Today’s customers expect fast, convenient communication on the channels they use every day — and that includes SMS and messaging apps like WhatsApp. With Genesys, contact centres can engage customers where they are, all while preserving full context, control and continuity throughout every interaction.
By integrating SMS, WhatsApp, Apple Messages for Business and other messaging channels, Genesys consolidates conversations into a unified agent workspace. This eliminates the need to switch between tools and helps agents maintain context throughout the customer journey. Agents can manage these real-time digital conversations alongside voice and other channels ― all within a single intuitive interface. And agentless notifications enable proactive outreach for order confirmations, reminders and promotions, while outbound campaigns keep customers informed and engaged.
Whether it’s handling support enquiries, sending important updates or managing proactive messaging, Genesys empowers your team to deliver fast, personalised support at scale with full visibility into every touchpoint.
The Genesys Cloud™ platform simplifies customer engagement by integrating SMS, WhatsApp, Apple Messages for Business and other messaging platforms into a single, unified solution. Agents can seamlessly manage these conversations alongside voice, email and other interactions — with complete context and visibility. The platform also offers agentless notifications for proactive updates and reminders, as well as robust outbound campaign capabilities. With AI-powered tools like Agent Copilot and virtual agents, Genesys Cloud delivers fast, personalised and scalable messaging experiences across all digital channels.
