Genesys Outbound Dialer (CE11) for Genesys Cloud

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This topic is part of the manual Genesys Cloud Use Cases for version Public of Genesys Use Cases.
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Improve customer communications and increase sales conversion using powerful dialer capabilities

What's the 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.

What's the 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.

Story and Business Context

A company must make outbound calls to initiate contact with its customers which are based on specific business rules for sales, marketing, care, or collections. This use case describes the ability to configure and run outbound dialing campaigns – both automated and agent-assisted – based on customer-provided contact lists.

Generating new business and up-selling existing customers is a critical part of any business. The challenges of Sales and marketing organizations include improving the efficiency of their team members increasing reach, contact rates, response rates, revenue, and complying with industry regulations.

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

Improved Effectiveness / Higher Return on Investment

  • Improved Return on Investment of outbound sales and marketing campaigns (for example telemarketing; upsell/cross-sell; customer win-back; loyalty/promotions)
  • 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. This drives 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. This results in more sales conversations and increases agent productivity
  • Companies are utilizing multiple channels

Happier Agents

  • Automated channels are used when appropriate to improve agent efficiency and satisfaction by removing low value calls and wasted time
  • Productive and highly utilized agents have more opportunities to close business and meet their sales quotas

Happier Legal Team

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

Use Case Benefits

Use Case Benefits Explanation
Improved Employee Occupancy Leverage agents/employees for outbound campaigns. Optimize the number of agent-handled calls by increasing the number of Right Party Contacts through predictive dialing.
Improved Net Promoter Score Improve NPS by proactively contacting customers and prospects with targeted, personalized offers and special promotions.
Increased Revenue Improve performance of outbound campaigns.
Reduced Volume of Interactions Send communications proactively through outbound channels. Drive inbound calls through the use of agent or automated messaging and/or CID.

Summary

The Genesys system supports both agent-assisted and automated outbound call campaigns in various dialing modes, including predictive, power, progressive, preview, and agentless. Companies tell Genesys which consumers they want to contact. Companies blend contact strategies and escalate outreach attempts from automated calls to agent-assisted. The system records delivery results for use in reports.

A 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 contact lists include the appropriate contact details, such as contact name, contact phone number, and contact reason. The system records delivery results for use in reports.

Sales and lead development reps are manually dialing customers and prospects for sales and marketing purposes, which are 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

(1)

Business Flow Description

  1. An admin (or Genesys PS) configures the campaign strategy and settings in Genesys Cloud.
  2. The admin loads the contact(s) in Genesys Cloud. This is done either manually via a .csv file or via the API.
  3. The campaign begins contacting consumers based on the campaign strategy set in Step 1. Before starting a call, Genesys Cloud checks each contact or record against the associated Do Not Call lists. Genesys looks at the callable time set or the time zone mapping (depending on the customer's preference), and any other custom rules the customer has designed. (BL1, BL2)
  4. The person constructing the campaign in Genesys Cloud configures the dialing mode as Preview, Progressive, Power, Predictive, or Agentless - see Outbound Dialing Flow for details
  5. For an outbound IVR, there are several possible results (BL1, BL2, DR1) - See Outbound IVR flow for details
  6. Based on the call result, Genesys Cloud may make additional attempts to reach the contact in the same channel. This is configured in the campaign settings in Step 1 of this use case. (DR1)

Business Flow

(2) Outbound IVR Flow

Business Flow Description For an outbound IVR, there are several possible results (BL1, BL2, DR1):

  • Bad number or no answer
    • The call disconnects.
    • Genesys Cloud automatically stores the call result.
  • Answering Machine
    • The call either disconnects, is sent to a queue to be handled by an agent, or a message is played (based on the chosen configuration in Step 1).
    • Genesys Cloud automatically stores the call result.
  • Live party connect
    • The call plays the outbound IVR message.
    • The contact can opt out of future calls. To do this, include the IVR option, “Press 9 to opt out of future calls.”
    • (Optional) The customer's admin can offer the option to connect to a live agent (based on the chosen configuration.) To do this, include the IVR option, “Press 2 to connect to a live agent” and then route calls to a phone number provided by the company.
    • If the contact does not choose to connect to a live agent, the call disconnects.
    • Genesys Cloud automatically stores the call result.

Business Flow

(3) Outbound Dialing Flow

Business Flow Description The person constructing the campaign in Genesys Cloud configures the dialing mode as Preview, Progressive, Power, Predictive, or Agentless:

  • In Preview mode, the agent receives or retrieves a record and initiates the call. An optional timer automatically launches the call for the agent.
  • In Progressive mode, Genesys Cloud automatically places the call-based agent availability for the specific campaign. Call analysis ensures connections (human or machine answers).
  • In Power mode, Genesys Cloud automatically places calls in parallel based on a pacing algorithm that determines when an agent is available.
  • In Predictive mode, Genesys Cloud automatically places the call based on the pacing algorithm and expected agent availability.
  • In Agentless mode, Genesys Cloud automatically places calls based on the number of lines specified in the campaign settings. Depending on whether a machine or live person answers the call, the call can either be transferred to an outbound flow (IVR) or disconnected.
  • For each call attempt, there are several possible results:
    • Bad number or no answer:
      • In Preview mode, the agent hangs up and chooses a wrap-up code that Genesys Cloud stores with the call record.
      • In Progressive, Power, Predictive, or Agentless modes, the call disconnects and Genesys Cloud automatically stores the call result.
    • Answering machine:
      • In Preview mode, the agent can optionally leave a message. Based on the wrap-up code chosen by the agent, Genesys Cloud could try the call again later. Genesys Cloud automatically stores the call result.
      • In Progressive, Power, Predictive, or Agentless modes, the call can be disconnected, sent to an agent's queue, or sent to the outbound Architect flow (IVR) to hear a message (based on the chosen configuration in Step 1). Genesys Cloud automatically stores the call result.
    • Live party connect:
      • The call plays the outbound IVR message.
      • The contact can opt out of future calls. To do this, include the IVR option, “Press 9 to opt out of future calls.”
      • (Optional) The customer's admin can offer the option to connect to a live agent (based on the chosen configuration.) To do this, include the IVR option, “Press 2 to connect to a live agent” and then route calls to a phone number provided by the company.
      • If the contact does not choose to connect to a live agent, the call disconnects.
      • Genesys Cloud automatically stores the call result.

Related Documentation



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.