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Engage proactively with outbound call centre software

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Make every customer interaction count

Create personalised connections

Deliver smarter outbound campaigns with personalised interactions on the customer’s channel of choice. Improve targeting; make timely, relevant connections; and maximise revenue.

Maximise your agents’ time

Connect agents to the right customer, the first time. Sophisticated algorithms boost agent utilisation. Agent scripting improves calls and campaign efficiency.

Avoid compliance errors

Ensure every outbound communication complies with local, national and international laws. Make it easy to protect your business and deliver the best customer experiences.

Engage with customers on their terms

Ob clean

Self-service campaigns

Increase the productivity and cost-effectiveness of your outreach strategies with artificial intelligence (AI)-powered outbound campaigns. Combine lower-cost channels with self-service bots for voice and digital to maximise efficiency.

Proactive notifications

Reach out proactively with timely, personalised notifications. Auto-notify customers about an upcoming appointment, recently shipped order or expiring membership through digital and voice channels.

Simplify compliance

Meet evolving regulatory requirements and business policies. Leverage user-friendly and role-based admin tools to quickly create, deploy, modify and audit outbound campaigns.

Simple design

Design outbound call centre campaigns that drive call centre impact and efficiency. Configure flows based on campaign targets, agent workloads or customer needs to improve outreach effectiveness.

Digital and voice campaigns

Reduce operation costs and deliver important, time-sensitive alerts via customers’ favorite channels. Choose the right channel for each type of communication.

Integrated analytics

Get detailed analytics on all your contact attempts across channels in a single performance view. With outbound and inbound calls in one report, you’ll get deeper insights.

Software-based verification

Improve contact rates by performing automatic pre-call checks against external systems. Industry-leading voice print technology accurately detects answer machines, fax signals and live people.

Advanced list management

Quickly plug in apps from the extensive AppFoundry® Marketplace for advanced list management capabilities that improve engagement and regulatory compliance.

Customise with open APIs

Simplify third-party integrations into your contact centre solutions with open, real-time APIs. Add pre-built apps and integrations, including CRM systems, to your contact centre without involving IT.

Mq ccaas 2023
Gartner logo

2023 Gartner® Magic Quadrant™ for Contact Centre as a Service

Genesys named a Leader
– and positioned highest in Execution

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How can I help you Beautiful call center workers in headphones are working at modern office
86%

of consumers across the globe believe a company is only as good as its customer service

Genesys, “The state of customer experience,” 2023

Execute successful outbound campaigns with optimised targeting

Running successful campaigns takes more than uploading numbers into outbound dialer software. Customers expect engagement in a timely, personalised and contextual way. With Genesys, you can intelligently leverage outbound campaigns to improve your business.

Proactively deliver relevant and timely information via the right channel at the right moment. Not only does this divert call volume, it also improves important business metrics. Manage campaigns from a single platform to improve revenue, customer loyalty and agent productivity.

Improve customer interactions with powerful outbound support

Customer communication preferences change all the time. And that makes outbound engagement even more critical. Ensure your message reaches existing and potential customers with agile outbound engagement software.

Reach customers on their preferred channels

Send specific communications using preferred channels. That could include sending appointment reminders via text or billing statements through email, or using any combination of channels and message types. Support your outbound strategy across automated, agentless, event-driven and agent-assisted outbound channels, including proactive digital campaigns.

Get outbound and inbound on one solution

Work with the customer experience (CX) solution you already love. With cloud-based Genesys software, adding outbound is easy. Get insights that span call centre solutions and combine inbound and outbound operations to improve customer support and agent experiences. Use this holistic view to choose the best option for customers — an agent, bot or self-service.

Personalise the entire customer lifecycle

Journey orchestration allows you to target outbound engagement that anticipates and meets customers’ needs. That boosts satisfaction, reduces inbound volume and improves business outcomes. Get a holistic view of the customer journey to pinpoint which campaigns are effective. Confidently deploy outbound engagement where it will make the biggest impact.

Simplify your compliance management

Comply with all applicable laws, regulations and standards using built-in compliance tools and audit reports. Safeguard your business across every outbound interaction. Genesys enables automated suppression and consent lists, mobile number identification, and safe contact window definitions. Distinguish between landline and mobile treatment strategies.

After implementing the Genesys Cloud™ platform, Kiwibank eliminated 2.9 million minutes of hold time, cut its platform costs in half and improved outbound productivity by 94%.

— Emma Noble-Beasley, General Manager Contact Centre, Kiwibank

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By adapting the preview dialer in Genesys Cloud, we eliminated the need to hang onto calls to leave messages. Now, the system automatically steps in right before the call goes to voicemail, releasing the advisor for the next call. This has been massive for us. We’ve achieved a 20% performance improvement with 10% less agents.

— Ryan Ervin, Senior Director, Customers for Life, TCC Round Room

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Genesys Cloud

Enhanced outbound orchestration

The Genesys Cloud platform puts customers at the centre of your outbound strategy. Engage customers using auto dialers, campaign management, proactive agentless notifications and more. Connect your inbound and outbound interactions using data and AI. Enhance routing and orchestration throughout the entire customer journey, building loyalty and accelerating business KPIs.

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See what else you can do with Genesys

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Deliver outbound customer service that improves outcomes

Rethink your outbound strategy

From previewing campaigns to predicting customer behaviors across preferred channels, our outbound call centre software solutions do it all. Discover how outbound capabilities let you proactively engage customers on their preferred channels. And give your call centre agents the tools they need to be more efficient and productive.

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About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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