Genesys Outbound Dialer (CE11) for Genesys Engage cloud

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This topic is part of the manual Genesys Engage cloud Use Cases for version Current of Genesys Use Cases.
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Improve customer communications and increase sales conversion using powerful dialer capabilities
    GenesysEngage-onpremises

Use Case Overview

Story and Business Context

A company needs to make outbound calls to initiate contact with its customers based on specific business rules for sales, marketing, care, or collections. This use case describes the ability to configure and execute outbound dialing campaigns – both automated and agent-assisted – based on customer-provided contact list(s).

Generating new business and upselling existing customers is a critical part of any business. Sales and marketing organizations are challenged with improving the efficiency of their team members; increasing reach, contact rates, response rates, and revenue; and complying with industry regulations.

Happier Agents

  • Predictive dialing is used when appropriate to improve agent efficiency and satisfaction by removing low value calls and wasted time.
  • Productive and highly utilized agents will have more opportunities to serve customers, close business and meet their sales quotas.

Happier Legal Team

  • Compliance and business rules are accurately maintained to ensure enterprise-wide contact strategy adherence.

Improved Effectiveness / Higher Return on Investment

  • Improved Return on Investment of outbound sales and marketing campaigns (e.g. telemarketing; upsell/cross-sell; customer win-back; loyalty/promotions) and outbound campaigns.
  • Leads are routed to sales agents within seconds (not minutes, hours or days) since "speed to lead" follow up is crucial in many sales environments, which will drive lead contact rates and conversion rates while decreasing call abandonment rates.
  • Sales departments are using predictive, progressive, and/or preview dialing modes instead of making manual dials and outbound call volume is efficiently paced, which results in more sales conversations and increases agent productivity.

Use Case Benefits*

Use Case Benefits Explanation
Improved Employee Occupancy Improved agent/employee occupancy by leveraging them for outbound campaigns. Increasing the number of right parties connected through predictive dialing, optimizing the number of agent-handled calls.
Improved Net Promoter Score Improved customer experience by proactively contacting customers and prospects with targeted or personalized offers and special promotions
Increased Revenue Increased revenue by improving performance of outbound campaigns
Reduced IT Operational Costs Reducing IT dependency and empowering Business User management of campaigns
Reduced Volume of Interactions Reduced volume of interactions by proactively sending communications through outbound channels
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

The Genesys system supports both agent-assisted and automated outbound calling campaigns using dialer and outbound IVR channels. Dialer calls can be made in predictive, progressive, preview (Push/Pull), Outbound IVR modes (Power/Fixed, Predictive, Progressive), or manual mode. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, contact phone number, and contact reason. Delivery results are recorded in the system to feed into reports.

Sales and lead development reps are manually dialing customers and prospects for sales and marketing purposes, which is expensive and wastes time. Companies are managing communication in silos and don't have an integrated, outbound dialing campaign. All companies must follow industry regulations and manage for compliance risk.


Use Case Definition

Business Flow

Business Flow

The following diagram shows the main flow of the use case:

Business Flow Description 1. The administrator or Genesys PS configures a campaign template, dialing profile, session profile, and settings in the Genesys system.

2. The organization prepares a contact list from a third-party system (such as a CRM), then uploads the list using batch upload, the user interface, or FTP list automation capabilities.

3. The Campaign Group begins contacting consumers based on the campaign template, dialing profile, and session profile from step 1, filtering out those contacts that meet the settings criteria defined in the dialing profile.

4a. For Dialer, see the Dialer flow below.

4b. For Outbound IVR, see the Outbound IVR flow below.

5. Call results are written back to the Genesys system and utilized to determine next actions.

6. Depending on the call result, additional contact attempts may be undertaken. If additional contact is required, the contact treatment configured in step 1 will continue at step 3. If no additional contact is required, the contact treatment ends and all records are updated in the system.

