Predictive dialing and omnichannel outreach

Engage with customers on their terms

Customer engagement is more strategic than just running an email campaign. Proactively communicating with prospects in a timely, personalized and contextual way is good business. And when you extend an outbound strategy across multiple automated and agent-assisted outbound channels, the results can be great. If you’re struggling to keep existing and prospective customers informed over their preferred channels, it’s probably frustrating for them, too. Existing customers have unmet expectations for updates on their accounts and the products they use. And when complications arise, they’ll default to contact center support. New leads are even less likely to convert when you’re unable to identify them for targeted campaigns. Build outbound capabilities that turn leads into happy, loyal customers.

Take interactions to the next level with predictive dialing

The human touch is a powerful differentiator for businesses, but not when it’s wasted on time-consuming and outdated methods of dialing or returns the wrong contacts. Predictive pacing algorithms take automated dialing to a new level.

Predictive dialing accurately predicts agent availability, optimally paces outbound volume and filters out unproductive calls, such as voicemail, busy signals and disconnected numbers. Contact centers that are new to predictive dialing see huge productivity gains when they free up agents’ time from unproductive contacts. Those agents instead connect with the right customers automatically. Increasing actual talk time with contacts means agent use their time more effectively and customers have a better experience with more personal attention.

Automate notifications and personalize the customer experience

Proactive communications create long-lasting opportunities and decrease the volume of inbound calls to your contact center. When you send highly personalized, timely and relevant notifications through your customer’s preferred channel, you create effortless interactions and improve engagement. When done properly, notifications about important alerts and updates can save agent time.

Consider the possibilities for your customers:

• Fraud alerts or power outage notifications
• Order confirmation or appointment reminders
• Bill payments or promotions

Make outbound part of your omnichannel engagement strategy

Being able to seamlessly blend interactions, pass context across all channels and cater to today’s mobile consumer frees your contact center from single-channel communication silos and lets you reap rewards from omnichannel engagement. For example, you can design some outbound campaigns to drive high-value inbound calls into the contact center. At the same time, you can create other outbound campaigns to deflect avoidable inbound calls by proactively providing information, managing customer expectations and eliminating a customer’s need to contact the organization.

Boost conversion rates with multichannel campaigns

When you communicate with prospects and existing customers in a proactive, timely, personalized and contextual way, it is good for business. And when this becomes part of your outbound strategy across multiple, automated outbound channels, the results are impressive. When you struggle to keep target audiences informed over their preferred channels, you miss opportunities to up-sell products and services. Stack the numbers in your favor—use automation to prioritize and distribute leads based on their value and timeliness, and watch conversion rates rise. You’ll also build valuable new opportunities and loyalty.

Push your sales cycle forward with proactive callback

Increase online sales conversions and revenue by offering a callback based on the individual behavior of website visitors. For example, when a prospect triggers an engagement rule, monitor their behavior and reach out. If they fill out identifying data, initiate a callback.

This proactive approach improves customer experience by engaging with them in their choice of channels—building a seamless and intuitive connection across multiple channels. This approach offers:

• Increased return on marketing spend through higher contact and response rates and better attribution
• Deeper insights into campaigns that span multiple channels by carrying context across channels
• Better campaign attribution by tracking your lead journeys through online and offline engagement

Sell more with list management and campaign tools

Reduce administrative slowdowns when your sales and marketing tools are integrated into a single, agile and easy-to-use tool. This positions you to boost sales conversions through higher contact and response rates using multi-wave, multichannel campaigns that leverage both self-service and assisted service. For example, you can build a campaign strategy from a contact list that applies user preferences. As you gather responses, your knowledge base grows. Then you can leverage valuable, real-time insights to determine the right time to contact leads for better contact and response rates.

Choose intelligent outbound calls in any environment

The PureConnect™ platform puts you on the road to customer experience success by using the same software for both cloud and on-premises implementations. This makes a move to the cloud easy, intuitive and painless.

Access features and tools that enable you to leverage existing telco and voice infrastructure, meet the most stringent security and compliance requirements, and decide how and where data is stored. Once enabled, your system operates on a single-tenant cloud that’s comprehensive, secure and customizable. You control the tools you use and when to perform upgrades, which lets you make the best choices for your business—and your customers.

Optimize call scripting for performance

When it comes to call scripting, it’s important to test and adjust based on script performance. You can use a web-based form designer to create, test and publish websites or campaign scripts for use with Interaction Dialer campaigns.

• Designed as a simple and intuitive tool that’s accessible to everyone. This makes editing and maintaining scripts a simple task instead of a technical request.
• Allows you to adjust scripts, as needed, to boost agent performance and create positive outcomes for customers.

Cover all the bases—connect to any SIP architecture

Thousands of customer organizations—no matter their technology or architecture—rely on the Interaction Dialer solution. The PureConnect platform offers a complete SIP-based “all-software” architecture to support outbound campaigns in a VoIP environment with reduced IT complexity. Whether you choose to connect to legacy voice systems, replace your switches or continue using your existing phones, the PureConnect platform accommodates it. You could even eliminate desk phone hardware entirely with the builti-in WebRTC softphone—all you need is data connectivity, a laptop or desktop computer and your favorite headset.

Connect anytime on any channel for great customer experience

With Genesys Outbound on the Genesys PureEngage™ platform, you can proactively communicate with customers in a timely, personalized and contextual way. Communicate across multiple automated and agent-assisted outbound channels. According to Forrester, 65% of organizations today have prioritized proactive customer communication to keep their customers informed. The result is greater profitability, maintained compliance and improved

Automate proactive contact and notifications

Automating communications saves money and valuable time. In addition to handling critical business processes, automation is convenient. Consider automating fraud alerts, order confirmations, outage notifications, appointment reminders, bill payments, promotions or customer surveys. Automated dialing lets you leave timely and personalized voice messages and send email and text messages over your customers’ preferred channels.

When you manage customer expectations, resolve issues and keep them informed, you preempt inbound contacts, increase customer satisfaction, reduce churn and drive incremental revenue. Take it a step further and let customers complete transactions through automated payment options. If the customer wishes to speak with an agent at any point during a self-service interaction, Genesys Outbound offers a path to escalate to an agent.

Blend inbound and outbound communications

To further improve your contact center efficiency, Genesys Outbound supports blended agents. By blending inbound and outbound calls either to a specific agent group or to the entire population of agents, you can increase agent utilization, reduce overall call wait times and smooth overall call volume. Your contact center agents also can use text messaging and email to send on-demand messages to consumers during a call or to start a conversation. For example, schedule a service call by phone, then send a text-based reminder one day before the scheduled appointment. Plus, you can initiate outreach in one channel and expand to another channel if no response is received.

Integrate list management and campaign tools

Create, monitor and tune integrated omnichannel, outbound contact strategies dynamically with self-service list management and campaign management capabilities. The easy-to-use interface lets business users:

• Segment contacts, apply filters and pre-dial checks
• Define channels and determine landline versus mobile treatments
• Manage outbound pacing and monitor campaign progress, health and results