{"id":601577,"date":"2025-11-03T21:50:48","date_gmt":"2025-11-04T05:50:48","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=601577"},"modified":"2025-11-09T14:11:05","modified_gmt":"2025-11-09T22:11:05","slug":"elevate-customer-experience-with-apple-messages-for-business-on-genesys-cloud","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/elevate-customer-experience-with-apple-messages-for-business-on-genesys-cloud","title":{"rendered":"Elevate Customer Experience with Apple Messages for Business on Genesys Cloud"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;mb-1&#8243;]<\/p>\n<p class=\"pre_h1\"><strong class=\"text-orange\">Live webinar<\/strong><\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Elevate Customer Experience with Apple Messages for Business on Genesys Cloud<\/h1>\n<p>Engage your customers in the Apple ecosystem they already love &#8211; with secure, rich and intelligent digital experiences powered by Genesys Cloud.[\/vc_column_text]<div class=\"wpb_text_column wpb_content_element webinar_single_time\"><div class=\"wpb_wrapper\"><p>On-Demand Webinar<\/p><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701Ht000001CVOtIAO\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/601577?thankyou=601577&page_type=webinars&page_attr=Video\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/601577\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-sg\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/601577\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"601577\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Work Email\" placeholder=\"Work Email\">\n        <label for=\"fe192\">Work Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Job Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Center Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations \/ Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Job Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option 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Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Register Now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Register Now\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]Join us for an in-depth look at how Apple Messages for Business, powered by Genesys Cloud, is transforming digital customer engagement. In this webinar, you will discover how to meet customers where they are: right in their native Apple ecosystem.<\/p>\n<p>We will explore how businesses can use Apple Messages for Business to provide secure, rich, interactive experiences that go beyond simple text exchanges, from scheduling and payments to real-time support.<\/p>\n<p>Learn how Genesys Cloud unifies these interactions with AI, routing and analytics to empower agents, improve response times and strengthen customer loyalty.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-md-offset-1 vc_col-md-5&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>This webinar is perfect for:<\/h4>\n<p>[\/vc_column_text][vc_column_text ct_style=&#8221;key-list&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"text-20\">CX and contact centre leaders looking to innovate digital engagement<\/p>\n<p>[\/vc_column_text][vc_column_text ct_style=&#8221;key-list&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"text-20\">Marketing and engagement teams focused on customer loyalty and retention<\/p>\n<p>[\/vc_column_text][vc_column_text ct_style=&#8221;key-list&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"text-20\">Tech leaders looking to integrate Apple Messages for Business into their CX strategy<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/3&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/anthony-romero-google-1.jpg\" alt=\"Anthony Romero\" ><\/div><div class=\"details\"><p class=\"name h5\">Anthony Romero<\/p><p class=\"info\">Product Marketing Director, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/sanoj2-1.jpg\" alt=\"Sanoj George\" ><\/div><div class=\"details\"><p class=\"name h5\">Sanoj George<\/p><p class=\"info\">Staff Product Manager, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/Katie-Ritz-1.jpg\" alt=\"Katie Ritz\" ><\/div><div class=\"details\"><p class=\"name h5\">Katie Ritz<\/p><p class=\"info\">Sr. Director, Product Management, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;mb-1&#8243;] Live webinar [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Elevate Customer Experience with Apple Messages for Business on Genesys Cloud Engage your customers in the Apple ecosystem they already love &#8211; with secure, rich and intelligent digital experiences powered by Genesys Cloud.