Business Flow

Outbound IVR

The following diagram shows the Outbound IVR subflow:

Business Flow Description For Outbound IVR, there are multiple resulting scenarios:

  • Bad Number or No Answer - the call disconnects and the result is written back to the system.
  • Answering Machine - the call either disconnects or plays a message (based on the chosen configuration in step 1) and the result is written back to the system.
  • Live Party connect - the call plays the Outbound IVR message.
    • The consumer has the option to opt out of future calls. This is typically done by including “Press 9 to opt out of future calls”.
    • Optionally, the Customer Admin may offer the option to connect to a live agent (based on the chosen configuration). This is typically done by including “Press 2 to connect to a live agent”. This can be achieved by routing to a phone number provided by the company.
    • The result is written back to the system.

Business Flow

Dialer

The following diagram shows the Dialer subflow:

Business Flow Description

  • For Dialer, the dialing mode will be configured as Preview, Progressive, or Predictive.
    • In Preview mode, the agent receives or retrieves a record and will initiate the call.
    • In Progressive mode, the system will automatically place the call based on an agent being available for the specific campaign.
    • In Predictive mode, the system will automatically place the call based on the pacing algorithm and expected agent availability.
  • For each call attempt, there are multiple resulting scenarios:
    • Bad Number or No Answer:
      • In Preview mode, the agent will hang up and the result is written back to the system.
      • In Progressive and Predictive modes, the call disconnects and the result is written back to the system.
    • Answering Machine:
      • In Preview mode, the agent will have the option to leave a message. Based on the disposition code, the call may be re-tried later. The result is written back to the system.
      • In Progressive and Predictive modes, the call will either disconnect or play a message (based on the chosen configuration in step 1) and the result is written back to the system.
    • Live Party connect - the agent will be connected to the consumer.
      • The consumer has the option to opt out. In cloud, the agent will record this in the agent desktop and it will be written to a suppression list or DNC list in the premise.
      • The consumer has the option to ask for a callback. The agent will record this in the agent desktop and the callback will be scheduled.
    • At the end of the call, the agent will record a disposition code and the result is written back to the system.

Business Flow

Preview

The following diagram shows the subflow when preview mode is used:

Business Flow Description Based on the result of the call, additional contact attempts may be undertaken, either:

  • in the same channel, or
  • in another channel (Cloud only)

This is configured in the campaign settings in step 1.

Business and Distribution Logic

Business Logic

Parameters and Business Rules

BL1:

Contact Records – Batch Upload

Contact records are batch uploaded, as configured by the customer administrator or Genesys PS based on the goals of the customer and the source of the contact. There is no limit to the number of contacts.

Channel Type – Dialer or Automated Outbound IVR

Customers can choose which channels to use in their campaigns: Dialer (agent-assisted) or Outbound IVR (automated). Channels are configured by the Customer Admin or Genesys PS prior to the list being uploaded. The Customer identifies the message content (or message template) for automated outbound calls.

Campaign Settings

The customer administrator or Genesys PS can configure various campaign settings: start/stop timing, frequency of contact per consumer, contact strategy, mobile filtering treatments, answering machine delivery options, connect to agent options, and assigned agent group.

Dialer Mode– Predictive, Progressive, Preview

Customers can choose to run dialer campaigns using Preview, Progressive, and/or Predictive modes, configured by the customer administrator or Genesys PS.

Answering Machine Detection

Genesys PS can tune aspects of the configuration such as listening for speech or tones, as well as the length of silence between phrases. Customers can choose whether to disconnect or to play a message when an answering machine is detected.

BL2

Personalization

For Outbound IVR, the message or script may contain personalized information from a third-party or customer database, to be provided by the customer along with the list. The audio file is also provided by the customer.


