Genesys PureConnect SMS Channel

Use SMS to support consistent service and meet customer expectations

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.

Key features

Outbound SMS messages based on predefined business rules
Outbound SMS “push” messages via lists
Chat-like conversations between a customer and an agent
Support and configuration for multiple HTTP-based SMS brokers

Text masking to protect confidential information
Tracking within PureConnect reporting tools
Real-time monitoring and tracking to assess how agents manage SMS conversations
Outbound SMS “push” messages via lists

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About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.