SMS capability-Salesforce to genesys integration

1

Hi

We want to utilize SMS capability in Genesys. Salesforce is integrated with genesys CTI.

From Salesforce our users takes call with Genesys CTI.
There are 2 use case
Customer call via mobile
1.Users attend the inbound call and based on users input ,SMS is sent by clicking on transfer button and selecting the queue. In the Genesys interactions all the details is been captured.
Customer call via landline
2.User attend the inbound call ,since customer call via landline ,user check for different number to send SMS .

Question is there is any way we can input the number to send SMS in the same interaction.

2

Hi devipriya,

Check out our Professional Services | Contact Center Services | Genesys as they can provide direct help to specific questions

3

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.