Native SMS for Genesys Cloud

Contact Centres play a vital role in many industries as they offer customers effective technical support, customer service and sales support. As customers have become more sophisticated, users such as financial services, Government and others have sough to offer this support across the most popular channels such as email, social media, web chat and SMS.

To connect our SMS solutions to leading Contact Centre platforms Genesys Cloud, we partnered with Genesys Cloud partner cxlogiq to develop the middleware through a widget named SMSSamurai. This enables agents to:

• Use SMS as part of the customer journey
• Handle multiple conversations with clients at once
• Easily solvable customer queries
• Use their time to address more complex queries
• Simultaneously send SMS while on a voice call  
• Maintain a high retention rate of customers
  
  

For organisations there are two additional benefits:

1. Reduce costs as our SMS solutions are considerably cheaper than paid agent time
2. Maintain a higher customer retention rates. For instance, if a call drops out or is terminated by the customer, a simple SMS can be sent to schedule another call/meeting and keep the relevant urgency needed. This type of SMS can be automated within designed workflows to save time and ensure excellent service for customers

We integrate with global software powerhouses - Salesforce, Marketo, Adobe, Zapier and now Genesys Cloud. This means greater communication options for our clients and world-class experiences for their customers.

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