Easy execution for outbound strategy

Contact centers are trending toward targeted and personalized contact with their customers and prospects, such as appointment reminders, service updates and discount notifications. Yet, many outbound dialers in use today were designed for a single purpose: Place as many calls as possible for the lowest cost. These outdated systems are can't keep pace with ever-changing compliance requirements, budget mandates and customer expectations.

Today’s next-generation dialers are highly sophisticated, rules-driven systems embraced by organizations as a critical component to their customer experience strategy.  Because blended agents are over 14% more efficient (Dimension Data, “2017 Global Contact Centre Benchmarking Report”), these systems also benefit by being fully integrated in an omnichannel environment. Can your dialer keep up?

Automated cloud dialing that’s feature-rich, fully integrated and amazingly simple

Outbound telephony endures

Still the most adopted channel for outbound proactive contact, with 67.8% of complaints, 59.6% of service updates, 41.1% of sales and marketing, and 30.8% of collection contacts handled by outbound calling.

Automation in demand

The adoption of automated outbound solutions continues to grow with over 70% of businesses now either having or intending to get a dialer.

Outbound strategy trend

Organizations are increasingly leveraging quiet times to initiate proactive outbound calling as an integral customer experience (CX) strategy.

An integrated outbound dialing solution built for the cloud

PureCloud by Genesys offers built-in automated outbound dialing that provides the features, power, scale, and flexibility required to optimize your campaigns, keep agents productive, costs low, and contact rates high.

PureCloud Outbound Campaigns

Deploy quickly

PureCloud is 100% cloud-based, so you can deploy quickly. There’s no need for hardware and nothing to install. Agents only need a web browser and a phone or headset to participate in outbound campaigns.

Expand easily

Adjust to demand spike by adding agents, no matter where they are. Add PureCloud Voice services and enjoy unlimited trunking capacity, local presence dialing and rock-solid reliability.

Increase reliability

A single failure can take down other dialing software, but the PureCloud microservices architecture simply pulls in more help, ensuring failures stay contained and demand can be met.

Dialing modes for every need

Dialing needs vary depending on the type of campaign and legal regulations. Dial at your own pace using one of five outbound dialing modes.

Preview

Presents information about the contact to the agent before dialing. The agent reviews the customer record before deciding whether to call or skip to the next record.

Progressive

Reduces the risk of call abandonment by dialing one contact for each available agent.

Power

Waits until an agent is available before placing calls. The system adjusts the number of simultaneous calls placed by analyzing previous calling attempts.

Predictive

Predicts agent availability and place calls based on internal statistics. The application predicts the number of calls that it must make in order to provide each agent with a connected party at the moment the agent becomes available. Predictive mode is similar to Power mode, except that the system tries to predict when an agent will be idle. It places parallel calls before that, so that by the time a customer answers the call, an agent is just becoming available.

Agentless

Doesn’t use agents or scripts. This dialing mode automatically responds to live contacts or answering machines as directed by campaign settings. For example, a campaign could hang up on answering machines but play a recorded message to live contacts.

Accurate call analysis

Reduce agent idle time by filtering out unwanted calls such as busy signals, answering machines, fax machines, unanswered calls, and disconnected numbers. Employees spend their time connecting to customers instead of waiting for the beep.

Inbound/outbound blending

Seamlessly move agents from outbound campaigns to inbound queues, or vice versa, as demand or strategy dictates. Agents use the same PureCloud user interface to manage all calls, making the transition effortless.

Dynamic agent scripts

Help agents control the conversation and adhere to compliance standards with scripts built right into their core contact center application. PureCloud offers a simple, intuitive script builder that makes it easy for non-technical users to quickly compose and modify powerful real-time guides for agents—no coding required.

Powerful campaign management

Effective outbound dialing campaigns require highly specialized capabilities. An entry-level outbound dialer quickly reaches its limits. Campaigns tell the system who to contact, when’s the best time and by what method. Get sophisticated campaign management features that allow you to handle any outbound campaign with ease.

