Use SMS To Support Consistent Service and Meet Customer Expectations
The Genesys PureConnect all-in-one platform lets your organization manage SMS, as well as all other types of interaction media channels, including phone, email, web chat and social media.
Leveraging the PureConnect universal routing engine, SMS interactions are directed inbound to agents and outbound to customers, according to universal business rules. This means contact centers can better meet customer expectations for effective, consistent service using their channel of choice.
Outbound SMS capabilities within PureConnect support proactive SMS alerts to customers. Based on business rules, these notifications target a specific customer profile and needs—dramatically improving the customer experience and operational efficiencies by ensuring that customers receive the information they need at the right time. Proactive alerts can be sent for several reasons, including:
- Changes in airline flight schedules;
- Reminders for medical appointments
- Notifications that checking account funds have reached a customer-selected threshold.
