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[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Outbound" image="4165" filecta_label="Download a PDF" filecta="174512" img_alt_text="Genesys Outbound"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Optimise campaign results"] Increase contact and response rates Decrease avoidable inbound contacts Drive high-value inbound calls [/sg_item][sg_item title="Maximise agent productivity"] Increase agent talk-time with patented call pacing Filter out voice mails, busy signals, and unanswered calls Blend inbound and outbound calls to single agent group [/sg_item][sg_item title="Simplify compliance"] Self-service rules builder Integrated Do-Not-Call lists and custom suppression lists Customer opt-in program [/sg_item][sg_item title="Improve the customer experience"] Deliver timely, relevant, and personalised messages Communicate over preferred channels Proactively solve issues and set customer expectations [/sg_item][/section_grid][section_content][gsc_item format="content-a4"] Reach out to your customers In today’s market, no company can afford to wait for customers to call in to get the information they need. Relying on active inbound communications isn’t enough. Forward-looking companies are embracing proactive customer communication. By anticipating customers’ needs and keeping them informed along their customer journeys, companies are increasing revenue, reducing costs, and improving satisfaction. According to Forrester Consulting, 40% of companies are seeing higher customer satisfaction as a result of using proactive customer communication. Outbound is a key element of omnichannel engagement Being able to seamlessly blend interactions, pass context across all channels, and cater to today’s mobile consumer frees your contact centre 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 centre. 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 organisation. No matter your industry, you’ll benefit from proactive customer communication. Frost & Sullivan offer these industry-specific examples. All can be implemented using Genesys Outbound. Critical components of an outbound solution The components of a comprehensive outbound strategy include: Leveraging automated and agent-assisted outbound channels Coordinating outbound communications across channels Creating contact strategies with easy-to-use list and campaign management tools Simplifying compliance with dynamic self-service rules builder Capturing and maintaining customer preferences with an opt-in program Improving campaign and agent performance with integrated analytics [/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain" nospace="nomargin"][omnitable_row headerrow="header-row"][omnitable_col] Financial Services [/omnitable_col][omnitable_col] Telecom [/omnitable_col][omnitable_col] Healthcare [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] New customer engagement Replenish prepaid card Telemarketing Payment Reminders Card Fraud alerts [/omnitable_col][omnitable_col] Payment reminders Going over plan alerts Upgrade eligibility Customer win back Customer surveys [/omnitable_col][omnitable_col] Appointment confirmations Payment reminders Wellness Updates Refill prescriptions Claim status updates [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Retail [/omnitable_col][omnitable_col] Insurance [/omnitable_col][omnitable_col] Utilities [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Sales alerts Order confirmations Product Recalls Loyalty program activity Customer surveys [/omnitable_col][omnitable_col] Quote follow-up Telemarketing Payment Reminders Claims status updates Renewal notice [/omnitable_col][omnitable_col] Service call confirmation Cross-sell new services Planned downtime Outage status Payment reminders [/omnitable_col][/omnitable_row][/omnitable][section_content][gsc_item format="content-a4"] Leverage multiple outbound channels With Genesys, you gain the advantage of the deepest breadth of natively integrated outbound channels through a single platform for both agent-assisted and automated communications, including: Voice: Outbound IVR and automated alert messaging Dialler: Agent calling by predictive, preview, progressive, and manual dialling Text: Interactive and one-way SMS and MMS text messaging Email: Personalised and dynamic content Web: Dynamic landing pages to support outbound campaigns Wallet: Displays coupons, passes, and loyalty cards on a mobile device Coordinate outbound communications across channels You can coordinate multiple communications channels as part of an integrated omnichannel engagement strategy. This improves campaign reach and performance, as well as the customer experience, by contacting individuals at the right time, with the right message, through their preferred channels. Escalate Outreach: Initiate outreach in one channel and then expand to another channel if no response is received Blend Interactions: Leverage more than one channel as part of a single customer dialog, including strategies such as scheduling a service call by phone, then sending a text based reminder one day before the scheduled appointment Easy-to-use list and campaign management tools You can create, monitor, and tune integrated multi-channel 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 Determine landline versus mobile treatments Manage outbound pacing Monitor campaign progress, health, and results Leverage automated and agent-assisted outbound channels Genesys Outbound is a holistic solution that offers both automated and agent-assisted outbound communication channels to optimise campaign results and improve customer satisfaction. Automate notifications to lower costs and improve the customer experience Sending automated communications enables you to become proactive customer advocates without tying up costly agents. Your organisation can handle many mission-critical business processes efficiently through automated communications, resulting in cost savings to the organisation and convenience to customers. Think fraud alerts, order confirmations, outage notifications, appointment reminders, bill payments, retail promotions, customer surveys, and more. Genesys Outbound helps you send timely and personalised alerts, notifications, confirmations, reminders, and surveys to customers over their preferred channels. When you can manage customer expectations, resolve issues, and keep them informed, you can preempt inbound contacts, increase customer satisfaction, reduce churn, and drive incremental revenue opportunities. Achieve additional efficiencies by enabling customers to complete transactions through automated payment options. If the customer wishes to speak with an agent at any point during a self-service interaction, Genesys offers a path to escalate to an agent.