Genesys Cloud
Bring your own SMS Provider (SMPP) support coming to Genesys Cloud

Announced on Effective date Aha! idea
2025-08-04 - Aha! link

In a future release, Genesys Cloud will allow customers to bring their own SMS aggregator, broker, or carrier using the SMPP (Short Message Peer-to-Peer) protocol. This enhancement gives customers and partners the ability to integrate their existing SMS services directly into the platform, similar to the existing Bring Your Own Carrier (BYOC) support for voice. This feature supports increased adoption of the SMS channel, while also allowing Genesys to focus its resources on core platform innovation and reliability.

Why this matters

Previously, all SMS messaging in Genesys Cloud routed through Genesys-provided services. With this change, customers can now configure their own SMPP connections and manage their own SMS numbers. This option enables them to extend SMS capabilities to more markets, reduce messaging costs, or retain greater control over their message routing, all without relying on Genesys as the SMS carrier.

What’s changing?

  • SMPP integration support – Customers can provision and manage their own SMPP accounts in Genesys Cloud.
  • SMS numbers – SMS-enabled numbers from external carriers can be added to the platform (via the SMS Number Inventory import process), enabling proper routing and validation.
  • Number usage scenarios – External numbers must be added and validated before use in:
    • Queue configurations for outbound SMS
    • Inbound SMS flows
    • Agentless SMS notifications via API

Benefits

  • Customer control – Organizations can maintain their relationships with preferred SMS vendors.
  • Cost flexibility – May reduce messaging costs by leveraging negotiated SMS rates.
  • Expanded reach – Supports regions or markets where Genesys Cloud SMS is not available.
  • Faster deployment – Partners and telecom operators can onboard customers more quickly using their own infrastructure.
  • Strategic fit – This BYO SMS capability mirrors the flexibility already available in voice through BYOC and empowers customers and partners to scale SMS messaging in a way that suits their business model and regional requirements.