Distribution Logic

DR1

Outbound IVR - Connect to Agent Option

To enable transfer to an agent, option 1 requires the implementation of Genesys Call Routing (CE01) for Genesys Engage. Option 2 connects through the customer's non-Genesys contact center. Calls are routed to a phone number provided by the customer


Use Case Requirements

Customer Interface Requirements

N/A

Agent Desktop Requirements

  • Agent Desktop is Genesys Workspace Web Edition
  • The agent can add contacts to the system DNC list via his desktop
  • The agent can enter a disposition code for each call (such as Cross Sell, Need Follow Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell). Disposition codes are configured by thecustomer administrator or Genesys PS (included within the corresponding use cases).
  • Ability to schedule a call back to:
    • Personal call back
    • Campaign call back

Reporting

Real-time Reporting

Pulse, a Genesys Administrator Extension (GAX) plug-in application, offers personalized dashboards based on specific functional, geographical, or organizational needs. Includes predefined templates so you can:

  • Monitor key campaign performance objectives and goals though the Campaign Activity template.
  • Track campaign callback status through the Campaign Callback Status template.
  • Monitor the current state of a campaign using the Campaign Group Status and Campaign Group Activity templates.
  • Monitor agent efficiency using the Agent KPI template.

The sample Outbound Campaign dashboard below demonstrates usage of the Campaign Activity, Campaign Callback Status, and the Agent KPI templates. The implementation of dashboards is customized based on the deployment

Outbound.png

The Campaign Activity template monitors the number of contacts dialed with the technical outcome (abandoned, dropped, or answered) as you can see in the screenshots below. All outbound related KPIs can be found in this spreadsheet Pulse_85105_Cloud._v1xls.xls

Outbound 1.png
Outbound 2.png

CX Contact standard UI also provides real-time campaign metrics:

Image2018-6-7 15 13 57.png
Attempts
  • Done - The total number of contact attempts made.

Agents

  • Logged in - The number of agents currently logged in to the agent group.
  • Busy Factor - The percentage of the agents' logged in time that they are occupied on calls.

Current Hit Ratio

Hit Ratio is defined as the relation of successfully connected calls to all dialed calls (total attempts).

  • Success - The percentage of successful connections.

Abandoned

  • % - The percentage of abandoned calls.

Due to its continuous evolution, the features available in Cloud rapidly change. Please reach out to your local Cloud Team for the latest information.

Historical Reporting

CX Insights out-of-the-box reports:

  • Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
  • Dimension the out-of-the-box aggregate based GCXI reports with Routing Parameters including Attempt Disposition codes.
  • User-Defined Calling List fields can be mapped into the Contact Attempt subject area.
  • Evaluate resource performance with a variety of reports for Outbound Campaigns, Agents, and Detail facts.

There are 40+ reports available, including:Agent Activity, which enables the organization to measure and filter Info Mart data based on the interaction-related activities that are conducted by active agents.


  Agent Activity Description
Activity Examples for available KPIs:
  • Accepted
  • Conference Initiated
  • Consult Initiated
  • %Transfer Initiated
  • Engage Time
  • Handle Time
  • Hold
  • Invite
  • Offered
  • Rejected
  • Wrap
  • ...
Agent interaction level data.

Counts and duration measures are attributed to the reporting interval in which interactions are offered to the agent.

InteractionState & Reason Examples for available KPIs:
  • % Engage Time
  • % Hold Time
  • % Invite Time
  • % Wrap In Time
  • Accepted
  • Consult Received Accepted
  • Engage Time
  • Not Accepted
  • Not Ready In Time
  • Offered
  • ....
Agent interaction level data.

Measures are attributed to each reporting interval in which agents handle the interactions and durations are clipped at interval boundaries.

SummarizedState & Reason Examples for available KPIs:
  • % Busy Time
  • % Not Ready Reason Time
  • % Occupancy
  • % Ready Time
  • % Wrap Time
  • Active Time
  • Not Ready
  • Not Ready Reason Time
  • Wrap

Outbound Contact Server transactionsOutbound Contact, which enables the organization, measure, and filtering of data related to Genesys Outbound Contact Server transactions.

 

Outbound Contact, which enables the organization, measure, and filtering of data related to Genesys Outbound Contact Server transactions.

