Maximizing agent productivity to improve campaign results
In many situations, you want your agents on the phone talking with customers, such as telesales, customer win-back, market research, and collections. Genesys Outbound provides an innovative and tightly integrated outbound dialing solution that maximizes agent utilization and reduces call abandonments, enabling you to efficiently connect live contacts with contact center agents to improve campaign results.
The Genesys outbound dialer offers multiple dialing modes to accommodate a variety of calling strategies and situations, including:
- Predictive dialing: Paces calls automatically to match anticipated agent availability
- Progressive dialing: Dials phone numbers only when an agent is available
- Preview dialing: Presents customer information to an agent before they initiate the call
- Manual dialing: Allows contact center agents to dial calls manually
Genesys deploys patented predictive pacing algorithms, proven to outperform other vendor solutions. Through these algorithms, Genesys Outbound accurately predicts agent availability, optimally paces outbound volume, and filters out unproductive calls (voice mails, busy signals, and disconnected numbers). For contact centers still relying on manual dialing, this delivers huge productivity gains by freeing agents from dialing calls manually and connecting them with consumers automatically, using agent time more effectively and increasing revenue.
To further improve 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 can also use text messaging and email to send on-demand messages to consumers during a call or as a way to start a conversation.
Simplify compliance with dynamic self-service rules builder
Business users can exercise granular control to customize outbound campaigns to meet evolving regulatory requirements and business policies, with the focus on protecting the customer experience. User-friendly and roles-based self-service tools let you quickly create, deploy, modify, and audit outbound campaigns that comply with requirements and policies regarding when, how frequently, and which channels to use to contact consumers.
In addition to the rules builder, the compliance tools include automated suppression lists, the ability to identify mobile numbers in your contact list, and the ability to define safe contact windows, landline or mobile treatment strategies, audit reports, and more. For example, it’s easy to define the maximum number of contact attempts across channels for a specified timeframe, set “do not contact” dates, or exclude consumers in a certain geographic location when a natural disaster hits.
Customer opt-in program to capture and maintain customer preferences
Capturing customer opt-in has become a critical extension of outbound campaigns. For starters, a growing number of regulations in many countries require organizations to obtain consumer consent before sending certain types of communications over specific channels. Honoring opt-in requests also helps improve the customer experience and campaign results by ensuring that messages you send are in line with customer channel preferences.
Genesys offers a customer opt-in program that not only helps you maximize the size of your opt-in database, but also makes the ongoing management significantly less complex than attempting to maintain it in-house. It provides automated opt-out processes, removes contacts from your opt-in database when appropriate, and seamlessly integrates with your outbound campaigns.
Improve campaign and agent performance with integrated analytics
Having the right data and insight at your fingertips can be the difference between successful and poor campaign performance. Take your outbound campaigns to the next level with integrated Genesys reporting for agents and campaigns.
- Real-Time Reports: Monitor agent availability and activity using graphical dashboards that let you visualize the status of your workforce so you can make the right decisions at the right time. Detailed campaign statistics show progress on your contact attempts and enable you to improve response rates and increase campaign ROI.
- Historical Reports: Get key measures of past performance including campaign summary, callback summary, and call-handling activity reports.
Global expertise throughout the customer lifecycle
Many vendors lack the deep industry expertise that’s invaluable when creating effective outbound contact strategies. Genesys leverages best practices, first hand industry experience, and in-country expertise to ensure you realize the full potential of our technology across the complete customer lifecycle—from customer service to marketing to payment collection.
Customer service and support
Anticipate customer needs, proactively solve issues, and build lifelong customer relationships.
Genesys offers many flavors of outbound contact strategies to engage customers and supply them with relevant and timely information such as appointment confirmations, fraud alerts, service outage notifications, card activation reminders, and customer surveys. Common strategies include blending outbound communications across multiple preferred channels and closing the loop with unhappy customers in real time, resulting in improved customer experiences, timely communications about customer needs, reduced customer churn, and a reduction in unnecessary inbound contacts.
Sales and marketing
Maximize the effectiveness of your sales and marketing campaigns.
Genesys delivers a range of telemarketing and automated outbound communications to engage with consumers while increasing efficiency, agent utilization, and conversions. We also offer the ability to expand marketing channels using advanced mobile techniques such as mobile landing pages and wallet. You can acquire, upsell, and win back customers; drive product usage; boost activations; and increase customer loyalty—all with one unified solution.
Payments and collections
Maximize payments collected by increasing contact rates and improving agent productivity.
Genesys Outbound enables sophisticated and compliant collections strategies that allow first-party collection organizations and third-party collection agencies to send payment reminders and recover debt more efficiently. The solution offers best-in-class dialing capabilities, patented predictive pacing, inbound/outbound call blending, and self-service compliance tools. Additionally, for first-party collections, Genesys provides cutting-edge cross-channel communications capabilities that let organizations leverage the mobile device to maximize contacts and provide self-service payment options via the voice, text, and mobile web channels.