UseCases/Current/GenesysCloud/CE11 - Revision history

Shlandy93: UCC: Updated Business Logic based on PM Review

2023-04-04T12:00:35Z

UCC: Updated Business Logic based on PM Review

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:27:54Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

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Shane.landy@genesys.com at 14:38, February 17, 2021

2021-02-17T14:38:37Z

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Shane.landy@genesys.com: UCC: Updated Occupancy benefit to Utilization

2021-01-29T11:54:43Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 11:59, December 7, 2020

2020-12-07T11:59:47Z

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2020-12-01T13:44:54Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com: UCC: Acrolinx Updates

2020-11-10T16:51:56Z

UCC: Acrolinx Updates

Shlandy93: UCC: Updated interdependencies

2020-10-15T10:02:52Z

UCC: Updated interdependencies

Shlandy93 at 17:12, October 8, 2020

2020-10-08T17:12:42Z

Shlandy93 at 16:39, October 8, 2020

2020-10-08T16:39:57Z

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@@ Line 120: / Line 120: @@
 *Rule sets
 *Priority
-*Sorting
+*Sorting (Dynamic or Static)
 *Caller ID
 *Filter
@@ Line 130: / Line 130: @@
 ====Dialing Mode: Preview, Progressive, Power, Predictive, Agentless====
 A customer can choose to run outbound dialing campaigns using Preview, Progressive, Power, Predictive, or Agentless modes. Either the customer admin or Genesys PS configures the campaign. A customer can also designate specific contacts to always be dialed in Preview mode (Precise Dialing). Preview mode ensures that an agent is available when the specific customer answers.
 ====Answering Machine Detection (AMD====
 Call analysis (CPD) that includes AMD detects whether an answering machine or a live person is answering the phone before connecting the call to an agent. A customer can also choose whether to disconnect, play a message, or send the call to an IVR flow when a call connects. A customer can also disable AMD for compliance reasons, or if the customer wants to have agents handle all connected calls to ensure that an agent is available when the customer answers.
@@ Line 135: / Line 137: @@
 ====DNC Lists====
 Do Not Contact lists should include customers who have opted out of previous campaigns and a country-specific DNC list (if applicable). A customer can apply multiple DNC lists to a campaign. When a consumer opts out of a campaign, they should be added to the DNC list. Customers can also upload another DNC list or add an individual to an existing DNC list. These suppression lists can then be applied to future campaigns at the campaign level. DNC lists can also be outsourced to one of our integrated partners, DNC.com, or Gryphon Networks. They can manage their subscriptions to those services and customize several options including wireless and VoIP identification.
 ====Personalization====
 For Agentless (IVR) campaigns, the content of the messaging can be personalized (TTS audio).
@@ Line 156: / Line 160: @@
 *The [https://help.mypurecloud.com/articles/dialer-campaign-success-results-interval-report Dialer Campaign Success Results by Interval report] includes totals for the interval, by day, for the number of dials, contacts, and abandons for the campaign. If a report includes more than one dialer campaign, the report aggregates the totals for all the campaigns. The report includes the percentage of: contacts compared with the calls placed, abandoned calls compared with the calls placed, and abandoned calls compared with the number of contacts.
 *The [https://help.mypurecloud.com/articles/dialer-campaign-success-results-day-report Dialer Campaign Success Results by Day report] displays a daily breakdown of the results for one or more dialer campaigns during a specific date range. The report includes weekly and monthly totals for the number of dials, contacts, and abandons for the campaign. The report includes the percentage of: contacts compared with the calls placed, abandoned calls compared with the calls placed, and abandoned calls compared with the number of contacts.
 |CustomerAssumptions=*The customer provides Genesys with the contact list from their own CRM, marketing, or collections database. This contact list can be either a flat file or an on-demand trickle-feed that applies the Genesys Cloud CX REST API. Note: development work to write against the API is not included as part of this use case.
 *The customer is responsible for recording and providing any required announcements and recordings[LF1].
@@ Line 164: / Line 167: @@
 **The contact lists that are loaded into Genesys Cloud CX 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 at the site of the installation. The customer is responsible for compliance with laws and regulations regarding outbound calling and automatic dialing. It is recommended that the customer's legal department confirms that the organization is in full compliance with these regulations.
 |PremiseAssumptionsAdditional=N/A
 |DocVersion=V 1.1.3

