Text messaging has grown at historical rates
Text messaging is the fastest growing communications channel in history, and it has become a preferred communications channel for billions of consumers due to its convenience, immediacy, and ease-of-use. Businesses that leverage text messaging for customer communications are being rewarded with a deeper level of customer engagement and improved response rates.
Engage customers in automated text messaging dialogs
Genesys enables your business to interact with customers via SMS and MMS text messaging in a variety of ways, including fully automated two-way text campaigns. Genesys simplifies compliance efforts by leveraging your own mobile opt-in database, or Genesys can work with you to grow, store and maintain one for you. Genesys also removes deactivated cell numbers from your opt-in database, and provides a self-service rules builder to control contact frequency.
Escalate texts to contact center agents when needed
Genesys can also bring the benefits of interactive text messaging into contact center operations by enabling organizations to use a combination of automated and agent-assisted interactive text dialogs. Automated text chats that require special handling can be escalated to live agents when needed for either phone or text response.