Genesys integrations
Integrate messaging services into Genesys Cloud
The SmartDialog service platform has direct integrations for implementing messaging and intelligent query services as part of your Genesys Cloud calling system. You can purchase SmartDialog messaging service integrations for Genesys Cloud from Arena Interactive.
SmartDialog and Genesys Cloud integrations allow you to connect SMS query services to inbound and outbound calling systems. You can attach automated queries to calls, which are executed via SMS or questionnaires. Form queries can be personalized and targeted to a specific service event.
SmartDialog has integration with Genesys Cloud’s Conversation API, from which call data is retrieved at certain intervals. SMS messages are sent from SmartDialog automatically based on predefined rules. You can view the integration’s message traffic from the SmartDialog web interface, where you can see statistics and message reports.
Genesys integrations
Inquiry service integrates with Genesys Cloud APIs
Operator connections, short codes, longcodes, alphanumeric senders
Sending survey messages
Inquiry messages are sent after calls based on call information retrieved
Sending inquiry messages possible for different call types, such as incoming and callbacks
Survey services
Single and chained SMS surveys and form surveys
Send times, personalization, message templates, redirects, links to web forms, return messages
Survey service reports
Reports are compiled using company-defined settings
Response summaries JSON and CSV, sent via HTTPS SFTP and Email
Real-time monitoring and statistics in the user interface
Benefits of Genesys integration
Smooth customer communication
Integrate SmartDialog's SMS messaging services with Genesys system communications.
Better customer experience
Contact your customers, ask them for their opinion on your operations and receive timely feedback.
Deeper customer understanding
Deepen your understanding of your customers by combining SmartDialog's channels with customer service.
Delivery security and reliability
Messages are delivered quickly and confirmation of their delivery is provided.
Versatile reporting options
Monitoring of message traffic and delivery confirmations and accurate message log statistics.
Real-time monitoring and customer support 24/7
We monitor our services and their delivery reliability 24/7.
Genesys integration use cases
Integrate SmartDialog’s SMS messaging services via Genesys Cloud API into your company’s customer communications, query generation, and customer service processes. You will get access to valuable data in clear graphs and reports. The goal is better customer understanding and a successful customer experience.
Genesys integration – explore features and API documentation
In addition to Genesys integration, explore other SmartDialog services
SmartDialog
SmartDialog also includes other messaging services. You can manage the services with an easy-to-use interface.
Survey service
Conduct NPS and opinion surveys with SmartDialog's Survey Service. Send surveys and receive feedback via SMS.
2-way messages
If you want to receive messages from customers in addition to sending them, check out SmartDialog's 2-way messaging.
Genesys integration implementation
SmartDialog license
The integration requires a SmartDialog license and a survey service through which survey messages can be sent.
Numbers and connections
The acquisition of SMS numbers and management of connections that may be required for integration are handled on a turnkey basis through us.
SmartDialog connector
The Genesys integration of SmartDialog’s messaging services is connected to the company’s calling system, making messaging ready for use.
Contact us
Purchase Genesys integration
You can purchase the Genesys integration from Arena Interactive.
More information about Genesys integration
Check out the Genesys integration documentation.
Contact Arena Interactive
Contact us if you would like to hear more about Genesys integration.