Thanks Sam,
Thinking about this more our two main use cases would be to:
- Boosting Contact Rates with SMS - Using SMS to improve our strike rate when making ad hoc outbound calls. Two-way SMS functionality that allows customers to confirm their availability within a set timeframe to receive a call from ART.
- Proactive Member Notifications - Leveraging SMS to proactively notify members about key processing milestones, keeping them informed and reducing inbound queries.
Interested in any insights or examples from the community of what solutions we can look at for these use cases and how other customers are using SMS in similar ways.
Cheers
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Deepa Galaiya
Product Owner, Customer Interactions
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Original Message:
Sent: 09-15-2025 11:15
From: Samuel Jillard
Subject: SMS for improving customer first call back - Things to consider?
Hello Deepa,
Hopefully others in the community can give you some insights into how they have implemented this feature.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 09-14-2025 20:22
From: Deepa Galaiya
Subject: SMS for improving customer first call back - Things to consider?
Hi everyone,
We are looking into SMS to improve efficiencies in member contact workflows and boost strike rate.
Just wondering if anyone else has implemented this already and are willing to share their insights, experience and any lessons learned?
What are the main things to consider with SMS for outbound calls?
Thanks heaps
#Outbound
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Deepa Galaiya
Product Owner, Customer Interactions
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