagely can reach your customers and employees using multiple channels. Messagely allows you to combine different channels within a single communication, creating greater reach and giving your customers / employees the option of choosing which device they’d like to be contacted on. They can even ask for the same information to be sent to another device or medium. For instance, they can get a voice notification on their mobile phone and ask that the same information be sent via text or to their email.
How soon can I expect to see results?
You can begin to see results the day you make Messagely operational. The product can be used for operational notifications and BCP testing; you do not have to wait for emergencies to happen to derive the benefits. When you communicate with your customers using Messagely, you create an immediate connection. Messagely's unique real-time reporting features mean you can monitor results and customer feedback.
Are your products managed on premise or are you a hosted solution?
Messagely is currently only available as a cloud based solution. This is because we can only provide you with reliable emergency communications if our service is operated independently of your own IT infrastructure.
How does the emergency notification system work?
During an emergency situation, the notification system will cycle through your contact information and deliver you a message with details about the event. The emergency notification system will continue cycling through your contact information in an attempt to reach by all methods that you have provided in your contact information.
Can I choose the methods with which I am notified?
Yes. You are given an opportunity to choose whether you want to receive notifications via telephone, text message (SMS) or email.
What methods of notification are available?
Messagely Emergency Notification allows you to send notifications which can be received through email, voice calls to home or office (land lines or mobile phones and), text messages.
How do you send a notification?
There are three basic ways to initiate notifications with Messagely Emergency Notification:
- Web based browser - Authorized personnel log on and complete an easy to use form denoting recipients and message. Recipients can be predefined user groups, escalation groups or the message can be broadcast to the entire user database.
- 24/7 Hotline - Authorized personnel can initiate messages via a dedicated toll free hotline.
- Application Programming Interface (API) – Automated notifications can be initiated by other enterprise applications. For example, a call to a help desk automatically sends a service order to repair personnel.
What can be done with the Application Programming Interface (API)?
In addition to message initiation, the API can be used to integrate with directory and other enterprise software solutions to maintain current contact lists.
How do you confirm that contacts have received your message?
Messagely records delivery acknowledgment receipts generated by the recipients telecoms provider, keyed selections from the outbound IVR and replies to emails or SMS text messages.
How are notifications escalated?
Messagely Emergency Notification enables you to easily specify escalation rules and user-to-user escalations.
How many users can you reach?
Our standard package enables customers to reach 100,000 people in under 30 minutes. Additional throughput can be organised by prior agreement.
What security access measures are in place?
Messagely Emergency Notification allows separation of duties between who initiates notifications and who can access personnel contact data. Additional security information is available on request.
How are contacts grouped?
Messagely Emergency Notification allows contact lists to be created around business units, departments, crisis response teams, geographic locations, and roles.
Can you survey contacts?
Two-way polling is available and Messagely Emergency Notification can even poll users directly to prompt them to update their contact information.
Who handles data management?
Messagely Emergency Notification can exchange data with a wide variety of directory, HR, and administrative systems using JSON, CSV or a number of native interfaces to enable up-to-date contact lists to be used for incident notification.
How do you ensure contact information is accurate?
Messagely Emergency Notification can automate data synchronization with HR systems, corporate directories, and databases to ensure contact information is always accurate. Optionally we provide a facility for staff to maintain their own details via a web or smartphone interface.
How do you help ensure systems don’t crash during large-scale communications?
Messagely Emergency Notification is hosted at top-tier disaster recovery data centers on redundant infrastructure to provide secure, highly available, global communications capabilities. We operate via a number of redundant telecommunications gateways to ensure resilience to localised peak loads.
What reports and audits are available?
Messagely Emergency Notification features a real-time audit trail with a detailed transactional log, reporting on pending and sent notifications. Reports offer simple summaries and detailed descriptions of the notification process on a user, by user or device-by-device basis.
What web browsers are supported by Messagely?
Messagely supports the following browsers:
- Microsoft Internet Explorer 6 and above for Windows
- Firefox 3 and above for OSX, Windows or Linux
- Safari 5 for OSX or Windows
- Safari Mobile (iphone / ipad) (all versions)
- Google Chrome (all versions)