Business Messaging

Delivering easy, personalized conversations in customers’ preferred channel

Business messaging offers customers a convenient, flexible way to engage with your brand through the apps they use every day. And asynchronous messaging empowers personalized conversations—on their terms, at their own pace.

AI-powered automation and tools for meaningful conversations

Concentrix Business Messaging is a messaging-as-a-service solution, empowering customers to connect with you via their preferred messaging apps—across SMS/MMS, Apple Messages for Business, Google Business Messages, Facebook Messenger, WhatsApp, WeChat, and more. With support from human and automated advisors that are powered by generative AI, you can provide efficient, personalized, and consistently positive experiences for your customers.

Handle contact volume with ease.

Improve cost savings & control budget.

Drive innovation.

Improve CX & grow revenue.

Retain advisors & empower their success.

Ready to explore the possibilities?

Ready to explore the possibilities?

Making conversations flow for a better experience

Through human-centered design and conversational insights, we help you design, build, and run your messaging platform for optimal experiences and desired outcomes—with AI bots and advisors equipped with a workspace powered by AI tools, all guided by the same core large language models (LLMs).

Messaging Strategy & Roadmap

Establish a holistic and unified messaging strategy, integrating the right mix of AI, automation, and human assistance, with an actionable roadmap that fits with your CX vision, business goals, and AI maturity.

Customer Analytics

Analyze customer interactions, journeys, and feedback to identify pain points and target use cases for self-service AI bots and LLM configuration.

Tech-Enabled Advisors

Configure and optimize AI-powered response tools to enhance advisor efficiency and productivity and deliver your best customer experience.

Automation Studio

Design and build conversational experiences for anticipated customer interactions, ensuring engagement and satisfaction, using LLMs to shape sales and service journeys.

Reporting and Insights

Gain insights from comprehensive reports to analyze key metrics and optimize the performance of your advisors.


Connect your systems and data sources, adding valuable context to enhance both self-service and advisor assisted experiences.

AI Bot Training

Apply machine learning and fine-tuning techniques to train underlying models for enhanced understanding and effectiveness in responding to customer queries.

Bot Optimization

Monitor customer behavior and feedback, alongside the effectiveness of automated experiences, to pinpoint opportunities for improvement.
of self-service messaging conversations deflected 
or resolved by chatbots
0 %
of self-service voice conversations deflected or resolved by chatbots
1 %
reduction in email tickets
0 %

How we’ve made business messaging work for leading brands.

Automation Expertise Empowers Customers via Self-Service App

Featured Insight

Automation Expertise Empowers Customers via Self-Service App

Discover how a leading pharmaceutical company deployed messaging to automate 93% of customer interactions.

Related Insights

Thought leadership and research to inspire innovation

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