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cxlogiq Documentation

SMS Logiq Overview

SMS Logiq seamlessly integrates with Genesys Cloud, empowering New Zealand users to send and receive SMS directly within the Genesys interface. This fills the native SMS gap, enhancing customer interactions and streamlining communication. With SMS Logiq, customer conversations are efficient and fully integrated with Genesys features like call flows and CRM, ensuring an enhanced customer experience.

SMS Logiq is a cutting-edge integration designed specifically for Genesys Cloud users in New Zealand, enabling seamless SMS communication directly from the Genesys interface. This innovative solution bridges the gap in Genesys Cloud’s native capabilities, allowing businesses to engage with customers through SMS-based conversations via the Messaging channel. With SMS Logiq, all SMS messages are routed through standard Genesys Messaging flows and blended with agents using familiar queueing mechanisms. This ensures a unified user experience across all media types, maintaining consistency in functionality, user interface, and reporting.

Objective

Genesys Cloud currently lacks native support for SMS messaging in New Zealand. To address this gap, CXLogiq has developed SMS Logiq, a robust solution that integrates seamlessly with Genesys Cloud, providing the much-needed SMS functionality. This allows businesses to enhance their customer interactions and improve communication efficiency.

Prerequisites

To integrate SMS Logiq with Genesys Cloud, one of the following licenses is required:

  • Genesys CX 2
  • Genesys CX 3
  • Genesys Cloud Digital Upgrade

Features

  • Seamless Integration with Genesys Cloud: SMS Logiq integrates effortlessly with the Genesys Cloud platform, providing a smooth and intuitive user experience.
  • Canned Response Libraries: Access pre-defined responses for quick and efficient messaging, reducing response times and improving customer satisfaction.
  • Asynchronous SMS Conversations: Engage in real-time SMS conversations with customers, ensuring timely and responsive communication.
  • Third-Party Platform Integration: Easily integrate SMS Logiq with external platforms such as CRMs, enhancing your customer relationship management capabilities.
  • Integration with Genesys Call Flows and Bots: Incorporate SMS messaging into your existing call flows and automated bots, streamlining your communication processes.
  • Real-Time Messaging During Phone Calls: Utilize Genesys Scripting to send and receive SMS messages in real-time while on phone calls, providing a comprehensive communication experience.
  • Integration into Genesys Task Management: Manage tasks and follow-ups efficiently by integrating SMS messaging into your Genesys task management workflows.
  • Support for SMS Short Codes: Leverage SMS short codes for marketing campaigns, customer surveys, and more, expanding your communication toolkit.

Summary

SMS Logiq by CXLogiq transforms the way Genesys Cloud users in New Zealand communicate with their customers. By integrating SMS capabilities directly into the Genesys interface, businesses can enjoy a seamless, consistent, and efficient communication experience. Whether it’s for customer support, marketing, or operational messaging, SMS Logiq provides the tools needed to enhance engagement and drive customer satisfaction.

For more information or to request a demo, visit our Genesys Cloud AppFoundry listing or contact our support team. Experience the future of SMS communication with SMS Logiq today.