Genesys Outbound Dialer (CE11) for PureConnect

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This topic is part of the manual PureConnect 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 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 up-selling 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. 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. 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 Automating dialing eliminates time spent on dialing and on unanswered calls to improve employee utilization. Enabling blending of inbound and outbound calls also improves employee utilization.
Improved Right Party Contacts Automated handling of voicemail and unanswered calls improves right party contacts.
Increased Revenue Automated and agent-assisted dialing enables efficient targeting of large numbers of prospects to increase revenue.

Summary

The Genesys system supports both agent-assisted and automated outbound calling campaigns using dialer and outbound IVR channels. Companies can blend contact strategies and escalate outreach attempts from automated to agent-assisted calls. Dialer calls can be made in predictive, progressive, preview, 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

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

Business Flow Description

  1. An admin or Genesys Professional Services configures the campaign strategy and settings in the Genesys system.
  2. The organization either prepares a contact list from a third-party system (such as CRM or collections) or configures their system to use a Genesys PureConnect API to insert contact records. The organization defines the schema for each list.
  3. The campaign begins contacting consumers based on the campaign strategy set in step 1. The Genesys system checks each contact/record against the configured Do Not Call list to filter out consumers who should not be contacted. Each call result is recorded. See Cloud or On Premises and On Premises Only options below.
  4. The organization uses the real-time monitoring tools or historical reports to evaluate campaign success.

Cloud or On Premises Options from item# 3

  • Manual upload of file with Contact List Import Wizard
  • Use API to insert records in real-time or batches

On Premises Only

  • Organization manages the contact list database directly, inserting records using SQL (Oracle of MSSQL)

Business Flow

The following diagram shows the Agentless calling mode flow:

Business Flow Description For Agentless campaigns, there are multiple resulting scenarios:

  1. An outbound call is dialed automatically.
  2. Call Analysis Detection determines which path to take:
    • Live Party - the call either disconnects, plays a recorded message, or uses IVR tools to create a call flow to produce a tailored message, which may include:
      • Text-to-speech playback of contact data from list
      • Decision trees based on contact data to personalize the message
      • The option to opt out of future calls. This is typically done by including “Press 9 to opt out of future calls”
      • The option to connect to a live agent
      • Speech analysis to interpret consumer words instead of using touch-tone buttons, as available
      • Any other IVR-related feature, such as transferring to self-service
    • Answering Machine - the call either disconnects, plays a recorded message, or uses IVR tools to create a call flow to produce a tailored message, which may include:
      • Text-to-speech playback of contact data from list
      • Decision trees based on contact data to personalize the message
    • Other call results, such as No Answer or Bad Number, disconnects the call
  3. In each case, the call is disconnected and the result is written back to the system.

Business Flow

The following diagram shows the Power and Predictive calling mode flow:

Business Flow Description

  1. In Power mode, the system automatically places some number of calls based on the pacing algorithm and when the agent becomes available for the specific campaign. In Predictive mode, the system automatically places some number of calls based on the pacing algorithm and expected agent availability for the specific campaign.
  2. For each call attempt, the following are the Outbound Scenarios:
    • Live Party connect - the agent is connected to the contact.
    • Other Call Outbound, that is, 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)
  3. At the end of the call, the agent selects a result code, or the system automatically assigns a result code if not handled by an agent. The following are some of the optional agent dispositions that may be configurable:
    • The contact has the option to ask for a callback. The agent selects a date and time for the campaign to place another call to that contact.
    • The contact may choose to opt out of future calls. That contact is added to a Do Not Call list for future scrubbing for this campaign.
  4. The call is disconnected. The result is written back to the system.

Business Flow

The following diagram shows the Preview calling mode flow:


Business Flow Description

  1. In Preview mode, the agent receives a record prior to the call being placed.
  2. Based on configuration, either that agent initiates the call or the campaign places the call after a configurable number of seconds. There is also a separate, configurable Skip result if the agent does not place the call.
  3. The agent determines the result from a provided list, whether No Answer, Bad Number, Answering Machine, or any number of live party potential outcomes.
  4. The selected result is written back to the system.



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.


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