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]Join us for an in-depth look [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":601619,"template":"","tax_priority":[54],"tax_contenttheme":[14902,14904],"tax_bundle":[],"tax_contenttheme2":[16139,18481],"tax_capability_sitewide":[16256],"tax_products_programs":[17548],"tax_buying_job":[16651,18551,16717,18580],"tax_buyer_persona":[16887,16919],"tax_sector":[],"tax_segment":[17079],"class_list":["post-601577","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_contenttheme2-improve-customer-experience-en-sg","tax_contenttheme2-level-up-your-technology-en-sg","tax_capability_sitewide-digital-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buying_job-job-2-solution-exploration-en-sg-2","tax_buying_job-job-4-supplier-selection-en-sg","tax_buying_job-job-4-supplier-selection-en-sg-2","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_segment-enterprise-en-sg","tax_content_type-video-en-sg","tax_set-video"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":599027,"post_author":"1010","post_date":"2025-10-15 19:19:15","post_date_gmt":"2025-10-16 02:19:15","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text css=\"\"]<span style=\"font-weight: 400;\">As <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-state-of-customer-experience-what-every-cx-professional-needs-to-know\" target=\"_blank\" rel=\"noopener\">digital communication evolves<\/a>, customers increasingly want trusted and feature-rich interactions. Whether they're in Maps or Safari, iOS users expect experiences infused with flexibility, context and security. Apple Messages for Business enables companies to connect with their customers through the Messages app, using a messaging service provider platform as the bridge.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This article serves as a guide to using Apple Messages for Business for your customer experience needs, covering strategy, interactive features and best practices.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Map Customer Journeys Across Apple Entry Points<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Apple Messages for Business conversations start when a consumer clicks a specially formatted URL, seamlessly opening the Messages app on their iPhone, iPad or Mac.<\/span>\r\n<span style=\"font-weight: 400;\">Begin by mapping the points where customers are most likely to start a conversation with your brand, such as:<\/span>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Your website<\/span><\/li>\r\n \t<li><a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/elevating-social-media-customer-care-in-the-contact-centre\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Social channels<\/span><\/a><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Links in text messages<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">QR codes in physical locations (shops, signage, product packaging)<\/span><\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">The Apple ecosystem also unlocks unique, high-value entry points that blend naturally into everyday user behaviour:<\/span>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">A customer taps your Apple Maps business listing<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Someone requests help during a Safari session<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Built-in deflection through Message Suggest proactively offers messaging as an option when customers call your support line<\/span><\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">To make these interactions even more impactful, customise your Apple Messages for Business URLs with intent and group-id values. These parameters let you direct customers to the right queue or agent group instantly, while also pre-setting the context of the conversation \u2014 whether it\u2019s support, billing or sales. The result: faster, more relevant responses for customers \u2014 and streamlined efficiency for your teams.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Deliver Interactive Experiences<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">To deliver more than text and buttons, you can use bot flows in Apple Messages for Business to help deliver more engaging experiences. These flows enable brands to present personalised options, such as rich links, tapback reactions and typing indicators, directly within the conversation thread.\r\n<\/span>\r\n<span style=\"font-weight: 400;\">Apple Messages for Business also supports advanced interactive features that enable personalised booking suites or interactive menus within the conversation thread. Once the user finishes interacting, traditional messaging continues seamlessly. Explore the full list of interactive experiences on the<\/span> <a href=\"https:\/\/register.apple.com\/resources\/messages\/msp-rest-api\/#required-features\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Apple developer site<\/span><\/a><span style=\"font-weight: 400;\">.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Examples of interactive elements include:<\/span>\r\n<ul>\r\n \t<li><b>Forms<\/b><span style=\"font-weight: 400;\">: Build rich, multi-page experiences where customers can provide detailed information.<\/span><\/li>\r\n \t<li><b>Time picker<\/b><span style=\"font-weight: 400;\">: Let customers schedule appointments or meetings by selecting from available time slots. The time picker can display conflicts in the customer\u2019s local calendar, helping them choose the best option. After confirming, they can tap the message bubble to view location details, get directions or add the event to their calendar.<\/span><\/li>\r\n \t<li><b>List picker<\/b><span style=\"font-weight: 400;\">: Offer a menu of items with names, descriptions and images. Customers can select one or more options to include in their reply.