Lists

Manage do-not-call and contact lists. Upload customer or prospect numbers to dial. Upload numbers never to dial.

Dialing mode

Choose the best method to place outbound calls. PureCloud offers five dialing modes: predictive, power, progressive, preview and agentless.

Script

Assign agent scripts to a campaign. They’re seamlessly displayed to the right agents at the right time.

Callable time sets

Manage when calls are placed by specifying when dialing can occur for particular time zones.

Call analysis responses

Detect whether a live person or an answering machine answers a call. Tell the system what action to take for each type of call analysis result.

Rule sets

Define different sets of rules that affect campaign execution or call processing. Rules evaluate conditions to determine whether to carry out actions, like recycling a campaign contact list or setting a caller ID number and name before dialing.

Wrap-up code mappings

Flag a single number or an entire contact as uncallable, based on the wrap-up code assigned to an interaction.

Campaign dashboard

Monitor outbound activity in real time. The campaigns dashboard is a live view of all campaigns in an active state. Observe the number of idle agents, how abandon rates compare to target rates, the number of calls blocked by do-not-call lists, and other key metrics.

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Robust functionality to support customer needs

Security and compliance built in

Layers of Security

PureCloud is built on Amazon Web Services, with tight controls added on top. All of your data and requests are encrypted, and organization data is separated by rigorous authentication. You can choose our single sign-on solution or one of the industry standard SSO systems.

Compliance with Legal and Regulatory Requirements

PureCloud meets rigorous compliance and regulatory requirements such as the U.S. Health Insurance Portability and Accountability Act (HIPAA) and Statement on Standards for Attestation Engagements (SSAE) 16/ISAE 3402 SOC 2 Type II.

The PureCloud platform achieved a PCI DSS assessment as a Level 1 Service Provider using version 3.2 of the PCI DSS standard.

Protect your business by providing tightly scripted content when it’s absolutely necessary.

Outbound campaigns (dialer)

Execute dial modes and campaign tactics that keep agents productive, costs low and contact rates high. Inbound and outbound blending is supported, ensuring you have coverage across queues.

Dialing needs vary depending on campaign type and legal regulations. Dial at your own pace using one of five outbound dialing modes.

Preview – Presents information about the contact to the agent before dialing, informing whether to call or skip to the next record.

Progressive – Reduces the risk of call abandonment by dialing one contact for each available agent.

Power – Waits until an agent is available before placing calls. The system adjusts the number of simultaneous calls placed by analyzing previous calling attempts.

Predictive – Predicts agent availability and places calls based on internal statistics.

Agentless – Automatically responds to live contacts or answering machines as directed by campaign settings.

CRM integrations

Are you running Salesforce, Zendesk, Oracle, or some other customer relationship management (CRM) system?

Great! We can integrate with all of those and more—by adding PureCloud interactions within the CRM app or by bringing CRM data into useful places in PureCloud, or both.

Integrate with your CRM and other IT systems quickly and easily with our cloud-based configuration tool. Keep systems in sync with bi-directional data flow. All with a few clicks—no SQL queries required.

Speech-enabled IVR

Voice recognition is everywhere today. Whether it’s Siri or Alexa, voice recognition has come a long way and is now considered mainstream.

PureCloud comes with a built-in Interactive Voice Response (IVR) that includes a simple drag-and-drop editor for setting up menus, out-of-the-box keywords, and robust multilingual support!

No third-party licensing. Full language access. And you can keep using the telephone touch keys (DTMF) if that’s what you prefer.

Omnichannel routing

The promise of omnichannel is that your customer can connect with you on any channel and your system will recognize that customer, and route them to the best agent or support tech based on:

  •  Previous interaction history
  •  Purchases
  •  Skill-based routing
  •  Availability, and more

Then to better understand and manage the omnichannel experience, PureCloud offers interactive dashboards and reports for a unified view of omnichannel customer engagement.

WebRTC softphone

Simplify your systems. With PureCloud Softphone you can use your browser as a phone. Our industry-leading softphone is built with WebRTC (Web Real-Time Communications) technology, which manages the connections and data needed to make IP-based phone calls and video calls. Dump the telephony hardware. Simply plug in your headset and go!

