Genesys Messaging (CE34) for Genesys Cloud

Offer a powerful new way for customers to connect with you directly in Messages

What's the challenge?

To engage customers on their devices, enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents.

What's the solution?

Using Genesys Messaging to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies

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Story and Business Context

In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they require synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. They want to use channels they are familiar with and that they use in their everyday lives. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies.

Genesys messaging enables two-way conversations between consumers and businesses on familiar digital channels and across mobile devices. Genesys messaging provides a feature-rich, flexible, and convenient method of answering questions and solving problems all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that consumers and contact center agents can return to the conversation at any time with a full history.

This use case enables businesses to handle messaging conversations with channels like Genesys Cloud Web Messaging, Facebook Messenger, Instagram, X (Twitter) Direct Message, and WhatsApp in their Genesys contact center environment. Additional messaging channels can be integrated with Genesys Cloud through the Open Messaging API.  

To increase successful self-service interactions, a bot used over these messaging channels can automate the conversation with the customer. A bot can transfer the interaction to a contact center agent seamlessly if needed. When companies enable supported Genesys Messaging customer service channels within their Genesys environment, benefits can include:

• Improved first contact resolution and reduced handle time by matching every consumer with the agent best equipped to respond through skills-based routing

• Improved NPS by carrying context across channels and matching the consumer with an appropriately skilled agent, similar to how all Genesys channels are managed

• Reduced costs by granting agents the ability to manage multiple messaging conversations simultaneously and blend messaging conversations with other media types in the same agent desktop

• Continuity in asynchronous conversations, enabling consumers to make contact when convenient throughout the day or week

• Workforce management and reporting integrated with the rest of the contact center

• Improved brand perception by offering channels that end customers want to use to interact with businesses  

• More engaging experiences with file transfers, images, and rich media such as quick replies, cards, carousels and more.  

• Convenience for consumers by offering a familiar messaging solution as opposed to a separate chat window

• Reduced cost by lowering handling time on complex issues through using co-browse functionality (available with Genesys Cloud Web Messaging)

Use Case Benefits

Use Case Benefits	Explanation
Improved Customer Experience	Match the consumer with an appropriately skilled agent. Provide continuity in asynchronous conversations by enabling consumers to make contact when convenient throughout the day, week, or buying or service journey. Make it convenient for consumers by using familiar and convenient messaging solutions
Improved First Contact Resolution	Ensure each consumer is matched with the most suitable agent by utilizing various routing options, such as skills-based routing or AI-driven Genesys Cloud Predictive Routing.
Reduced Administration Costs	Reduce costs by granting agents the ability to manage multiple messaging conversations simultaneously and blend messaging conversations with other media types (email, SMS and voice) in the same agent desktop.

Summary

A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Instagram, X (Twitter) Direct Message, and WhatsApp. Additional messaging channels can be integrated with Genesys Cloud through the Open Messaging API. To start a conversation a consumer can receive offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. Genesys Cloud Web Messaging works similarly, with the consumer engaging the business directly through their website or mobile app where Messenger is deployed. These conversations route to a company’s contact center through the Genesys Messaging service. A bot can automate the conversation and transition to a contact center agent if needed or the conversation can route directly to a contact center agent to provide human assistance. These engagements are persistent and long-lived (asynchronous). During the conversation bots can present rich media elements to enrich the conversation and gather information and preferences. The conversation can be further enriched with images, files, URL links, emojis, and embeds such as video content. This feature makes it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction (such capabilities vary by channel).

Use Case Definition

Business Flow

Messaging Flow

Business Flow Description

1. Company invites the customer to initiate a conversation via messaging e.g. via a custom Click to Action button in their app, on their website, osr in an email or promotional materials.
2. The customer clicks the message icon and sends an initial message to begin the conversation.
3. The Genesys system checks to see if it is a new or returning customer 
4. (a)For customers who have initiated a conversation previously, the system pulls the   conversation history and presents it to the agent.

        (b) For brand new interactions, Genesys Web Messaging, Facebook, Instagram and X (Twitter), and WhatsApp pass platform-specific unique IDs

1. The Genesys system determines if the message is part of an ongoing conversation by checking if a message from the same user was received within a configured threading timeline window. Ongoing conversations will be routed to the last agent who handled the conversation, if available.
2. If the message is not part of an ongoing conversation, conversation may be routed to a Bot, and/or
3. When the last agent is not available and for new conversations, The message is processed by a Genesys Cloud CX Architect Flow. 
4. The message is transferred by skills-based ACD to an Agent queue. 
5. When routed to an agent, the customer and agent begin or continue a conversation. Depending on the conversation topic, the agent can send the customer messages including text, emojis, stickers, URLs, images and files. 
6. Customer and agent interact via messaging service 
7. After conversation is complete, the agent dispositions the interaction.

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.