<\/span><\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">Let\u2019s explore two advanced interactive message types available to brands looking to maximise their Apple Messages experience.<\/span>[\/vc_column_text][vc_column_text css=\".vc_custom_1758125852588{margin-top: 3.5em !important;}\"]\r\n<h3><span style=\"font-weight: 400;\">Enable Secure Identity Verification with OAuth2<\/span><\/h3>\r\n<span style=\"font-weight: 400\/;\">Because Apple prioritises privacy, you can now embed OAuth2-based authentication into Apple Messages for Business conversations via bot flows without storing or exposing sensitive data to agents. This enables customers to confirm their identity and perform secure tasks like checking account balances or triggering transactions.<\/span>[\/vc_column_text][vc_column_text css=\".vc_custom_1758125858920{margin-top: 3.5em !important;}\"]\r\n<h3><span style=\"font-weight: 400;\">Accept Payments with Apple Pay<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">If you need to close the revenue loop without any friction, Apple Pay messaging can be a critical interactive feature. Bot-enacted payment requests can include up to 10 line items and shipping options, letting customers complete purchases right inside the conversation. The checkout happens where the chat is with no redirects, no friction.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Best Practices for Apple Messages for Business<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Beyond the technical setup, success with Apple Messages for Business comes from how you design the experience. Here are some proven ways to elevate your strategy and get the most out of this channel.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Start with Use Case Definitions<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Before enabling Apple Messages for Business, identify the specific customer journeys and business objectives the channel will support. Example use cases include:<\/span>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Streamlined data collection with quick replies, list pickers and forms<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Post-purchase updates or appointment scheduling<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Secure inquiries with identity verification<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Payments with Apple Pay over bot conversations<\/span><\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">Clearly defining use cases ensures your deployment is purposeful and aligns with customer expectations.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Train Agents on Managing Conversations<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">To deliver a consistent and high-quality customer experience over Apple Messages for Business, it's critical to ensure that agents are well-prepared to manage these interactions. Unlike traditional live chat sessions, Apple Messages for Business interactions are asynchronous and persistent. That means conversations can span hours or even days. This requires agents to develop comfort with managing longer, context-rich threads that may include multiple interactions over time.\r\n<\/span>\r\n<span style=\"font-weight: 400;\">To <a href=\"https:\/\/www.genesys.com\/blog\/post\/modernizing-workforce-engagement-in-the-age-of-ai\" target=\"_blank\" rel=\"noopener\">help agents perform better<\/a> with these conversations, you should ensure that agents can view complete historical context all in one continuous timeline through your messaging service provider. That should include giving agents the ability to view past messages, bot interactions and user-submitted data. Not doing so runs the risk of agents having to ask customers to repeat information they have previously given, which is a recipe for customer frustration.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Agents should also be familiar with specific capabilities available to bots when interacting through Apple Messages for Business, particularly features such as time pickers and Apple Pay integration. While agents themselves don\u2019t have access to all features, such as not being able to directly initiate or process Apple Pay transactions, it\u2019s important that they understand the customer journey leading up to the handover.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">For example, a customer might have already completed a purchase or selected a time slot using a picker via the bot before being transferred to a live agent. Understanding these actions allows agents to provide more informed, relevant support and helps reduce the need to ask the customer to repeat steps they\u2019ve already taken.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Expand and Scale<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Launching Apple Messages for Business is just the start. To deliver truly differentiated customer experiences, it's time to think bigger.<\/span>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Combine Apple Messages for Business with WhatsApp, SMS and web messaging to create a <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/beyond-omnichannel-the-strategic-value-of-channel-less-cx\" target=\"_blank\" rel=\"noopener\">cohesive cross-channel strategy<\/a> that meets customers wherever they are.