Things go better with SMS

Link: Australian IT – Things go better with SMS (Dorothy Kennedy, MARCH 28, 2006).

LAST year, 130,000 SMS messages poured out of Coca-Cola Amatil’s 240-seat contact centre in Sydney, bound for the mobile handsets of the company’s 600-odd field workers.

Contact centre staff did not use phones to send the messages, instead keying them into emails relayed to Amatil’s mobile sales force and drink vending machine service technicians.