Textel Launches Texting Platform on the Genesys AppFoundry

Textel’s cloud texting platform combines with Genesys Customer Experience Platform to provide inbound/outbound SMS and MMS to reduce call volumes and abandonment rates while increasing agent efficiency.

ST. LOUIS--()--Textel has announced their cloud-based business texting platform is a Premium App now available on the Genesys® AppFoundry, the industry’s largest dedicated marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce.

Textel makes it easy for Genesys customers to use their existing toll free or long code numbers to engage with their customers through text. Textel supports rich conversations with the ability to send and receive SMS as well as MMS to send emojis, pictures, gifs, calendar invites and documents.

“Contact centers must find more effective ways to reach their customers. Textel’s integration with Genesys delivers on that by helping them reach more customers faster with robust, reliable texting in the tool agents use today,” James Diel, Founder and CEO for Textel.

When a customer texts the pre-existing business number, it’s automatically routed to an available SMS-proficient agent utilizing the Genesys Customer Experience Platform’s chat window who can then text right back. Teams can also send outbound texts on an ad hoc basis or using event-based triggers in the Genesys platform.

Textel’s integration for SMS is now available with Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform that helps organizations provide better experiences to their customers and employees. With its robust feature set and open APIs, Genesys Cloud is flexible, scalable, and built for rapid innovation.

As a Premium App on the Genesys® AppFoundry, Genesys customers have the benefit of having their Textel subscription included on their Genesys invoice thereby simplifying vendor management.

To learn more about the specific features and benefits of Textel’s Genesys Cloud integration for SMS, visit Textel’s Premium AppFoundry listing.

About Textel:

Founded in 2014, Textel provides a texting platform for contact centers that is specifically designed to improve the customer experience, increase customer engagement, improve contact center performance and efficiency and drive revenue. With nearly 800 customers across North America, Textel is the texting platform for organizations who want to communicate with customers faster and more efficiently than traditional channels (email, voice, chat), improve the customer experience, and positively impact the KPIs of the contact center. To learn more, visit www.textel.net.


Robert Oscanyan