<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Maximise every interaction using <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">AI-driven assistance<\/a>. Provide personalised, context-rich responses at scale, while reducing handling time and improving consistency across Apple Messages for Business and other channels.<\/span><\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">The Value of Native Integration<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">The <a href=\"https:\/\/www.genesys.com\/en-sg\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">Genesys Cloud\u2122 platform<\/a> offers native support for Apple Messages for Business to enable secure and fluid customer conversations across the iOS ecosystem while leveraging powerful tools like Apple Pay into one integrated platform.\r\n<\/span>\r\n<span style=\"font-weight: 400;\">Native Apple Messages for Business support transforms how you engage with Apple users. With this integration, Genesys Cloud becomes your hub for managing customer-initiated conversations across the Apple ecosystem. Customers can easily start a conversation with your brand through Maps, Safari, Siri and more, while you maintain complete conversational context across iPhones, iPads and Macs.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">With Genesys, agents will also handle Apple Messages for Business conversations through the Genesys Cloud agent workspace, which offers a familiar and intuitive interface designed to streamline workflows. This is the same workspace used across virtually all CX channels as well, from voice communication, to email, SMS and more.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Genesys Cloud also automatically threads each conversation over Apple Messages for Business, ensuring that agents can view complete historical context all in one continuous timeline. That includes past messages, bot interactions and user-submitted data.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">All elements of the conversation, including rich media, are captured in the agent and supervisor transcripts with date and time stamps. This provides agents with full context to agents during the interaction and clear record for supervisors afterwards.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The result is a <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/ai-for-the-experience-economy-how-to-deliver-the-next-level-of-experience\" target=\"_blank\" rel=\"noopener\">consistent, premium experience across every customer touchpoint<\/a>.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">To see how your organisation can improve experiences with Apple Messages for Business integration with Genesys Cloud, <\/span><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/digital#demo\" target=\"_blank\" rel=\"noopener\">request a demo today<\/a>.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Elevating CX Using Apple Messages for Business","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"elevating-cx-using-apple-messages-for-business","to_ping":"","pinged":"","post_modified":"2025-10-15 19:20:23","post_modified_gmt":"2025-10-16 02:20:23","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/elevating-cx-using-apple-messages-for-business","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":482405,"post_author":"738","post_date":"2023-06-29 07:28:44","post_date_gmt":"2023-06-29 14:28:44","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%2300000000%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h1>Unified messaging for SMS, WhatsApp and messaging apps<\/h1>\r\n[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F4d6ddbf096a4cb77%2Foriginal%2FSMS-and-messaging-app-support-for-contact-centers_EN.pdf|title:Get%20the%20overview|target:_blank|\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\"top\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2 class=\"h3\">SMS and messaging app support<\/h2>\r\nToday\u2019s customers expect fast, convenient communication on the channels they use every day \u2014 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.\r\n\r\nBy 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 \u2015 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.\r\n\r\nWhether it\u2019s handling support inquiries, sending important updates or managing proactive messaging, Genesys empowers your team to deliver fast, personalised support at scale with full visibility into every touchpoint.\r\n<h2 class=\"h3\">Solution overview<\/h2>\r\nThe Genesys Cloud\u2122 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 \u2014 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.