SMS


Genesys lets you add text messaging (Short messaging service or SMS) as a communications and support channel for attracting and retaining customers. SMS also makes it possible to target customers how, when, and where they want to be contacted; provides an ideal communication platform for promoting new products and services; and establishes your organization as being out in front of customer service trends. SMS capabilities as a customer service channel makes it possible to target customer s how, when and where they want to be contacted; provides an ideal platform for promoting new products and services and establishes an organization as being out in front of customer trends.


Nova Terra Multimedia SMS

Benefits of SMS

  • Increases the effectiveness of customer interactions.
  • Streamlines your customer communications.
  • Transforms your customer service cost structure.
  • Creates a significant competitive advantage.
  • Provides rapid return on investment.

Features of SMS

  • Multiple Sessions - Contact Center agents can easily track multiple SMS sessions which can be managed in either paging mode (for single one-way or two-way interaction) or chat mode (for an ongoing string of messages with a given customer).
  • Multimedia Messaging Service (MMS) Support - Contact Center agents can receive and review photo, audio, and video files when necessary.
  • Streamlined Interactions - Businesses can send messages to certain customer profiles or personalized messages to individual customers.
  • Natural Language Engine - This embedded feature determines whether an incoming SMS message can be answered with an automated response.
  • Built-in Rules Engine - Businesses can easily give priority status to messages coming from its best customer.