UseCases/Current/GenesysEngage-onpremises/CE13 - Revision history

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

2021-11-09T20:28:46Z

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

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-25T17:07:54Z

UCC: Moved platform assumptions under general assumptions

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

2021-01-29T14:21:32Z

UCC: Updated Occupancy benefit to Utilization

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

2021-01-26T13:47:48Z

UCC: Updated benefits to align with calculators

Shlandy93 at 17:03, August 10, 2020

2020-08-10T17:03:28Z

Show changes

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE13 to UseCases/Current/GenesysEngage-onpremises/CE13: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:46Z

WikiSysop moved page UseCases/Current/PureEngage/CE13 to UseCases/Current/GenesysEngage-onpremises/CE13: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

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

2020-07-15T11:27:50Z

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

WikiSysop: Text replacement - "PureEngageCloud" to "GenesysEngage-cloud"

2020-07-15T11:24:26Z

Text replacement - "PureEngageCloud" to "GenesysEngage-cloud"

Shlandy93 at 13:02, June 23, 2020

2020-06-23T13:02:28Z

Shlandy93 at 17:11, May 20, 2020

2020-05-20T17:11:15Z

@@ Line 70: / Line 70: @@
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
-*Available in Genesys Engage cloud supported by Stand Alone. Cloud Standalone: Outbound IVR; Text; Email
+*Available in Genesys Multicloud CX supported by Stand Alone. Cloud Standalone: Outbound IVR; Text; Email
-*Opt-in and preference management on Genesys Engage cloud 3Q18 roadmap
+*Opt-in and preference management on Genesys Multicloud CX 3Q18 roadmap
 *English-only user interface
 |PremiseAssumptionsAdditional_Sales=This use case is not available in Premise environment, position CE11, CE12 for Dialer and SMS in Premise and for Outbound Email please contact PS for Outbound Email without channel escalation quote.

@@ Line 3: / Line 3: @@
 |Title=Genesys Omnichannel Notifications
 |Offering=GenesysEngage-cloud
 |UCOverview=Generating new business and upselling 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. According to Forbes, 87% of consumers want to be proactively contacted by companies with relevant information. Many organizations struggle with keeping customers informed in a timely and personalized manner across multiple channels, which is frustrating for customers and costly for companies. Companies are not deflecting avoidable and low-value inbound calls, resulting in higher agent costs and lower customer and employee satisfaction. Channels are being managed in silos because companies don't have an integrated, multi-channel outbound platform. And companies often struggle to stay within industry regulations and manage for compliance risk as it relates to outbound communications. This use case enables companies to implement multi-channel outbound campaigns across voice, SMS, and email to improve the efficiency of their staff while increasing reach, contact rates, response rates, and revenue.
@@ Line 29: / Line 42: @@
 *Compliance and business rules are accurately maintained to ensure enterprise-wide contact strategy adherence
 |UCSummary=The Genesys system supports agent-assisted and automated outbound communications across channels including Dialer, Outbound IVR, SMS, and Email. Customers tell Genesys which consumers they want to contact through which channels. Companies can blend contact strategies (cloud only) and escalate outreach attempts from automated to agent-assisted calls. Dialer calls can be made in predictive, progressive, preview, or manual mode.  The company contacts the customers based a provided list provided to Genesys. The list contains information on the requested channels and collections rules, that are used to decide how to contact the customer. The customer is offered the option to switch channels based on their need, specific moment, location, etc.  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, phone number or email, and contact reason. Delivery results are recorded in the system to feed into reports.
@@ Line 283: / Line 283: @@
 *Campaign effectiveness - for specific campaign or date range
 |CustomerAssumptions=*The customer provides Genesys with the contact list from their own CRM, marketing, or collections database - either flat file or on-demand trickle-feed.
 *The customer is responsible for recording and providing any required announcements and recordings.
@@ Line 290: / Line 292: @@
 *The sender number (dedicated short code, long code, alpha sender ID, or text-enabled toll-free number) has been provisioned on the Genesys system. Genesys can provision the sender number for the customer for a fee.
 *MMS is out of scope.
-|RequiresAll=CE11, CE12
+|DocVersion=v1.0.0
 |RelatedDocs={{TSSection
 |sectionheading=Workspace Web Edition
@@ Line 312: / Line 309: @@
 *[https://docs.genesys.com/Documentation/IW/8.5.1/User/BlendDifferentMediaIntoASingleConversation Blending media into a single conversation]
 }}
 }}