[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F4d6ddbf096a4cb77%2Foriginal%2FSMS-and-messaging-app-support-for-contact-centers_EN.pdf|title:Get%20the%20overview|target:_blank|\"][vc_column_text el_class=\"mt-2\"][\/vc_column_text][\/vc_column][vc_column width=\"5\/12\"][component_card card_header=\"enabled\" background_color=\"bgc-white\" card_header_type=\"html\" card_header_html=\"JTNDaDMlMjBjbGFzcyUzRCUyMm1iLTAlMjIlM0UlM0NpJTIwY2xhc3MlM0QlMjJmYWslMjBmYS1nZW4tc3RhciUyMHRleHQtd2hpdGVpY29uLXNpemUtcmVndWxhciUyMiUyMGFyaWEtaGlkZGVuJTNEJTIydHJ1ZSUyMiUzRSUzQyUyRmklM0UlMjBCZW5lZml0cyUzQyUyRmgzJTNF\"]\r\n<ul class=\"text-24\">\r\n \t<li>Engage customers on their preferred messaging channels<\/li>\r\n \t<li>Boost agent productivity with a unified agent workspace<\/li>\r\n \t<li>Automate outreach with agentless notifications and campaigns\r\ncampaigns<\/li>\r\n \t<li>Deliver engaging experiences with rich media and emojis<\/li>\r\n \t<li>Gain complete visibility across the entire customer journey<\/li>\r\n<\/ul>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][related_posts][\/vc_column][\/vc_row][\/vc_section]","post_title":"Unified messaging for SMS, WhatsApp and messaging apps product overview","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"sms-and-messaging-app-support-for-contact-centres","to_ping":"","pinged":"","post_modified":"2025-11-20 21:36:26","post_modified_gmt":"2025-11-21 05:36:26","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/sms-and-messaging-app-support-for-contact-centres","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":329989,"post_author":"308","post_date":"2020-03-02 12:20:53","post_date_gmt":"2020-03-02 20:20:53","post_content":"[vc_section][vc_row content_placement=\"middle\" vib=\"enable\" vib_top=\"6.333rem\"][vc_column][breadcrumbs hierarchy_pull=\"lobby\"][\/vc_column][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h1>Digital customer service platform for seamless CX<\/h1>\r\n<p class=\"text-22\">Be in touch anywhere, anytime with a comprehensive suite of digital channels<\/p>\r\n[\/vc_column_text][component_button primary_cta=\"url:%23demo|title:Get%20a%20demo|\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1 vc_col-md-offset-1 vc_col-sm-offset-0\"][vc_single_image image=\"605456\" alignment=\"center\" css=\"\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2>Let customers connect at the speed of a text<\/h2>\r\nA comprehensive suite of artificial intelligence (AI)-powered digital capabilities lets customers engage in seamless conversations across chat, email, SMS text, messaging apps and social media channels. Empower the unified, seamless service experiences that customers desire.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\"][vc_column width=\"1\/3\"][icon_list media_size=\"nomedia\"]\r\n<h3 class=\"text-black h5\">Deliver connected experiences<\/h3>\r\nProactive engagement and asynchronous conversations across all channels allow customers to communicate when and where they choose.[\/icon_list][\/vc_column][vc_column width=\"1\/3\"][icon_list media_size=\"nomedia\"]\r\n<h3 class=\"h5 text-black\">Personalise every interaction<\/h3>\r\nDrive faster, more effective outcomes while minimising disruptions. Support personalisation with real-time insights into customer intent.[\/icon_list][\/vc_column][vc_column width=\"1\/3\"][icon_list media_size=\"nomedia\"]\r\n<h3 class=\"h5 text-black\">Learn and optimise continuously<\/h3>\r\nLeverage the full potential of AI. Analyse data to uncover opportunities, adapt swiftly and proactively elevate customer satisfaction.\r\n\r\n[\/icon_list][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h2>Drive customer outcomes at scale, no matter the channel<\/h2>\r\nReach customers on their preferred channels. Bolster efficiency with self-service options and a consolidation of interaction tools. Streamline agent experience and maintain performance on every channel.[\/vc_column_text][\/vc_column][vc_column width=\"7\/12\" offset=\"vc_col-sm-offset-1\"][vc_row_inner r_gutter_size=\"gutter-small\" ri_scrollable=\"yes\" equal_height=\"yes\"][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Femail-contact-centre|\"]\r\n<h3 class=\"h5\">Email<\/h3>\r\nGive email the attention it deserves. Management tools are incorporated into your contact centre desktop, including support for inbound communication and outbound email campaigns.[\/component_card][\/vc_column_inner][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Flive-chat-software|\"]\r\n<div class=\"card-body\">\r\n<h3 class=\"h5\">Web messaging<\/h3>\r\nLeverage asynchronous chat for your prospects and customers. Give them options to communicate in real time or at their leisure for longer interactions \u2014 no phone call needed.\r\n\r\n<\/div>\r\n[\/component_card][\/vc_column_inner][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Fmessaging-apps\"]\r\n<h3 class=\"h5\">Messaging apps<\/h3>\r\nDeliver personalised experiences across channels like WhatsApp, Apple Messages for Business and more \u2014 powered by self-service and a unified agent workspace.[\/component_card][\/vc_column_inner][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Fsocial-media-customer-service|\"]\r\n<h3 class=\"h5\">Social media<\/h3>\r\nMeet 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.[\/component_card][\/vc_column_inner][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Fsms-messaging|\"]\r\n<h3 class=\"h5\">SMS messaging<\/h3>\r\nOffer customers the convenience and flexibility to quickly text for support or to send inquiries through Short Media Service (SMS) without disrupting their day.