Genesys SMS Notification (CE12) for PureEngageCloud

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This topic is part of the manual PureEngage Cloud Use Cases for version Public of Genesys Use Cases.
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Use SMS to notify customers

What's the challenge?

Customers want a quick way to be notified of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Repeated handling of unnecessary outbound calls and preventable inbound follow-up drives up costs and can damage customer and employee satisfaction.

What's the solution?

Communicate important information simply and efficiently using Genesys SMS Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive text alerts are delivered to customers wherever they are.

Story and Business Context

Consumers want businesses to send them proactive notifications when that information is personalized, timely, and relevant. The text messaging channel is an efficient, quick way to notify customers of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys, and much more. Many companies struggle with adding the SMS channel to their outbound notification strategy for marketing, care, or collections. This use case offers the ability to configure and execute outbound SMS campaigns based on customer-provided contact lists.

Use Case Benefits

Use Case Benefits Explanation
Improved Employee Occupancy Reduce agent-assisted outbound calls by automatically sending communications through SMS.
Improved Net Promoter Score Improve NPS by proactively notifying customers through SMS.
Increased Revenue Increase revenue through improved resolution of business outcomes.
Reduced Customer Churn Reduce churn and improve loyalty by addressing common pain points and frustrations that affect revenue streams.
Reduced Overtime Costs Reduce costs by using automated communications.
Reduced Volume of Interactions Decrease inbound interactions by proactively sending communications through SMS.

Summary

This use case enables companies to proactively send customers notifications using SMS for marketing, care, or collections purposes. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, mobile phone number, and contact reason. Delivery results are recorded in the system to feed into reports.


Outbound SMS notification examples include:

Financial Services Telecom Healthcare Utilities
  • New customer engagement
  • Replenish prepaid card reminders
  • Payment reminders
  • Fraud alerts
  • Going over plan alerts
  • Payment reminders
  • Upgrade eligibility
  • Customer win back
  • Appointment reminders
  • Wellness updates
  • Refill prescriptions
  • Claim status updates
  • Service call confirmation
  • Planned downtime
  • Outage status
  • Payment reminders
Retail Insurance Collection Agencies Travel and Hospitality
  • Sales alerts
  • Order confirmations
  • Product recalls
  • Loyalty program activity
  • Quote follow-up
  • Payment reminders
  • Claims status updates
  • Renewal notice
  • Payment reminders
  • Late payment alterations
  • Payment confirmations
  • Booking confirmation
  • Upselling service
  • Payment reminders
  • Travel updates
  • Loyalty program activity


Use Case Definition

Business Flow

Business Flow Description

  1. An Admin (or Genesys PS) configures the campaign strategy and settings in Genesys.
  2. The organization either prepares a contact list from a third-party system (such as CRM or Collections) or configures their system to utilize Genesys REST API to insert contact records based on an event, a list, or an API format defined by Genesys.
    • Batch Upload Option: Customer contacts are loaded through the User Interface or utilizing List Automation configured jobs.
    • API Upload Option: Customer contacts are loaded through the standard Genesys Engage APIs.
  3. The campaign begins contacting consumers based on the campaign template, strategy, and settings configured in the first step, filtering out those contacts that meet the settings criteria. The Genesys system checks each contact/record against the relevant Do Not Call and suppression lists to filter out consumers who should not be contacted.
  4. Genesys compiles the SMS text from a standard template using up to 4 custom fields provided with the contact list, or the customer creates the SMS message utilizing the self-service capabilities within the User Interface (self-service capabilities must be enabled by Genesys PS). For additional information on Self-Service SMS, see SMS Self-Service and the SMS Self-Service Video. Best practice recommends avoiding message splitting. The customer is responsible for following character limitations set for each country; for example, the maximum size in the U.S. is 160 characters.
  5. The delivery result, if available, is recorded in Genesys.
  6. Consumer may decide to respond to the SMS message. Genesys stores replies together with the available metadata from the SMS message to identify the consumer.
    • For a HELP keyword, a customer-specified help text is sent to the consumer.
    • For a STOP keyword, a customer-specified text is sent to the consumer, and the mobile number is added to a suppression list. It is the organization’s responsibility to process the opt-out requests and guarantee that the consumer is not included in any further contact list.
    • ADD-ON: For a pre-defined keyword, the system can either send an automated response or trigger a RESTful API push into the customer’s system (Genesys PS must scope API connections). For an unstructured/unexpected response, the system stores the response but does not reply unless a wildcard response has been configured (a wildcard response is a standard response that is sent as a response to all unrecognized responses).



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.