Digital Channels setup
Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media. It provides a platform that enables you to grow sales, create more targeted marketing campaigns, and deliver exceptional customer service. The Digital Channels service processes, manages and archives customer and agent interactions across media.
Enabling digital channels in your contact center opens up Agent Desktop to chats from Facebook, Twitter, WhatsApp and SMS that are treated just like regular Genesys interactions.
Using the Facebook channel, agents can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages and comments and replies on your company's Facebook page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
Handling contacts using Workspace Agent Desktop's Facebook channel improves customer experience by providing a consistent journey across all channels. Genesys identifies the contact and matches them against customers already in the contact database so the agent can access all previous interactions with the contact.
For more about enabling Facebook in your contact center, see Set up Facebook and Twitter.
Using the Twitter channel, agents can monitor your business presence and identify and respond to online comments. Twitter Direct Messages and Tweets and replies on your company's Twitter page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
Handling contacts using Workspace Agent Desktop's Twitter channel improves customer experience by providing a consistent journey across all channels. Genesys identifies the contact and matches them against customers already in the contact database. When a Direct Message, Tweet, or reply is directed to an agent, they have access to all previous interactions with the contact.
For more about enabling Twitter in your contact center, see Set up Facebook and Twitter.
WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between agents and customer contacts. Typically, a contact will send an agent a message from a mobile device or computer. These messages are captured by PureEngage through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
For more about enabling WhatsApp in your contact center, see Set up WhatsApp.