Genesys enables contact centers to engage customers seamlessly across SMS, WhatsApp, Apple Messages for Business, and other messaging apps by consolidating all interactions into a unified agent workspace. This integration preserves full context, control, and continuity throughout the customer journey, eliminating tool switching for agents. Genesys helps agents efficiently manage real-time digital conversations alongside voice and other channels within a single, intuitive platform, delivering faster, more convenient communication that enhances customer experience and operational effectiveness.

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