I'm a services manager managing a small team spread across different countries, and I've run into a unique requirement. We typically send priority alerts to our customers via email, but one line of business has requested (and been promised) these alerts via text messages instead. This team includes several high-level contacts and they expect the alerts formatted with specific case details and updates within 10 minutes of receiving a priority case notification.
Currently, the challenges I'm facing include ensuring SMS delivery to team members with varying phone types (iPhones and Androids) and managing the restrictions posed by international roaming for some users. Our organization mainly uses Microsoft Teams for communication, but the necessary integrations for SMS aren't enabled, and the desktop linking capabilities are inconsistent.
Given these issues, I'm really looking for effective solutions to implement SMS alerts that work across different regions and don't hinder our workflow too much. Has anyone here tackled this before? Any suggestions on tools or setups that could help?
3 Answers
We use a service called Diafaan with a modem and SIM to send automatic SMS alerts via API. It works pretty well for our needs, and you might also want to check out some online SMS providers that could simplify the process for you.
A while back, I set up something through AWS SES (now potentially called end-user messaging) which supports SMS in multiple regions. It could definitely be worth investigating if you need flexibility with sending alerts.
You might want to look into Azure Communication Services for sending SMS. They might have some restrictions, but I've heard they can alert on monitored events through SMS too. If your organization already has access to it, this could be a game changer.
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