[\/component_card][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/3\"][vc_column_text css=\"\" el_class=\"mb-2\"]\r\n<h2>Improve performance of your digital channels<\/h2>\r\nScale your digital footprint while optimising self-service. Give your agents access to advanced tools, and use AI to identify the best time to interact with customers via automatically triggered actions.[\/vc_column_text][component_button cta_style=\"btn-chev\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcapabilities|title:Explore%20this%20category|\"][\/vc_column][vc_column width=\"7\/12\" offset=\"vc_col-sm-offset-1\"][vc_row_inner r_gutter_size=\"gutter-small\" ri_scrollable=\"yes\" equal_height=\"yes\"][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Fco-browse-screenshare|\"]\r\n<h3 class=\"h5\">Co-browse and screen share<\/h3>\r\nEnhance troubleshooting with agent initiated and user confirmed screen share and co-browse capabilities for async chat. Privacy controls keep sensitive areas hidden.[\/component_card][\/vc_column_inner][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Fpredictive-web-engagement|\"]\r\n<h3 class=\"h5\">Predictive engagement<\/h3>\r\nAnalyse web visitors\u2019 behaviour with AI to understand intent and predict outcomes. Use this insight to push proactive messages over digital channels, from targeted information to precisely timed offers.[\/component_card][\/vc_column_inner][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Fchatbots|\"]\r\n<h3 class=\"h5\">Chatbots<\/h3>\r\nProgram a personalised, interactive chatbot to answer questions across channels, from Facebook Messenger to SMS texts. Seamlessly switch to live agents to tackle more difficult customer inquiries.[\/component_card][\/vc_column_inner][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Fgenesys-ai|\"]\r\n<h3 class=\"h5\">AI<\/h3>\r\nGenesys AI brings together multiple AI disciplines in a single platform to deliver intelligently crafted and personalised experiences at scale. At the same time, it boosts conversions and agent efficiency.[\/component_card][\/vc_column_inner][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Fknowledge-management|\"]\r\n<h3 class=\"h5\">Knowledge<\/h3>\r\nDeliver the right information to customers and agents, powering self-service, agent assistance and a searchable knowledge portal. Measure effectiveness of knowledge across all channels for continuous optimisation.[\/component_card][\/vc_column_inner][vc_column_inner width=\"1\/2\"][component_card background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fcapabilities%2Fwork-automation-and-task-routing|\"]\r\n<h3 class=\"h5\">Work automation and task routing<\/h3>\r\nPrioritise your team\u2019s work based on SLAs, business goals and more to ensure every task receives the best possible support.[\/component_card][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][chunker chunk_template=\"604578\"][\/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 width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2>Prioritise channel choice with personalised, guided experiences<\/h2>\r\nAccelerate your contact centre\u2019s digital transformation. The Genesys Cloud\u2122 platform offers an extensive range of digital channels, features and capabilities. Together, they empower businesses to deliver rich, connected and effortless experiences across interaction points.[\/vc_column_text][\/vc_column][vc_column][vc_row_inner content_placement=\"middle\" el_class=\"form-card bgc-lgray\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"568224\" alignment=\"center\" css=\"\" rounded_corners=\"rounded-lg\"][\/vc_column_inner][vc_column_inner width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<h3 class=\"h5\">Unlock deeper customer interactions at scale<\/h3>\r\nRemove data silos and start better understanding your customers with customer journey visualisation. Genesys consolidates the clues that customers leave about themselves and what they need as they interact with bots, agents and content on different channels. The result is a single view with deep customer insights.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=\"middle\" el_class=\"form-card bgc-lgray\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"568225\" alignment=\"center\" css=\"\" rounded_corners=\"rounded-lg\"][\/vc_column_inner][vc_column_inner width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<h3 class=\"h5\">Develop streamlined experiences across channels<\/h3>\r\nA single workspace across all channel interactions balances usability with customisation, offering data and insights at an agent\u2019s fingertips. The knowledge base delivers relevant interactions to customers, providing information via a searchable knowledge portal, self-service bots and knowledge-assisted agents.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=\"middle\" el_class=\"form-card bgc-lgray\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"568226\" alignment=\"center\" css=\"\" rounded_corners=\"rounded-lg\"][\/vc_column_inner][vc_column_inner width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<h3 class=\"h5\">Improve engagement while increasing conversions<\/h3>\r\nLeverage predictive AI to proactively reach out to customers who might need help. Or have the AI present a perfectly-timed content offer to increase conversions. Once an agent needs to get involved, tap into a wealth of routing options to decrease handle time.