PEC-OU/HIW - Revision history

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:41Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:53Z

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:28:34Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Valentina.petrov@genesys.com: Published

2021-03-10T18:06:38Z

Published

Jeffrey.erickson@genesys.com: Published

2021-02-03T19:04:25Z

Published

Jerickso: Published

2020-07-29T21:25:42Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:34:22Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

2020-07-15T12:07:04Z

Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:03:18Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:54Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

@@ Line 38: / Line 38: @@
 }}{{FeatureSection
 |featureheading=Outbound for agents
-|relatedapps=Agent Desktop
+|relatedapps=Agent Workspace
 |users=Agents
 |description=Agents use Agent Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.

@@ Line 40: / Line 40: @@
 |relatedapps=Agent Desktop
 |users=Agents
-|description=Agents use Agent Desktop Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
+|description=Agents use Agent Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
 |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound}}

@@ Line 8: / Line 8: @@
 |Application=CX Contact
 |featurename=Outbound
-|ShortDescription=Use CX Contact (the Genesys Engage cloud Outbound solution) to engage with customers seamlessly—at the right time and in the right way.
+|ShortDescription=Use CX Contact (the Genesys Multicloud CX Outbound solution) to engage with customers seamlessly—at the right time and in the right way.
 *Run aggressive sales campaigns
@@ Line 15: / Line 15: @@
 *Run SMS or Email campaigns
 *Run multi-channel blended campaigns
-|overviewtext=Use CX Contact (the Genesys Engage cloud Outbound solution)  to engage with customers seamlessly—at the right time and in the right way.
+|overviewtext=Use CX Contact (the Genesys Multicloud CX Outbound solution)  to engage with customers seamlessly—at the right time and in the right way.
 *'''Run aggressive sales campaigns''' —The predictive dialing algorithm paces calls efficiently, minimizing both agent idle time and abandoned calls.

@@ Line 1: / Line 1: @@
 {{HIW
-|DisplayName=How outbound works
+|DisplayName=How Outbound works
 |Context=Using CX Contact (an outbound campaign management application), Outbound lets you run voice, SMS or email campaigns using a cloud-based dialing engine on the back end.
 |UseCase=CE01
@@ Line 17: / Line 17: @@
 |overviewtext=Use CX Contact (the Genesys Engage cloud Outbound solution)  to engage with customers seamlessly—at the right time and in the right way.
-*'''Run aggressive {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=CampaignsTab|display text=sales campaigns}}'''—The predictive dialing algorithm paces calls efficiently, minimizing both agent idle time and abandoned calls.
+*'''Run aggressive sales campaigns''' —The predictive dialing algorithm paces calls efficiently, minimizing both agent idle time and abandoned calls.
-*'''Send automated {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=SMSCampaign|display text=alerts }}, notifications, or reminders without ever engaging agents'''—Reduce agent count or allocate agents to higher-value campaigns.
+*'''Send automated alerts, notifications, or reminders without ever engaging agents'''—Reduce agent count or allocate agents to higher-value campaigns.
 *'''Run collections campaigns that target high-risk accounts'''—Manual dialing capabilities enable agents to carefully review high-value customer records in advance of an interaction.
-*'''Run {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=SMSCampaign|display text=SMS}} or {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=EmailCampaign|display text=email}} campaigns'''—Send text messages or email alerts to a group of contacts.
+*'''Run SMS or email campaigns'''—Send text messages or email alerts to a group of contacts.
 *'''Run multi-channel blended campaigns'''—Blend voice and digital channels into a unified customer journey. For example, you can schedule a service call by phone and send an SMS reminder the day before the scheduled appointment.
 |FeatureSection={{FeatureSection

@@ Line 23: / Line 23: @@
 *'''Run multi-channel blended campaigns'''—Blend voice and digital channels into a unified customer journey. For example, you can schedule a service call by phone and send an SMS reminder the day before the scheduled appointment.
 |FeatureSection={{FeatureSection
 |relatedapps=CX Contact
 |users=Contact center administrators and contact center managers
-|description=<span>Contact center administrators and managers use {{Link-AnywhereElse||product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=CX Contact}} to configure outbound campaigns by choosing the</span> {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=DialingModes|display text=dialing modes}} <span>and</span> {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=PacingOptions|display text=pacing options}}<span>,</span> {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=CampaignsTab|display text=setting up and monitoring campaigns}}<span>,</span> {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=Lists|display text=importing contact lists}}<span>,</span> {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=ComplianceTab|display text=applying compliance rules}}<span>, and so on.</span>
+|description=Contact center administrators and managers use CX Contact to configure outbound campaigns by choosing the dialing modes and pacing options, setting up and monitoring campaigns, importing contact lists, applying compliance rules, and so on.
-|relatedarticles=<br />
+|relatedarticles={{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=DialingModes|display text=Dialing modes}}
 }}
 }}

@@ Line 7: / Line 7: @@
 |TocName=
 |UseCase=CE01
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |ComingSoon=No
 |Context=Using CX Contact (an outbound campaign management application), Outbound lets you run voice, SMS or email campaigns using a cloud-based dialing engine on the back end.

@@ Line 11: / Line 11: @@
 |Context=Using CX Contact (an outbound campaign management application), Outbound lets you run voice, SMS or email campaigns using a cloud-based dialing engine on the back end.
 |featurename=Outbound
-|ShortDescription=Use CX Contact (the PureEngage Cloud Outbound solution) to engage with customers seamlessly—at the right time and in the right way.
+|ShortDescription=Use CX Contact (the Genesys Engage Cloud Outbound solution) to engage with customers seamlessly—at the right time and in the right way.
 *Run aggressive sales campaigns
@@ Line 18: / Line 18: @@
 *Run SMS or Email campaigns
 *Run multi-channel blended campaigns
-|overviewtext=Use CX Contact (the PureEngage Cloud Outbound solution)  to engage with customers seamlessly—at the right time and in the right way.
+|overviewtext=Use CX Contact (the Genesys Engage Cloud Outbound solution)  to engage with customers seamlessly—at the right time and in the right way.
 *'''Run aggressive sales campaigns'''—The predictive dialing algorithm paces calls efficiently, minimizing both agent idle time and abandoned calls.

PEC-OU/HIW - Revision history

WikiSysop at 19:20, July 28, 2022

WikiSysop at 18:49, July 28, 2022

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Valentina.petrov@genesys.com: Published

Jeffrey.erickson@genesys.com: Published

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"