While our Genesys integration has technically been "live" for a little while, today we actually deployed the code to our production servers so that existing and any new clients will be running out of our production environment.

Here is a quick recap of our Genesys integration capabilities.

We have three apps available, all of which can be enabled individually and have different functions and use cases. We also have a more native integration with their bulk dialer campaigns.

1. Textel - Outbound SMS Message

   1. An agent initiated outbound text message to one or more manually entered mobile numbers.

   2. Does not currently support sending MMS.

   3. USE CASE NOTE: It is similar to a “Blast” (on a much smaller scale) in that you can send an outbound message or notification without the expectation of a response.

2. Textel - Start SMS Chat

   1. Agents can initiate an interaction/conversation with a single mobile phone number.

   2. Only supports sending MMS if the Textel conversation panel is used.

   3. USE CASE NOTE: This is likely most useful when you need to initiate the conversation and expect a dialogue back and forth.

3. Textel - Communicate SMS

   1. This app is driven by a Textel iFrame and operates outside of Genesys's native interactions.

   2. It allows agents to initiate a conversation with a mobile number as well as view conversation histories.

   3. Supports MMS.