Genesys SMS

Genesys SMS enables a customer service organization to add text messaging (short messaging service, or SMS) as a communications and support channel for attracting and retaining customers at a lower cost than traditional channels. With 2.3 trillion text messages sent each year, SMS has become a mainstream communication channel for many of your customers. Adding SMS capabilities as a customer service channel makes it possible to target customers how, when, and where they want to be contacted; provides an ideal platform for promoting new products and services; and establishes an organization as being out in front of customer service trends.

Advantages:

Features:

Genesys SMS integrates into the Genesys Customer Interaction Management Platform to transform the way your business communicates with customers.

Multiple Sessions ― Contact center agents can easily track multiple SMS sessions, which can be managed in either paging mode (for single one-way or two-way interactions) or chat mode (for an ongoing string of messages with a given customer).

Multimedia Messaging Service (MMS) Support ― Contact center agents can receive and review photo, audio, and video files when necessary.

Streamlined Interactions ― Businesses can send messages to certain customer profiles or personalized messages to individual customers.

Natural Language Engine ― This embedded feature determines whether an incoming SMS message can be answered with an automated response.

Built-in Rules Engine ― Businesses can easily give priority status to messages coming from its best customers.