CE13 - Titles and Canonical Info

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Important
This information is shared by CE13 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 Omnichannel Notifications

Use multiple channels to notify customers

Customer Engagement

Outbound

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Providing proactive service updates or reaching a prospect at the right time with a personalized message using a customer’s preferred channel such as SMS, email, or voice can be a difficult business objective to achieve. Relying on manually sent notifications is inefficient and error-prone, and doesn't provide the tools necessary to stay within industry regulations and compliance standards.

Platform Solution: Genesys Omnichannel Notification empowers customers to personalize the information they receive — and define when, where, and how they receive it. As a result, customer satisfaction and loyalty increase because the customer stays informed, while operational costs go down as low-value inbound interactions decrease. Companies are able to develop multi-wave campaigns that use calls, voice messages, emails, and text messages.

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 Employee Utilization An omnichannel outbound engine improves the number of productive contacts per agent (occupancy) and reduces cost expenditure from under-utilized outbound resources.
Increased Revenue Close rates, cross-sells and up-sell rates will improve by generating outbound contact through voice, SMS or email and empowering agents with single searchable desktop application that shows customer context across all channels
Reduced Volume of Interactions Contacting customers proactively via SMS, Email or voice message will reduce the volume of inbound interactions handled by agents

High Level Flow

High Level Flow Steps

  1. Campaign strategy defined for new automated outbound campaign...
  2. Including 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 sends first communication 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

CE13 - genesys omnichannel notification - header (12) - Copy.png

Canonical Sales Content

Personas

  • Chief Digital Officer
  • Head of Collections
  • Head of Contact Center(s)
  • Head of Customer Experience
  • Head of Customer Service


Qualifying Questions

  1. How effective are the channels you are using?
  2. What is your monthly volume of interactions?
  3. What is the size of your sales rep organization and their utilization rate?
  4. How many consumers are in your contact list? How frequently do you contact them?

Pain Points (Business Context)

  • Managing outbound tools/channels within organizational silos and not as an integrated multi-channel strategy
  • Difficulty meeting compliance requirements such as limiting outreach to allowable contact windows or excluding mobile numbers without opt in
  • Unable to efficiently pace outbound volume resulting in idle-time or call abandonment inefficiencies
  • Can’t engage customers over their preferred channels.

Desired State - How to Fix It

  • Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions. Coordinate outreach using multiple channels to improve contact rates and sales conversions.
  • Customers can escalate from self-service to an agent. Self-service campaign management enables business users to create rules and maintain compliance.
  • Contact opted in consumers in accordance to their channel preferences (if company provides preferences as part of their contact lists). Enable customer to request follow-up callback, text, or email.



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