How Genesys text messaging works
A consumer sends a text message to your company to either initiate an interaction, or to respond to a message you sent to them. For example, a customer receives a communication from you via text or other communications channel, such as an outbound IVR call, email, or letter. Rather than being instructed to call your company, they are prompted to send a text using the provided keyword and short code. The customer sends the text message and Genesys automatically reviews the communication using a set of predefined business rules to determine the appropriate automated or agent-assisted response.
SMS and MMS texts
Genesys enables you to send two types of text messages. Short Message Service (SMS) is alphanumeric character-based text messaging up to 160 characters to mobile phones, while Multimedia Messaging Service (MMS) lets you send longer texts that include multimedia content, including graphics and video.
Automated rules engine
Genesys text messaging is powered by an automated dialog engine that enables customer self-service and issue resolution using automated two-way text messaging. It reviews incoming texts using intelligent decisioning logic, business rules, keyword search and message processing to facilitate the appropriate response. The automated solution responds with a personalized text message, resulting in many customer interactions being resolved without agent intervention. Optionally, business rules can dictate that certain text message dialogs are escalated to an agent for text or voice follow-up. Authentication and right party verification are built into the system, as is support for automatic opt-outs.
Some text messages cannot be resolved in an automated fashion and should be handled by contact center agents. Inbound texts that the automated dialog engine determines need the involvement of an agent are routed to the agent interface for either voice or text response. Agents access assigned text dialogs via their inbox, where they can view a customer’s text message history and can send a pre-defined response or write a free-form text back to the customer. They can simultaneously support text chats with multiple consumers, and text dialogs can transition seamlessly from automation to agent and viceversa, depending on the consumer’s most recent response. Agents can also manually opt-in or opt-out customers from future text messages. Supervisors can configure agent permissions and monitor communications for quality assurance.
A required step of any text messaging strategy is to first capture the mobile consent of your customers. Genesys works with you to build your compliant opt-in consumer database. Genesys also simplifies the process of managing and honoring opt-in and opt-out requests by channel so that you can proactively interact with customers over a preferred communications channel.