UseCases/Current/GenesysEngage-onpremises/CE11 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T12:49:45Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:13:51Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

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

2021-01-29T14:19:52Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 11:25, December 7, 2020

2020-12-07T11:25:44Z

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

2020-12-01T13:11:02Z

UCC: Updated benefits to align with calculators

Shlandy93 at 09:34, September 1, 2020

2020-09-01T09:34:31Z

Shlandy93 at 17:00, August 10, 2020

2020-08-10T17:00:33Z

Show changes

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

2020-07-15T12:03:58Z

Text replacement - "PureEngage" to "Genesys Engage"

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

2020-07-15T11:33:45Z

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

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE11 to UseCases/Current/GenesysEngage-onpremises/CE11: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:14Z

WikiSysop moved page UseCases/Current/PureEngage/CE11 to UseCases/Current/GenesysEngage-onpremises/CE11: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

@@ Line 3: / Line 3: @@
 |Title=Genesys Outbound Dialer
 |Offering=GenesysEngage-onpremises
 |UCOverview=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).
@@ Line 22: / Line 38: @@
 *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, driving lead contact rates and conversion rates while decreasing call abandonment rates.
 *Sales departments use 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 increased agent productivity.
 |UCSummary=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.
@@ Line 164: / Line 164: @@
 |DistributionLogic====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 Multicloud CX.
+To enable transfer to an agent, option 1 requires the implementation of Genesys Call Routing (CE01).
 Option 2 connects through the customer's non-Genesys contact center. Calls are routed to a phone number provided by the customer.
@@ Line 198: / Line 198: @@
 For more information about the Genesys CX Insights reports, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide'']. Reports most relevant to this use case are found in the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentsReports Agents], [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIOtbndReports Outbound Contact], and [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIDetail Detail] folders.
 |GeneralAssumptions=*Campaign Group are assumed to be single-mode only, no escalating between modes. Modes applicable to this use case are:
 **o Progressive/Predictive (Dialer)
@@ Line 219: / Line 220: @@
 *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.
 |RequiresAll=CE01
 |RelatedDocs={{TSSection
 |sectionheading=Workspace Web Edition

@@ Line 164: / Line 164: @@
 |DistributionLogic====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.
+To enable transfer to an agent, option 1 requires the implementation of Genesys Call Routing (CE01) for Genesys Multicloud CX.
 Option 2 connects through the customer's non-Genesys contact center. Calls are routed to a phone number provided by the customer.

@@ Line 26: / Line 26: @@
 |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=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.
 }}{{SMART Benefits

@@ Line 3: / Line 3: @@
 |Title=Genesys Outbound Dialer
 |Offering=GenesysEngage-onpremises
 |UCOverview=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).
@@ Line 38: / Line 22: @@
 *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, driving lead contact rates and conversion rates while decreasing call abandonment rates.
 *Sales departments use 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 increased agent productivity.
 |UCSummary=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.
@@ Line 198: / Line 198: @@
 For more information about the Genesys CX Insights reports, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide'']. Reports most relevant to this use case are found in the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentsReports Agents], [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIOtbndReports Outbound Contact], and [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIDetail Detail] folders.
 |GeneralAssumptions=*Campaign Group are assumed to be single-mode only, no escalating between modes. Modes applicable to this use case are:
 **o Progressive/Predictive (Dialer)
@@ Line 220: / Line 219: @@
 *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.
 |RequiresAll=CE01
 |RelatedDocs={{TSSection
 |sectionheading=Workspace Web Edition

@@ Line 4: / Line 4: @@
 |Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Increased Revenue
+|UCBenefitID=Improved Close Rate
-|UCBenefit=Increased revenue by improving 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=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.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Reduced Customer Churn
-|UCBenefit=Improved customer experience by proactively contacting customers and prospects with targeted or personalized offers and special promotions
+|UCBenefit=Improved customer experience, and in consequence, a reduction in customer churn allows organizations to save on the costs associated with acquiring new customers plus avoids the loss of future revenue.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Volume of Interactions
-|UCBenefit=Reduced volume of interactions by proactively sending communications through outbound channels
+|UCBenefit=Reduced volume of interactions by proactively sending communications through outbound channels.
 }}{{SMART Benefits
-|UCBenefitID=Reduced IT Operational Costs
+|UCBenefitID=Increased Contact Rate
-|UCBenefit=Reduced IT dependency and empowering Business User management of campaigns
+|UCBenefit=Automated handling of voicemail and unanswered calls improves right party contacts.
 }}
 |UCOverview=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).
@@ Line 171: / Line 168: @@
 Option 2 connects through the customer's non-Genesys contact center. Calls are routed to a phone number provided by the customer.
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=*Agent Desktop is Genesys Workspace Web Edition
+|AgentDeskRequirements=*Contacts can be added to the [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADOutbound#preview Do Not Call] (DNC) list by the agent
-*The agent can add contacts to the system DNC list via his desktop
+*The agent can enter a [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#dispcode 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 the customer administrator or Genesys PS (included within the corresponding use cases).
-*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 the customer administrator or Genesys PS (included within the corresponding use cases).
+*Support for [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADOutbound#callbacks Callback]:
-*Ability to schedule a call back to:
+**Personal callback
-**Personal call back
+**Campaign callback
 |RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
@@ Line 202: / Line 198: @@
 For more information about the Genesys CX Insights reports, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide'']. Reports most relevant to this use case are found in the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentsReports Agents], [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIOtbndReports Outbound Contact], and [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIDetail Detail] folders.
-|DocVersion=2.1.2
+|DocVersion=2.1.3
 |GeneralAssumptions=*Campaign Group are assumed to be single-mode only, no escalating between modes. Modes applicable to this use case are:
 **o Progressive/Predictive (Dialer)
@@ Line 224: / Line 220: @@
 *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.
 |RequiresAll=CE01
 }}

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