@@ Line 33: / Line 33: @@
 |UCBenefit=Automatic application of business and compliance rules for outbound communications reduces the risk of penalties and fines.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=An omnichannel outbound engine improves the number of productive contacts per agent (occupancy) and reduces cost expenditure from under-utilized outbound resources.
 }}{{SMART Benefits

@@ Line 3: / Line 3: @@
 |Title=Genesys Omnichannel Notifications
 |Offering=GenesysEngage-cloud
 |UCOverview=Generating new business and upselling 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. According to Forbes, 87% of consumers want to be proactively contacted by companies with relevant information. Many organizations struggle with keeping customers informed in a timely and personalized manner across multiple channels, which is frustrating for customers and costly for companies. Companies are not deflecting avoidable and low-value inbound calls, resulting in higher agent costs and lower customer and employee satisfaction. Channels are being managed in silos because companies don't have an integrated, multi-channel outbound platform. And companies often struggle to stay within industry regulations and manage for compliance risk as it relates to outbound communications. This use case enables companies to implement multi-channel outbound campaigns across voice, SMS, and email to improve the efficiency of their staff while increasing reach, contact rates, response rates, and revenue.
@@ Line 39: / Line 29: @@
 *Compliance and business rules are accurately maintained to ensure enterprise-wide contact strategy adherence
 |UCSummary=The Genesys system supports agent-assisted and automated outbound communications across channels including Dialer, Outbound IVR, SMS, and Email. Customers tell Genesys which consumers they want to contact through which channels. Companies can blend contact strategies (cloud only) and escalate outreach attempts from automated to agent-assisted calls. Dialer calls can be made in predictive, progressive, preview, or manual mode.  The company contacts the customers based a provided list provided to Genesys. The list contains information on the requested channels and collections rules, that are used to decide how to contact the customer. The customer is offered the option to switch channels based on their need, specific moment, location, etc.  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, phone number or email, and contact reason. Delivery results are recorded in the system to feed into reports.
@@ Line 235: / Line 238: @@
 The landing page, which processes the payment, is out of the scope of this use case.
-|AgentDeskRequirements=*The agent must be able to add contacts to the suppression list via the desktop.
+|AgentDeskRequirements=*Outbound Campaign calling. The agent must be able to perform the following tasks:
-*The agent must be able to 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 Admin or Genesys PS (included within the corresponding use cases).
+**Add contacts to the [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADOutbound#donotcall Do Not Call] list
-'''Collections Desktop Requirements:'''  The agent, through Workspace, must be able to support the following:
+* Collections Requirements. The agent must be able to perform the following tasks:
+**Send an [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADSMS SMS]/[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADemail email] during an outbound collection campaign call.
-#Send an SMS/email during an outbound collection campaign call
+**Access the payment system during an outbound collection campaign call.
-#Access the payment system during an outbound collection campaign call
+**Reschedule a [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADOutbound#callbacks callback] if requested by the customer.
-#Reschedule a callback in case the customer asks for that action
+**Track the Outbound call result (payment done, promise to pay, SMS/email sent, etc.).
-#Track the outbound call result (payment done, promise to pay, SMS/email sent, etc.) access the contact history
+**Access the [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADhist contact history].
 |RealTimeReporting=Key KPIs related to this use case are:
@@ Line 292: / Line 296: @@
 *Genesys stores opt-out requests in a campaign-specific suppression list on the Genesys system and can set up an FTP for the organization to extract the data.
 *For Outbound Email, a dedicated email domain (provisioned by Genesys) is assumed to be in place.
 |DocVersion=v1.0.0
 }}

