Leaders in the Gartner Magic Quadrants for Contact Centre as a Service (CCaaS), and Contact Centre Infrastructure, Genesys recently introduced their new Messaging app for Apple Business Chat. The company already powers over 25 billion customer experience journeys around the world every year, and they believe that the best way optimise Customer Experience (CX), is with a strategy that spans multiple devices.
Gartner has already predicted that requests for customer support through messaging apps will exceed requests sent through social media by 2019. Companies that want to get ahead of the curve need to give their clients an opportunity to communicate with them on the platform that best suits them. Genesys hopes that their new Messaging service will add yet another supported avenue to the omnichannel contact centre.
Genesys Messaging on Apple Business Chat
To announce their latest system, Genesys invited customers to come to a demonstration on the 11th of April, where they could see the messaging app powered by the Customer Experience AI, Kate. The webinar was presented live throughout Asia Pacific, Latin America, Europe, and North America, with an opportunity for attendees to sign up for the event and receive a free recording afterwards.
According to Genesys, their messaging app offers a new way for consumers in the modern marketplace to communicate with their favourite brands through the messages app on their iPad, or iPhone. This means that today’s clients won’t have to switch between devices or platforms when they want to reach out to a customer support team. Thanks to Genesys, contact centres may finally be able to offer their customers the cross-channel experience they’re looking for.
Next Level Support for a New Generation of Customers
Most businesses already know that today’s consumers are more demanding than ever when it comes to the interactions they have with customer service reps. Your clients expect you to be available and active on the channels they use most – whether that’s instant messaging, social media, or something else entirely. With Genesys Messaging for Apple Business Chat, the company hopes to provide today’s contact centres with a single omnichannel customer experience platform, supported by persistent context.
The messaging tool comes equipped with integrated agent assistance and solutions for contextual analysis powered by Genesys AI technology, including the Customer Experience AI, Kate. The Messaging app also supports a range of Apple Business Chat features, including:
- iMessage applications
- Multiple entry points
- Rich videos and images
- Payments through Apple Pay
- Access to existing iOS features
- Simple scheduling
Providing a Consistent Customer Experience
Genesys hopes that their messaging tool will be the key to offering the seamless and connected experiences that today’s customers are looking for. All brands need to do to access the solution is:
- Apply for Apple Business Chat
- Choose Genesys as their platform provider for customer service
- Notify their Genesys account expert
As customers grow more reliant on smart devices, companies need to be both available on the right platforms, and capable of offering the consistent buyer journeys that their consumers are looking for. For businesses hoping to offer personalised omnichannel contact centres and support services, Genesys Messaging can help.
