CE11 - Titles and Canonical Info

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Important
This information is shared by CE11 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Outbound Dialer

Improve customer communications and increase sales conversion using powerful dialer capabilities

Customer Engagement

Outbound

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Dialing for sales outreach is a hard job that requires specialized skills. Low agent utilization due to sub-par dialers, manual dialing, lack of appropriate blending of inbound/outbound result in fewer sales conversions.

Platform Solution: Deliver coordinated outreach and create optimal engagements based on agent availability while reducing costs.  Improve the ROI of outbound sales campaigns by efficiently acquiring, up-selling, and winning back customers through automated and assisted calling campaigns by using a powerful dialer for voice calls and IVR for voice messaging.


Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Conversion Rates Conversion rates, cross-sells and up-sell rates will improve through the ability to automatically generate outbound calls and empowering agents with single searchable desktop application that shows customer context
Improved Employee Utilization Ensure that agents are utilized to the fullest extent — not idle, waiting for work.
Reduced Customer Churn Provide proactive engagements for customer renewals or cross-sell.

High Level Flow

High Level Flow Steps

  1. Engagement or campaign strategy defined for new customer contact or outbound sales campaign
  2. Strategy includes channels, pacing, escalation, time between contacts, and max contact attempts
  3. Contact list provided by organization
  4. Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied
  5. Company makes first offer/promotion/contact to customer
  6. Calls-to-action dependent on the channel used
  7. If no response, customer record included in next pass through contact list – Repeat multiple times

Data Sheet Image

CE11 - genesys outbound dialer - header.png

Canonical Sales Content

Personas

  • Head of Contact Center(s)
  • Head of Customer Experience
  • Head of Sales
  • Head of Sales Operations


Qualifying Questions

  1. What outbound channels are you currently using (e.g. dialer, email, text)?
  2. What is your monthly volume of Outbound interactions?
  3. How often do you reach out to customers/prospects?
  4. How many outbound agents do you have?
  5. What is the size of your sales rep organization and their utilization rate

Pain Points (Business Context)

  • Calls by agents are effective, but they are expensive and can lose effectiveness over time.
  • Low agent utilization due to subpar predictive dialling or an overreliance on manual dialling.
  • Unable to efficiently pace outbound volume resulting in agent idle-time or call abandonment inefficiencies.
  • Inability to prevent too many contact attempts to the same consumer or to meet compliance requirements such as excluding mobile numbers without opt-in.
  • Cannot proactively contact sales opportunities.

Desired State - How to Fix It

  • Optimally pace contact attempts while taking the expected impact on inbound/outbound interactions and agent availability into consideration
  • Self-service campaign management enables business users to create rules and maintain compliance
  • Contact opted in consumers (assumes company provides preferences as part of their contact lists)


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