@@ Line 25: / Line 25: @@
 |UCBenefit=Conversion rates, cross-sells and up-sell rates will improve through the ability to automatically generate outbound calls and empowering agents with single searchable desktop application that shows customer context.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Leverage agents/employees for outbound campaigns. Optimize the number of agent-handled calls by increasing the number of Right Party Contacts through predictive dialing.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |UCOverview=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.
@@ Line 37: / Line 21: @@
 *Compliance and business rules are accurately maintained to ensure enterprise-wide contact strategy adherence
 |UCSummary=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.
@@ Line 156: / Line 156: @@
 *The [https://help.mypurecloud.com/articles/dialer-campaign-success-results-interval-report Dialer Campaign Success Results by Interval report] includes totals for the interval, by day, for the number of dials, contacts, and abandons for the campaign. If a report includes more than one dialer campaign, the report aggregates the totals for all the campaigns. The report includes the percentage of: contacts compared with the calls placed, abandoned calls compared to the calls placed, and abandoned calls compared with the number of contacts.
 *The [https://help.mypurecloud.com/articles/dialer-campaign-success-results-day-report Dialer Campaign Success Results by Day report] displays a daily breakdown of the results for one or more dialer campaigns during a specific date range. The report includes weekly and monthly totals for the number of dials, contacts, and abandons for the campaign. The report includes the percentage of: contacts compared with the calls placed, abandoned calls compared to the calls placed, and abandoned calls compared with the number of contacts.
 |CustomerAssumptions=*The customer provides Genesys with the contact list from their own CRM, marketing, or collections database. This contact list can be either a flat file or an on-demand trickle-feed that applies the Genesys Cloud REST API. Note: development work to write against the API is not included as part of this use case.
 *The customer is responsible for recording and providing any required announcements and recordings[LF1].
@@ Line 166: / Line 165: @@
 |Optional=CE43
 |PremiseAssumptionsAdditional=N/A
 |Video=407614711
 |RelatedDocs={{TSSection}}
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Increased Revenue
+|UCBenefitID=Improved Close Rate
-|UCBenefit=Improve performance of outbound campaigns.
+|UCBenefit=Close rates, cross-sells and up-sell rates will improve through the ability to automatically generate outbound calls and empowering agents with single searchable desktop application that shows customer context.
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Leverage agents/employees for outbound campaigns. Optimize the number of agent-handled calls by increasing the number of Right Party Contacts through predictive dialing.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Increased Contact Rate
-|UCBenefit=Improve NPS by proactively contacting customers and prospects with targeted, personalized offers and special promotions.
+|UCBenefit=Automated handling of voicemail and unanswered calls improves right party contacts.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Volume of Interactions
 |UCBenefit=Send communications proactively through outbound channels. Drive inbound calls through the use of agent or automated messaging and/or CID.
 }}
 |UCOverview=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.
@@ Line 153: / Line 156: @@
 *The [https://help.mypurecloud.com/articles/dialer-campaign-success-results-interval-report Dialer Campaign Success Results by Interval report] includes totals for the interval, by day, for the number of dials, contacts, and abandons for the campaign. If a report includes more than one dialer campaign, the report aggregates the totals for all the campaigns. The report includes the percentage of: contacts compared with the calls placed, abandoned calls compared to the calls placed, and abandoned calls compared with the number of contacts.
 *The [https://help.mypurecloud.com/articles/dialer-campaign-success-results-day-report Dialer Campaign Success Results by Day report] displays a daily breakdown of the results for one or more dialer campaigns during a specific date range. The report includes weekly and monthly totals for the number of dials, contacts, and abandons for the campaign. The report includes the percentage of: contacts compared with the calls placed, abandoned calls compared to the calls placed, and abandoned calls compared with the number of contacts.
-|DocVersion=V 1.0.2
+|DocVersion=V 1.0.3
 |CustomerAssumptions=*The customer provides Genesys with the contact list from their own CRM, marketing, or collections database. This contact list can be either a flat file or an on-demand trickle-feed that applies the Genesys Cloud REST API. Note: development work to write against the API is not included as part of this use case.
 *The customer is responsible for recording and providing any required announcements and recordings[LF1].

@@ Line 83: / Line 83: @@
 *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 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.
@@ Line 137: / Line 137: @@
 ====Agentless - Connect to Agent Option====
 This requires implementation of {{#mintydocs_link:topic=CE01}} for Genesys Cloud.
-|CustomerInterfaceRequirements=N/A
+|CustomerInterfaceRequirements=There is no applicable content for this section.
 |AgentDeskRequirements=*The agent must be able to add contacts to the Do Not Call list (DNC) or to make the contact uncallable via the agent script or wrap-up code.
 *The agent must be able to enter a wrap-code for each call (such as Cross Sell, Need Follow Up, Not Right Skill, Processed, Stopped, Transferred, Up Sell). The Customer Admin or Genesys PS configures the wrap-up codes (included within the corresponding use cases).