Personalise the shopping experience with a connected journey.
Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
Drive customer engagement with SMS communications. Proven to have higher response rates, you can connect in seamless, convenient ways to drive business results.
High call volumes can negatively affect your customer and employee experiences. Divert some of those calls to text — while still delivering the same high-quality support.
Communicate with customers in a memorable, personable way. By using friendly emojis, you can enhance routine interactions and improve customer experiences — every time.
Make it easy for customers to have rich conversations with your brand. Easily enable your agents to receive .jpg, .gif and .png files from inbound customer interactions.
Drive the effectiveness of your customer communications with SMS. Keep customers updated on everything from sales promotions to school closures and emergency notifications.
Route SMS messages based on agent schedules, skill sets and other variables. Or, use data from the message to ensure the interaction reaches the right agent.
Enable your agents to manage all channels in one interface. Provide context to ensure every SMS interaction delivers a personalised customer experience.
Give your customers the ability to reach out and respond whenever it’s best for them. And let your agents pick up the conversation in a timely, convenient manner.
Your customers are diverse — and your SMS service should feel familiar. Use SMS phone numbers that feel familiar to your audience to improve their experiences.
Record every SMS interaction for effective quality monitoring. Use the data to coach agents to provide better customer support for future forecasting and scheduling decisions.
SMS channel data is routed directly into analytics and reporting dashboards. Access it at a moment’s notice, giving your admins the tools they need to make adjustments and achieve results.
Understand customers’ concerns and expectations. Leverage text analytics and digital conversations to identify contact purpose, trends and agent best practices.
Customers expect high-quality experiences every time they interact with your business. With Genesys, you can meet customers on the devices they use most often — their cell phones. Provide reliable, personalised experiences, even when contacted via text message. And, with all channels in one place, you can consolidate analytics and reporting — driving better business results over time.
of customers now expect immediate engagement when they contact a company
State of the Connected Customer, Salesforce, 4th Edition
Texting is a natural part of customers’ lives. When you offer SMS customer service, you elevate your brand’s intimacy and reduce the effort to get support. You can solve issues without adding to your voice call volume. And you can improve agent productivity by allowing agents to handle more than one SMS interaction at a time.
Using a unified interface, your agents can manage customers’ text messages — along with all other digital, chat and email interactions. Your agents will have context to continue previous SMS conversations and offer more personalised customer experiences.
With text messaging, customers can reach out and respond when they want, and still get the same great service. Your agents can pick up the conversation at a moment’s notice. No matter the time of day or day of the year, they can provide accessible text-based support.
No matter which agent customers connect with, they should receive consistent support. Recording every SMS interaction means you can assign them in quality evaluations. Use this data for future forecasting and scheduling — ensuring support is always in place.
See historical and real-time performance for SMS and all your other communication channels. Give admins visibility into channel performance at any time. Easily configure and manage alerts for SMS interactions when a particular metric is outside of defined thresholds.
2022 Gartner® Magic Quadrant™ for Contact Centre as a Service
Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1 in 3 out of 5 Critical Capabilities Use Cases
Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised 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.
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