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=\"middle\" el_class=\"form-card bgc-lgray\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"568227\" alignment=\"center\" css=\"\" rounded_corners=\"rounded-lg\"][\/vc_column_inner][vc_column_inner width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<h3 class=\"h5\">Drive efficiencies and operational excellence<\/h3>\r\nUse analytics to understand how KPIs are tracking. Real-time monitoring provides a view of all activity occurring in all channels, while admins are armed with actionable insights that can be used to improve self-service and the Agent experience.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/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 width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2>Build a consistent digital experience with Genesys Cloud<\/h2>\r\nWith Genesys Cloud, say goodbye to silos and welcome seamless, unified and harmonious customer journeys that extend across digital channels.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Real time, data-driven context<\/h3>\r\nGather a real-time 360-degree view of all customer Touchpoints and contextual data. Use the AI-powered insights to personalise every interaction.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Native asynchronous chat<\/h3>\r\nUnlock asynchronous, always-on messaging that customers can pause and resume when it\u2019s convenient. Reduce customer effort with Co-browse and screen share.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Proactive engagement<\/h3>\r\nDrive positive outcomes \u2014 reducing support strain and driving conversions \u2014 by engaging customers proactively with the right message at the right time.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Rich personalisation<\/h3>\r\nOptimise experiences with your brand through rich, personalised interactions. And connect them into seamless journeys that span across the channels your customers use every day.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Bring Your Own Messaging<\/h3>\r\nLeverage open messaging APIs, mobile SDKs or universal messaging through the AppFoundry<sup>\u00ae<\/sup> Marketplace to bring in even more channels. Offer customers rich, customised brand experiences.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row equal_height=\"yes\"][vc_column width=\"2\/3\"][vc_column_text css=\"\"]\r\n<h2>See what our customers have to say<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-4\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcustomer-stories|title:Read%20all%20stories|\"][\/vc_column][vc_column][customer_carousel pull_type=\"advanced\" adv_customer_stories=\"%5B%7B%22customer_story%22%3A%22369411%22%2C%22customer_story_quote%22%3A%22Now%2C%20with%20WhatsApp%2C%20clients%20send%20pictures%20and%20our%20advisors%20can%20quickly%20see%20the%20problem%20and%20show%20them%20what%20to%20do.%20And%20they%20can%20juggle%20inquiries%20in%20other%20channels%20%E2%80%94%20all%20from%20their%20Genesys%20Cloud%20application.%22%2C%22customer_story_speaker%22%3A%22Patricia%20Zoller%2C%20Marketing%20Manager%2C%20Dental%20Axess%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%2C%7B%22customer_story%22%3A%22540756%22%2C%22customer_story_quote%22%3A%22It%20doesn%E2%80%99t%20matter%20whether%20patients%20use%20voice%2C%20WhatsApp%2C%20email%20or%20chat%20%E2%80%94%20they%20all%20enter%20via%20Genesys.%20Before%2C%20our%20Agents%20used%20to%20waste%20time%20asking%20their%20location%20and%20why%20they%20were%20making%20contact.%20Now%2C%20they%20don%E2%80%99t.%20They%20already%20know.%22%2C%22customer_story_speaker%22%3A%22Neilton%20Alves%2C%20Project%20Analyst%2C%20Grupo%20Sabin%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%2C%7B%22customer_story%22%3A%22327488%22%2C%22customer_story_quote%22%3A%22Genesys%20Predictive%20Engagement%20is%20enabling%20us%20to%20capture%20significantly%20more%20window%20shoppers%20on%20our%20website.%20Conversion%20rates%20rose%20by%2049%25%20at%20the%20six-week%20stage.%22%2C%22customer_story_speaker%22%3A%22Getinet%20Tadesse%2C%20CIO%2C%20Ethiopian%20Airlines%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%2C%7B%22customer_story%22%3A%22575134%22%2C%22customer_story_quote%22%3A%22Genesys%20allows%20us%20to%20interact%20with%20our%20customers%20across%20multiple%20channels%2C%20perfectly%20integrated%20into%20our%20CRM%20system.%20Watching%20other%20companies%20strive%20to%20meet%20our%20quality%20of%20service%20reflects%20the%20positive%20impact%20we%20have%20generated%20in%20the%20industry.%22%2C%22customer_story_speaker%22%3A%22Enrique%20Rodriguez%2C%20Call%20Center%20Coordinator%2C%20ThunderNet%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%5D\"][\/vc_column][vc_column][customer_carousel design_type=\"logos\" customer_stories=\"458066,339622,339188,366866\"][\/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 width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>Explore the full potential of digital CX<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-6\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fresources|title:View%20all%20resources|\"][\/vc_column][vc_column][related_posts hide_title=\"yes\"][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1741334671940{background-image: url(https:\/\/www.genesys.com\/media\/Threads-Right-Wave.png?id=549945) !important;}\" el_class=\"px-0 py-2 px-md-5 py-md-5\" el_id=\"demo\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>Connect anytime. Build trust. Move fast.