Genesys SMS Routing (CE29) for Genesys Multicloud CX
From Genesys Documentation
This is a draft page; the published version of this page can be found at UseCases/Public/GenesysEngage-cloud/CE29.
Contents
Route SMS interactions to the best resource
What's the challenge?
Your customer wants to contact you in the same way they would friends and family — instantly, conveniently, and personally, with freedom to keep moving. If they encounter constraints, excessive hold times, inconsistent responses or multiple calls, that can damage customer satisfaction and put a strain on your agents.What's the solution?
Connect a customer to the right resource anywhere in your business by routing customer text messages to your best-fit agents. Genesys SMS Routing uses skill-based routing so messaging your company for support is faster and more efficient than calling and enables conversations from anywhere.[[Category:]]
Story and Business Context
Info needed.
Use Case Benefits
Info needed.
Summary
Info needed.
Use Case Definition
Info needed.
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.