@@ Line 73: / Line 73: @@
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
-*Available in PureEngage Cloud supported by Stand Alone. Cloud Standalone: Outbound IVR; Text; Email
+*Available in Genesys Engage cloud supported by Stand Alone. Cloud Standalone: Outbound IVR; Text; Email
-*Opt-in and preference management on PureEngage Cloud 3Q18 roadmap
+*Opt-in and preference management on Genesys Engage cloud 3Q18 roadmap
 *English-only user interface
 |PremiseAssumptions=

← Older revision	Revision as of 11:29, July 15, 2020
(No difference)

@@ Line 2: / Line 2: @@
 |ID=CE13 (MK01 Consolidation)
 |Title=Genesys Omnichannel Notifications
-|Offering=PureEngageCloud
+|Offering=GenesysEngage-cloud
 |UCIntro=
 |UCOverview=Generating new business and upselling 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. According to Forbes, 87% of consumers want to be proactively contacted by companies with relevant information. Many organizations struggle with keeping customers informed in a timely and personalized manner across multiple channels, which is frustrating for customers and costly for companies. Companies are not deflecting avoidable and low-value inbound calls, resulting in higher agent costs and lower customer and employee satisfaction. Channels are being managed in silos because companies don't have an integrated, multi-channel outbound platform. And companies often struggle to stay within industry regulations and manage for compliance risk as it relates to outbound communications. This use case enables companies to implement multi-channel outbound campaigns across voice, SMS, and email to improve the efficiency of their staff while increasing reach, contact rates, response rates, and revenue.

@@ Line 252: / Line 252: @@
 #Reschedule a callback in case the customer asks for that action
 #Track the outbound call result (payment done, promise to pay, SMS/email sent, etc.) access the contact history
 |RealTimeReporting=Key KPIs related to this use case are:
 *Delivery / Reach Rates
 *Response Rates
-*<nowiki># of Inbound Calls</nowiki>
+*Number of Inbound Calls
 The Genesys system provides extensive analytics and monitoring of campaign statistics, for more Information reference the [https://docs.genesys.com/Documentation/CXC/latest/CXCHelp/CampaignsPage online documentation].
@@ Line 272: / Line 273: @@
 *Response Rates by Campaign and Trends
 *Customer Satisfaction / NPS Scores
-*<nowiki># of Inbound Calls</nowiki>
+*Number of Inbound Calls
 <span>Note: Omnichannel (SMS and email) Outbound</span> <span>Reporting is not available in GI2 and GCXI.</span>
@@ Line 278: / Line 279: @@
 '''Collections''':  In addition to the standard historical reporting mentioned in the Outbound Dialer Use Case (based to Campaigns, Calling Lists and Agents) the main KPI to show are:
-<nowiki>*</nowiki> Contact rate - for specific campaign or date range
+*Contact rate - for specific campaign or date range
-<nowiki>*</nowiki> Payment rate - for specific campaign or date range
+*Payment rate - for specific campaign or date range
-<nowiki>*</nowiki> Preferred channel used for payment
+*Preferred channel used for payment
-<nowiki>*</nowiki> Agent efficiency - for specific campaign or date range, overall and per agent
+*Agent efficiency - for specific campaign or date range, overall and per agent
-<nowiki>*</nowiki> Campaign effectiveness - for specific campaign or date range
+*Campaign effectiveness - for specific campaign or date range
 |GeneralAssumptions=
 |CustomerAssumptions=*The customer provides Genesys with the contact list from their own CRM, marketing, or collections database - either flat file or on-demand trickle-feed.
@@ Line 297: / Line 297: @@
 *MMS is out of scope.
 |RequiresAll=CE11, CE12
 |Optional=CE01, CE16, CE29
-|SMART_PremiseAssumptions=
+|Exceptions=
 |PremiseAssumptionsAdditional=
 |CloudAssumptionsAdditional=*The user interface is English only.
 *Customer cannot use a third-party SMS aggregator when utilizing SMS profiles.
@@ Line 307: / Line 307: @@
 |Requires=
 |Conditions=
 }}