CE39 - Titles and Canonical Info

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Important
This information is shared by CE39 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 with outbound calling

Customer Engagement

Outbound

No draft

Not published


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, or lack of cross-channel outreach resulting in fewer sales conversions.

Platform Solution: Genesys Outbound Dialer delivers coordinated outreach across multiple channels, both automated and agent assisted, and creates optimal engagements based on agent agent availability.

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 Ensure that agents are utilized to the fullest extend — not idle, waiting for work.
Increased Revenue mprove the ROI of sales campaigns by more efficiently acquiring & upselling customers
Reduced Customer Churn Provide proactive engagements for customer renewals or cross-sell.

High Level Flow

High Level Flow Steps

  1. Engagement strategy defined for new customer contact 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 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 (2).png

Canonical Sales Content

Personas

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


Qualifying Questions

1. CHANNELS: What outbound channels are you using - dialer, outbound IVR, email, text messaging?​ Note: this use case support voice only​


2. VOLUME: How many consumers are in your contact list? How frequently do you contact them? Anticipated monthly volume?​


3. AGENTS: How many outbound agents do you have? What is your agent utilization rate?​


4. COMPLIANCE: What requirements do you need to comply with?​

Pain Points (Business Context)

Desired State - How to Fix It


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