<\/h2>\r\nFrom a single platform, Agents can engage customers \u2014 and each other \u2014 anytime, anywhere, on any channel. And your customers can use the channels they prefer and follow the conversation wherever it leads. Discover how your business will benefit from our comprehensive approach to digital Customer service.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][mktoform form_action=\"inline\" cta_button=\"Get a demo\" form_type=\"hot\" ar_status=\"Hot Lead\" cta_header=\"\" cid_id=\"7010d000001KeaxAAC\" target=\".thank-you\" form_additional_classes=\"no-bg-form\"][vc_column_text css=\"\" el_class=\"thank-you\"]\r\n<p class=\"h4\">Thank you for your interest.<\/p>\r\nWe\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>Frequently asked questions<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-sm-offset-1\"][faqmodule][faqitem item_question=\"What is digital customer service?\"]Digital customer service, sometimes abbreviated as \u201cDCS,\u201d means providing customer support across digital channels. A large number of different channels fall under digital support. This includes email, chat (asynchronous and synchronous variants) and SMS texting.\r\n\r\nA variety of third-party services are also defined as digital support, such as WhatsApp, Facebook Messenger and much more. Fax is a debatable inclusion, although it\u2019s generally managed over email and as attachments regardless.[\/faqitem][faqitem item_question=\"Why offer digital customer service?\"]Digital customer service offers contact centres a range of advantages. This includes additional scalability of support, options for visuals (images, embedded videos, etc.) not available when supporting someone over voice and meeting customers where they want to receive service.[\/faqitem][faqitem item_question=\"What is proactive chat?\"]Proactive chat allows you to target a website visitor, initiate a conversation at the right moment, and capture leads and conversions. It automatically sends an invitation based on predefined website visitor behaviour, types of buyers, pages visited and more. You can create unlimited rule sets and automatically test chat invitations against each other to fine-tune your strategy.[\/faqitem][faqitem item_question=\"What is proactive AI?\"]Conversational AI chatbots can assist with customer acquisition, lead qualification and conversion. With proactive AI, you can deliver intelligent engagement across every step of the customer journey \u2014 in the languages your customers speak. And you can deliver it across chat, email, social media platforms, SMS and more. This level of support boosts brand loyalty and allows for more cost-effective support.[\/faqitem][\/faqmodule][\/vc_column][\/vc_row][\/vc_section]","post_title":"Digital customer engagement","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"digital","to_ping":"","pinged":"","post_modified":"2025-12-23 21:24:17","post_modified_gmt":"2025-12-24 05:24:17","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=capabilities&#038;p=329989","menu_order":0,"post_type":"capabilities","post_mime_type":"","comment_count":"0","filter":"raw"}],"meta_title":"Apple Messages for Business with Genesys Cloud | Webinar","meta_description":"Discover how Apple Messages for Business and Genesys Cloud elevate CX with secure, rich, AI-powered customer engagement. 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Please add @email.genesys.com and @on24event.com to your safe sender list to ensure successful email delivery of all communications about this event.<\/p>\n","next_steps_type":"default","ns_title":"","ns_subtitle":"","w_sdate":"12\/03\/2025 5:00 pm","w_edate":"12\/03\/2025 6:00 pm","w_scope":"single","w_single_timezone":"3 December, 2025 at 12 noon AEDT | 9 am SGT","enable_global_intellimize":true,"enable_anti_flicker":false},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/601577","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/316"}],"version-history":[{"count":10,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/601577\/revisions"}],"predecessor-version":[{"id":602519,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/601577\/revisions\/602519"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/601619"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=601577"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=601577"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=601577"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=601577"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=601577"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=601577"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=601577"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=601577"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=601577"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=601577"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=601577"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}