Social channel management

PureCloud connects directly to social sites so you can monitor and respond to social media hubs in the powerful PureCloud agent interface. The initial release covers streaming of publicly available tweets from Twitter and will quickly expand to include many other social hubs including Facebook. You can configure search filters and queue routing through an easy admin form, and edit them any time.

Maximize efficiency today by allowing your agents to receive and respond to social expressions from your customers!

Screen share and co-browse

Finally, an easy way for customers to answer “what’s on your screen?” Using screen share or co-browse allows customers to show and tell with agents—so agents can quickly grasp the issue and actively guide the customer to a solution. Both technologies help your customers share what they’re looking at but there are subtle and important differences.

Screen share

Allows your customers to share their entire screen. If your customers need to share non-web browser content then screen share is your best choice. Configuration flexibility also supports embedding directly in your proprietary desktop application..

Co-browse

Allows your customers to share web pages. Simply add the lightweight PureCloud JavaScript library to the web pages you want to make shareable. It works for all modern browsers. Because co-browse transfers underlying textual data, it can filter out sensitive information before it even leaves your customer’s computers. Agents are empowered with on-screen tools like click annotations, and can even optionally “take control” of the web page. All this with less bandwidth and greater speed than a screen share.

Escalate an interaction with either tool and watch first call resolution climb!

Dynamic views

With dynamic performance views you can deliver consistent customer outcomes by quickly understanding and managing performance in real time.

Dynamic views allow you to see:

  •  Who is on hold in the queue
  •  Current interactions in progress
  •  Full details on agent status and availability
  •  Real-time service levels across channels

You can also

  •  Set alerts to notify you if service levels drop below thresholds
  •  Drill down into the detailed statistics for each agent
  •  Customize your dashboard views and get the information you care about most at a glance

Dashboards and reports

The Heart of the Contact Center

PureCloud provides real-time and historical data in interactive, dynamic views making it easy to keep tabs on the pulse of the contact center.

With a single dashboard, supervisors can access information on current state, as well as historical metrics across all media types. Need voice, chat and email KPIs and metrics all in one view? No problem! The supervisor dashboard is the "control center" of the contact center, giving supervisors the information they need to operate efficiently.

Omnichannel Reports

PureCloud includes both pre-built and customizable reports that offer a consolidated view across channels. Reports are accessible from within the supervisor dashboard making it easy to see the current state of operations along with historical metrics. Reports can be exported and are available in a variety of formats.

Graphical script editor

Consistency is vital in how you speak with customers. But long, tedious scripts can irritate customers causing agents to avoid using them. We’ve created a tool for writing scripts that uses keyword detection and customer identity to streamline conversations—and it works the same way with any channel, making it simple for your support team to find the right answers.

You get a simple intuitive script builder that makes it easy for non-technical users to quickly compose and modify powerful real-time guides for agents. No more complexity. Just point, click, drag and drop. No coding required. And what you see is exactly what agents will see. It’s that easy!

Workforce optimization

Boost the performance of your workforce and operate more efficiently. Workforce Optimization capabilities are built right in. You don’t need a separate system for quality assurance, or forecasting and scheduling.

Capabilities include multichannel recording, quality management, workforce management, performance monitoring and more.

Customer Journeys

Context shifting between applications introduces error and wastes time. With PureCloud External Contacts, your corporate address book is seamlessly accessible in an all-in-one contact center solution. Use this native contact management system to add context to communications with prospects, customers, and organizations.

  •  Quickly import your contact list via a CSV upload or dynamic Salesforce integration
  •  Find your External Contacts throughout the app—whether you're searching to initiate a call on behalf of queue, add to a conference call, or transfer an existing ACD call.
  •  Represent connections between the people at your company and the organizations in your External Contacts. Tie in account managers, support leads, or any other key players.
  •  Get omnichannel interaction history and native screen pop with key customer information—so your agents have all the context they need before the interaction even begins.