GENMESSAGE - Automated Text Messaging and SIP Trunks for Genesys Cloud
GenMessage provides all of the functionality of Genesys Messaging and more at an affordable price point. Available as a 3rd Party App within Genesys Cloud, simply select the App and hit start and you will be sending and receiving messages from within your Genesys Org within minutes.
GenMessage operates within the Genesys Cloud Agent Workspace, minimising the need for user training. Within the Agent Workspace, an agent is able to create single or group SMS that is either branded or 2-way messages. All interactions are recorded within the Genesys Org and by default appear in the same queue as calls, emails, etc, giving a single view of all customer interactions.
GenMessage supports Genesys campaigns for bulk SMS. Create custom campaigns using Genesys List Management. You can engage clients through GenMessage’s 2 way SMS support. Promote your brand through our branded SMS capability. Automate customer communications through the templating function.
GenMessage integrates with Genesys reporting to enable businesses to assess campaign performance. GenMessage has open APIs, so for integration to CRMs or 3rd party applications that operate in conjunction with your Genesys Cloud please contact us and we’ll be glad to discuss the best approach to meet your business needs.
You can also automate your SIP Trunks through GenMessage and get calling and texting in minutes.
Web Chat, Email, Text, Voice - All in One Platform!
Today, customers’ lives naturally include texting. By providing SMS customer service, you increase brand intimacy and make it easier for customers to get assistance. Problems can be resolved without increasing the volume of your voice call. Additionally, allowing agents to handle multiple SMS interactions at once will increase agent productivity.
Benefits of Genesys Messaging
Create Seamless Customer Experiences
Your agents can manage text messages from customers as well as all other digital, chat, and email interactions using a unified interface. With context, your agents can carry on previous SMS conversations and provide more individualized customer service.
Support Customers All Day, Every Day
Customers can communicate and respond whenever they want with text messaging while still receiving top-notch service. At any time, one of your agents can pick up the conversation. They are able to offer accessible text-based support at any time of day.
Ensure Every Interaction is Exceptional
Customers should always receive the same level of assistance, regardless of which agent they connect with. You can assign each SMS interaction in quality assessments if you record it. Utilize this information to forecast and schedule tasks for the future.
Get the SMS Analytics and Insights You Need
View the performance of SMS and all of your other communication channels in the past and present. Give administrators 24/7 access to channel performance information. Simple configuration and SMS interaction alerts when a specific metric exceeds set thresholds.