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Features"][sg_item] On-premises, cloud, and hybrid deployment options Integrated inbound/outbound or standalone outbound solution Predictive, preview, and progressive dialling Outbound IVR, alert messaging, SMS/MMS text, web, and email Self-service list and campaign management Self-service compliance controls and rules engine Cross-channel escalation and blending strategies Multiple list upload options with list segmentation tools Customer opt-in program Integrated Do-Not-Call lists Custom suppression lists by account, campaign, or device Distinguishes between landline, mobile, and VOIP numbers [/sg_item][sg_item] Wireless carrier deactivation list scrubbing Pre-dial filtering for duplicates and invalid numbers Control contacts by date, time, location, frequency, and channel Patented pacing algorithms Call progress detection Supports blended agents Customised disposition codes Scheduled callback option Global connectivity Historical and on-demand reporting Desktop integrations to CRM including Saleforce.com Platform integrations via API or CTI Connect Payment processor integrations [/sg_item][/section_grid][section_content background_clr="bgc-white"][gsc_item] Maximising 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 maximises agent utilisation and reduces call abandonments, enabling you to efficiently connect live contacts with contact centre agents to improve campaign results. The Genesys outbound dialler offers multiple dialling modes to accommodate a variety of calling strategies and situations, including: Predictive dialling: Paces calls automatically to match anticipated agent availability Progressive dialling: Dials phone numbers only when an agent is available Preview dialling: Presents customer information to an agent before they initiate the call Manual dialling: Allows contact centre 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 centres still relying on manual dialling, this delivers huge productivity gains by freeing agents from dialling calls manually and connecting them with consumers automatically, using agent time more effectively and increasing revenue. To further improve contact centre 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 utilisation, reduce overall call wait times, and smooth overall call volume. Your contact centre 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 customise 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 organisations 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 maximise 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 visualise 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 realise 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 flavours 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 Maximise 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 utilisation, 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 Maximise payments collected by increasing contact rates and improving agent productivity. Genesys Outbound enables sophisticated and compliant collections strategies that allow first-party collection organisations and third-party collection agencies to send payment reminders and recover debt more efficiently. The solution offers best-in-class dialling 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 organisations leverage the mobile device to maximise contacts and provide self-service payment options via the voice, text, and mobile web channels.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="174512"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="The Microsoft and Genesys Alliance" sub_title="Power the world’s best customer experience with Genesys, Office 365 and Skype for Business" image="4031" filecta_label="Download a PDF" filecta="4032" img_alt_text="The Microsoft and Genesys alliance"][/section_header][section_grid background_clr="bgc-lgray" title="Key benefits"][sg_item] Unify customer journeys across Skype for Business channels and all other digital channels Increase first contact resolution through collaboration with subject matter experts throughout the organisation Decrease handle time with quick and easy access to IM, voice, video and screen share [/sg_item][sg_item] Deliver great customer experiences with a fully integrated suite of contact centre solutions. Simplified administration and installation with native UCMA API-based integration Improved operational flexibility in on-premise, hybrid, or cloud deployment models [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Our strategic partnership Genesys, the market leader in omnichannel customer experience and a Microsoft Gold Certified Partner, joins with Microsoft to integrate the Genesys Customer Experience Platform with Office 365 and Skype for Business. A deep strategic alliance at technology and corporate level foster ongoing collaboration within the development, marketing, and sales teams. This partnership enables our customers to leverage Genesys customer engagement while natively powering their enterprise communications capabilities through Skype for Business. Our joint vision embraces the market trends of digitalisation, collaboration, mobility and cloud, both in customer service and enterprise communications. Genesys multimedia connector for Skype for Business Native integration with Skype for Business enables companies to seamlessly unify enterprise communications and omnichannel customer service—creating a collaborative contact centre. Enrich the customer experience with ubiquitous access to all Skype for Business channels (including instant message, voice and video) along with other digital channels such as email, social and web. Unified customer journeys and analytics across all channels allows businesses to better anticipate customer needs thus providing a truly effortless customer experience. Agents can quickly identify and access available experts throughout your business—whether in the contact centre, branch offices, mobile workers, or knowledge workers—and collaborate with these experts to address difficult customer inquiries. When needed, agents can establish a three-way collaboration between the customer and expert to drive immediate resolution. An integrated omnichannel desktop means agents can easily engage across all touch points throughout the customer journey. IT teams can consolidate infrastructure, retiring legacy PBXs and ACDs to reduce costs and overhead. Native integration eliminates the complexity and is considerably easier to install, administer, and support, resulting in lower cost of ownership. The Genesys and Microsoft integrated solution scales from small to large, with the ability to deliver personalised customer journeys anywhere in the world. Proof points CX industry expert Don Van Doren, president of Vanguard Communications, says “Leveraging the core UCMA capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-added collaboration and customer engagement for companies of all sizes. Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.” Companies across the globe are finding value in the Genesys-Microsoft integration At Japan Tobacco International (JTI), the world’s largest tobacco product manufacturer, the Genesys-Skype for Business integration is used by three global IT help desks to support 27,000 employees across the globe. The Genesys-Skype for Business integration enables JTI to create an enterprise-wide virtual contact centre and gives agents an end-to-end view of all interactions. Luc Greefs, Director of Shared Technology at Cegeka, an information technology company with 3,200 employees, says “Integrating Genesys Business Edition with Skype for Business gives us the advantage of a dynamic and flexible communications platform through which we’ve improved collaboration while moving to a software-based system to easily assimilate acquired companies’ systems.” Proof points As there is no one-size-fits-all solution for contact centre architecture, customers can choose from an assortment of deployment models including premise, partner-hosted, and hybrid cloud. The supported deployment options are: On-premise deployment of the Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server. Partner hosted: an on-premise deployment in a private cloud provided by hosting companies. Voice-only cloud deployment: the Genesys Customer Experience Platform is deployed in the cloud, along with Microsoft Office 365/Skype for Business Online. Contact centre agents and office workers use Office 365. Hybrid deployment: The Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server will be deployed on-premise. Agents and Information Workers/Office Workers are deployed in Office 365. [/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4032"]