By: David Currier On: November 21, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

SMS (Text Messaging) is one of the most popular methods of communication in today’s mobile-enabled world. It is also commonly used for notifications, authentication, and is beginning to be widely adopted as an established communication channel to conduct business.

We have been experimenting with some of the capabilities that SMS can bring to the table for the contact center and came up with a quick demo to illustrate some of the possibilities.

In this scenario, we wrote a quick back-end app to intercept an inbound SMS message and walk the remote party through a self-service application. The remote party is then given the option to chat with a customer service representative.

PureConnect SMS Demo

How is your organization using text messaging to interact with others? Let us know if you are doing something interesting with SMS, or if you would like to know more about what SMS may be able to offer to your customers.