Extend Genesys Cloud CX with Textel’s SMS and MMS. With Textel and Genesys Cloud, experience human and AI-powered texting conversations with customers on new or existing phone numbers from inside your Genesys Contact Center or Communicate platform. Let customers move from text to voice, or live chat to text, in just one click.
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Drive Efficiency With Textel
With Textel for Genesys, create an efficient and engaged workforce while boosting your customer satisfaction. And save time by responding to your customers faster using automated response tools like keyword responders or auto-replies to send time-based messages.
With Textel + Genesys Cloud CX, you can:
- Use response templates to answer frequently asked questions
- Add keywords & auto-replies
- View and send SMS & MMS right from your chat experience
- Use skills to intelligently route texts to agents in the Contact Center
- See conversation history alongside the active conversation
- See new messages come in side-by-side with the chat panel
Track SMS Trends
Watch how SMS is adopted and used, then find other trends in your data to track your entire customer experience and agent performance. With Textel and Genesys Cloud CX, access reporting and analytics for each message in your campaign in real time.
Get trend data by:
- Reviewing usage and message counts by specific numbers or accounts
- Accessing visual dashboards to see usage patterns
- Reporting on opted-in/out contacts
- Downloading message history reports
Stay Compliant With Every Text
Your customers need you to advocate for their privacy and security with your interactions. That’s why Textel makes TCPA and A2P compliance easy for you and secure for your contacts. Protect your customer relationship and stay in the clear with the help of these key tools.
Your data is protected by:
- Built-in TCPA compliance features like designated send windows, sample consent messages, opt-in/out keywords, etc.
- Guided 10DLC registration with help from our team to make sure every line is registered
- Automated opt-in/out management using keywords, reporting, and system-generated contact lists
With Blast Campaigns, Scale Your Outbound
Add Textel Blast to connect with your contacts, en masse, wherever they are. Then let them respond back to you via a 1:1 message. Using Blast, you can send a text to your entire contact list, or any segment of it, with updates, reminders, promotions, or whatever makes sense for your company.
Add Textel Blast to:
- Create and send personalized, targeted SMS & MMS campaigns to thousands
- Schedule campaigns with multiple messages in a single flow for maximum reach
- Get Blast-specific reporting to understand send stats by campaign
- Route responses directly into chat
Turn Website Visitors Into Future Customers
With Textel’s Web-to-Text feature, increase engagement immediately. Add a Web-to-Text widget, custom branded for you, to move visitors from your website into an SMS conversation for faster, more convenient service.
Add Web-to-Text so you can:
- Make it simple for customers to reach you using their mobile device
- Conveniently collect opt-ins and contact information to help you stay compliant
- Respond to incoming messages from your Genesys platform
- Invite new customers into conversation to increase satisfaction
Key Features of Textel + Genesys Cloud CX
- 1:1 SMS & MMS
- 1:Many texting campaigns
- TCPA compliant send windows
- Opt-in/out management
- Full conversation history
- Link click analytics
- Line intelligence
- Outbound alphanumeric sender IDs
- Link shortener
- IVR texting integrations
- CRM integrations
- APIs for custom integrations
- Web-to-Text widget
- Text bots
Ready to get started with Textel? Make the switch today.