  Outbound Contact Description
Contact Attempt Available KPIs:
  • Campaign
  • Agent Group
  • Agent Name
  • Customer Segment
  • Service Type
  • Service Subtype
  • Business Result
  • Attempts
  • Accepted
  • Abandoned Waiting
  • All SIT
  • Answering Machine Detected
  • Busy
  • Canceled
  • CPD Dial
  • CPD Dial Time
  • Dial Made
  • Dropped
  • Personal Callback Scheduled
  • Personal Callback Missed
  • Personal Callback Completed
  • Fax Modem Detected
  • SIT Detected
  • ….
Contact Attempt aggregate level data.

Counts and duration measures based on the campaigns with which interactions are attributed to Outbound Contact interactions.

Agent Contact Available KPIs:
  • Campaign
  • Agent Group
  • Agent Name
  • Customer Segment
  • Service Type
  • Service Subtype
  • Business Result
  • Accepted
  • Engage Time
  • Hold Time
  • Wrap Time
  • Handle Time
  • Preview
  • Preview Time
  • ….
Agent Contact Attempt aggregate level data.

Counts and duration measures based on the campaigns with which interactions are attributed to Agents handling Outbound Contact interactions.

Assumptions

General Assumptions

  • Campaign Group are assumed to be single-mode only, no escalating between modes. Modes applicable to this use case are:
    • o Progressive/Predictive (Dialer)
    • o Push/Pull Preview (Dialer)
    • o Outbound IVR
  • Opt Out/In is assumed to be handled in the following way:
    1. For Outbound IVR calls, where the customer answers, there is an option to opt out of further calls. In some cases, this is required and applicable to local regulatory requirements, and is included as an option. The opt out adds the customer to the DNC list. This opt-out announcement is a recorded audio file.
    2. For Dialer calls, where the customer answers and there is no agent available, there is an option to opt out of further calls. In some cases, this is required and applicable to local regulatory requirements, and is included as an option. The opt out adds thecustomer to the DNC list.
    3. While handling an outbound interaction, agents can add a customer to the DNC list through agent desktop.
  • Workspace Web Edition is the agent desktop.
  • Pulse is used for real-time reporting.
  • Any real-time or historical reports beyond the standard reports listed in the document are considered additional work.
  • For this use case, the linking of subsequent inbound interactions to previous outbound interactions is not in scope.
  • Callbacks may be scheduled by the agent through Workspace Web Edition provided they are currently handling an outbound interaction. An agent cannot schedule a callback while handling an inbound interaction.
  • English-only user interface.

Customer Assumptions

  • Customer provides Genesys with the contact list from their own CRM, marketing, or collections database through a flat file.
  • Customer is responsible for recording and providing any required announcements and recordings.
  • Compliance is handled by the customer: the customer has acquired proper express consent opt-in from consumers to make Sales & Marketing calls and send automated messages, maintains an auditable list, and honors opt out requests. The contact lists that are loaded into Genesys contain only customers to whom calls can be made according to the corresponding local compliance rules.
  • The outbound solution can be configured based on the customer's understanding and direction of compliance with local outbound calling regulations to the location of delivered calls. The customer is responsible for compliance with laws and regulations with respect to outbound calling and automatic dialing. It is recommended that the customer's legal department confirm the organization is in full compliance with these regulations.
  • Suppression lists should include customers who have opted out of previous campaigns as well as a country-specific Do-Not-Contact list (if applicable). When a consumer opts out of a campaign, they should be added to a suppression list. Customers can also upload another suppression list or add an individual to an existing suppression list. These suppression lists can then be applied to future campaigns at the campaign level or at the overall account level. They can be optional or mandatory for each future campaign, as configured by the administrator.

Interdependencies

All required, alternate, and optional use cases are listed here, as well as any exceptions.

All of the following required: At least one of the following required: Optional Exceptions

    Inbound

      None None None

      Premise Assumptions

      Cloud Assumptions


      Related Documentation

      Document Version

      • v 2.1.1