{"id":171426,"date":"2019-10-09T10:40:41","date_gmt":"2019-10-09T17:40:41","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=171426"},"modified":"2025-10-30T11:19:32","modified_gmt":"2025-10-30T18:19:32","slug":"sms-messaging","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/sms-messaging","title":{"rendered":"SMS messaging"},"content":{"rendered":"

[vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D” vib=”enable” css=”.vc_custom_1739300308507{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_row equal_height=”yes” content_placement=”middle” vib=”enable”][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Connect to your customers with SMS customer service<\/h1>\n

[\/vc_column_text]

Get a demo<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_hidden-xs”][vc_single_image source=”featured_image” alignment=”center” css=”” rounded_corners=”rounded-xs” si_max_width=”560px”][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

Make customer experiences easy with text messaging<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Overcome low response rates<\/h3>\n

Drive customer engagement with short messaging service (SMS) communications. Proven to have higher response rates, you can connect in seamless, convenient ways to drive business results.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Say goodbye to busy tones<\/h3>\n

High phone call volumes can negatively affect your customer experiences. Divert some of those calls to text, including capabilities to give customers the option to shift from an IVR to SMS.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Personalise every interaction<\/h3>\n

Communicate with customers in a memorable, personal way. By using friendly emojis, you can enhance routine interactions and improve customer experiences \u2014 every time.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Take advantage of leading SMS customer messaging software<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”5\/6″ offset=”vc_col-sm-offset-1″][vc_single_image image=”559917″ alignment=”center” css=””][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″]

Inbound SMS<\/h3>\n

Make it easy for customers to have rich conversations with your brand. Equip your agents to receive .jpg, .gif and .png files from inbound customer interactions.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Outbound SMS<\/h3>\n

Drive the effectiveness of your customer communications with SMS. Keep customers updated on everything from sales promotions to school closures and emergency notifications.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

SMS routing<\/h3>\n

Allow Genesys to support your SMS natively, or bring your own provider with BYO options. Route based on agent schedules, skill sets and more, or use data from the customer message.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Seamless agent experience<\/h3>\n

Enable your agents to manage all channels in one interface, with SMS texts threaded into a single interaction for easier management. Give agents the tools they need to perform their best, from transcript history across channels, to canned responses or artificial intelligence assistance for replies.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

24\/7 availability and global reach<\/h3>\n

Your customers are diverse \u2014 and your SMS communications should feel familiar. Use SMS phone numbers that feel familiar to your audience to improve their experiences. Give your customers the ability to reach out and respond whenever it\u2019s best for them. And let your agents pick up the conversation in a timely, convenient manner.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

More use cases with rich media<\/h3>\n

Bolster time to resolution while adding additional use cases through support for rich media. Use multimedia messaging service (MMS) and have customers both receive and send media ranging from images to videos. This includes support for sending proactive rich image notifications to customers, giving them more engaging updates.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Quality monitoring<\/h3>\n

Record every SMS interaction for effective quality monitoring. Use the data to coach agents so they can provide better customer support for future forecasting and scheduling decisions.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Reporting and analytics<\/h3>\n

SMS channel data is routed directly into analytics and reporting dashboards. Access it at a moment\u2019s notice, giving your admins the tools they need to make adjustments and achieve results.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Voice of the Customer<\/h3>\n

Understand customers\u2019 concerns and expectations. Leverage text analytics and digital conversations to identify contact purpose, trends and agent best practices.<\/p>\n<\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%7D%5D”][vc_row content_placement=”middle”][vc_column width=”5\/12″]

\"featured_img-State_of_CX\"<\/div>

86%<\/p>\n

of customers say a company is only as good as its service<\/p>\n

\u201cThe State of Customer Experience<\/a>,\u201d Genesys, 2023<\/p>\n<\/div>

<\/div><\/div><\/div><\/div>[\/vc_column][vc_column width=”7\/12″][vc_column_text]<\/p>\n

Create consistent agent and customer interactions with SMS<\/h3>\n

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 \u2014 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 \u2014 driving better business results over time.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Get in touch \u2014 easily<\/h2>\n

Texting is a natural part of customers\u2019 lives. When you offer SMS customer service, you elevate your brand\u2019s 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, or even manage handling interactions across different digital channels simultaneously from the same interface.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes” css=”.vc_custom_1618854940659{padding-top: 0px !important;}”][vc_column width=”1\/2″]

Create seamless customer experiences<\/h3>\n

Using a unified interface, your agents can manage customers\u2019 text messages \u2014 along with all other digital interactions such as social media, live chat and email. Your agents will have context to continue previous SMS conversations and offer more personalised customer experiences.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Support customers all day, every day<\/h3>\n

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\u2019s notice. No matter the time of day or day of the year, they can provide accessible text-based support.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Ensure every interaction is exceptional<\/h3>\n

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 \u2014 ensuring support is always in place.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Get the SMS analytics and insights you need<\/h3>\n

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.<\/p>\n<\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]

\"\"<\/div>

“SMS messaging has significantly improved response rates. It\u2019s also more convenient for the customer and a more efficient way to work, compared to repeatedly placing calls that might go unanswered. As a result, we\u2019re now able to complete more appointment bookings through reduced appointment handling.”<\/p>\n

– David Halliday, IS Product Manager, Northumbrian Water Limited<\/p>\n<\/div>

Read the story<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

See what else you can do with Genesys<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]

Co-browse<\/h3>

See why your customers are reaching out in real time. Show them how to resolve their issues.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Digital customer engagement<\/h3>

Support your teams with a comprehensive suite of digital capabilities \u2013 or with your own solution.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Email<\/h3>

Give email the attention it deserves. Upgrade your email support capabilities with management tools that are built-in to your contact centre desktop.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Knowledge management tools<\/h3>

Provide the right information every time with AI-powered knowledge management tools. \r\n<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Live chat<\/h3>

Chat with your prospects and customers in real time to solve issues quickly \u2013 no phone call needed.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Messaging Apps<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>

Predictive engagement<\/h3>

Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Social media and messaging apps<\/h3>

Meet your customers on the popular platforms they already use, including WhatsApp, Facebook, Instagram and more. And tap into social listening capabilities to draw in public conversations.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Virtual agent<\/h3>

Make self-service better with AI-powered bots that understand the context and act like human agents to deliver a superior experience, no matter when.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Work automation and task routing<\/h3>

Use accurate, consistent data to make more informed decisions across your back office.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column]
Explore all capabilities<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Explore more ways to enhance your customer experience<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row r_gutter_size=”gutter-small” equal_height=”yes”][vc_column]

\"Genesys<\/div>

Capability<\/p>

Work automation and task routing<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>
\"Access<\/div>

Report<\/p>

The State of Customer Experience<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>
\"Resource<\/div>

Try and buy: Work automation<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row background_color=”bgc-lgray” content_placement=”middle” el_id=”demo” el_class=”form-card”][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Genesys makes text messaging easy<\/h2>\n

Tap the power of messaging for customer care, marketing and payment processing. See how our customer messaging system makes it easy to incorporate SMS into your customer journey. You\u2019ll be reaching customers in real time, in no time \u2014 all while increasing customer satisfaction and boosting revenue. Request your demo today.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″]

Welcome back<\/span> <\/span> <\/span><\/span><\/p>

Not You?<\/a><\/p><\/div>

\n
\n \n
\n \n
\n \n
\n \n
\n \n
\n \n
\n \n
\n \n