UseCases/Current/PureConnect/CE11 - Revision history

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

2021-02-26T10:40:22Z

UCC: Moved platform assumptions under general assumptions

Shane.landy@genesys.com at 15:59, January 29, 2021

2021-01-29T15:59:27Z

Shane.landy@genesys.com at 11:58, December 7, 2020

2020-12-07T11:58:17Z

Shane.landy@genesys.com at 13:42, December 1, 2020

2020-12-01T13:42:38Z

Shlandy93 at 15:43, August 17, 2020

2020-08-17T15:43:59Z

Shlandy93 at 11:53, August 12, 2020

2020-08-12T11:53:36Z

Shlandy93 at 11:50, August 12, 2020

2020-08-12T11:50:10Z

Shlandy93 at 12:31, August 11, 2020

2020-08-11T12:31:18Z

Shlandy93 at 12:14, July 20, 2020

2020-07-20T12:14:31Z

Shlandy93 at 12:14, July 20, 2020

2020-07-20T12:14:05Z

@@ Line 3: / Line 3: @@
 |Title=Genesys Outbound Dialer
 |Offering=PureConnect
 |UCOverview=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," Helvetica Neue",Helvetica,Arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">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).</span>
@@ Line 21: / Line 37: @@
 *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.
 |UCSummary=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," Helvetica Neue",Helvetica,Arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">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.</span>
@@ Line 142: / Line 142: @@
 The reports are accessible via the Interaction Reporter view of IC Business Manager. The reports provide information about campaign and agent performance over a provided time range.
-|GeneralAssumptions=A customization is required to correlate an inbound interaction resulting from an outbound campaign.  This includes updating the contact’s status or adding them to a Do Not Call (DNC) list.
+|RequiresOr=CE01, CE02
 |CustomerAssumptions=NA
 |DocVersion=ver 1.0.3
 }}

@@ Line 22: / Line 22: @@
 *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.
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=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.
 }}{{SMART Benefits

@@ Line 3: / Line 3: @@
 |Title=Genesys Outbound Dialer
 |Offering=PureConnect
 |UCOverview=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," Helvetica Neue",Helvetica,Arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">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).</span>
@@ Line 37: / Line 21: @@
 *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.
 |UCSummary=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," Helvetica Neue",Helvetica,Arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">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.</span>
@@ Line 142: / Line 142: @@
 The reports are accessible via the Interaction Reporter view of IC Business Manager. The reports provide information about campaign and agent performance over a provided time range.
 |GeneralAssumptions=A customization is required to correlate an inbound interaction resulting from an outbound campaign.  This includes updating the contact’s status or adding them to a Do Not Call (DNC) list.
 |CustomerAssumptions=NA
@@ Line 154: / Line 153: @@
 |Cloud_Assumption=Automating the import of contacts to the database will be defined as provided by Genesys PS or via customer-developed usage of contact list API
 }}
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Automated handling of voicemail and unanswered calls improves right party contacts.
 }}{{SMART Benefits
-|UCBenefitID=Increased Revenue
+|UCBenefitID=Improved Close Rate
-|UCBenefit=Automated and agent-assisted dialing enables efficient targeting of large numbers of prospects to increase revenue.
+|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.
 }}
 |UCOverview=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," Helvetica Neue",Helvetica,Arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">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).</span>
@@ Line 136: / Line 142: @@
 The reports are accessible via the Interaction Reporter view of IC Business Manager. The reports provide information about campaign and agent performance over a provided time range.
 |GeneralAssumptions=A customization is required to correlate an inbound interaction resulting from an outbound campaign.  This includes updating the contact’s status or adding them to a Do Not Call (DNC) list.
 |CustomerAssumptions=NA
@@ Line 147: / Line 154: @@
 |Cloud_Assumption=Automating the import of contacts to the database will be defined as provided by Genesys PS or via customer-developed usage of contact list API
 }}
 }}

@@ Line 48: / Line 48: @@
 |MaturityLevel=Consistent
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," helvetica neue",helvetica,arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">'''(1)'''</span>
+|BusinessFlow='''(1)'''
-<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," helvetica neue",helvetica,arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">The following diagram shows the main flow of the use case:</span>
+The following diagram shows the main flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/eba50500-eb1e-4ff2-81dd-4e11d67e5b43/0
 |BusinessFlowDescription=#An admin or Genesys Professional Services configures the campaign strategy and settings in the Genesys system.
@@ Line 66: / Line 66: @@
 *Organization manages the contact list database directly, inserting records using SQL (Oracle of MSSQL)
 }}{{SMART BusinessImageFlow
-|BusinessFlow=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Verdana,Arial,Helvetica,sans-serif; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">'''(2)'''</span>
+|BusinessFlow='''(2)'''
-<span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Verdana,Arial,Helvetica,sans-serif; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">The following diagram shows the Agentless calling mode flow:</span><span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Verdana,Arial,Helvetica,sans-serif; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"></span>
+The following diagram shows the Agentless calling mode flow:
 |BusinessImage=https://www.lucidchart.com/documents/edit/9984b8f7-84d5-40e8-9ff0-911cfd7e59eb/0
 |BusinessFlowDescription=For Agentless campaigns, there are multiple resulting scenarios:
@@ Line 87: / Line 87: @@
 #In each case, the call is disconnected and the result is written back to the system.
 }}{{SMART BusinessImageFlow
-|BusinessFlow=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Verdana,Arial,Helvetica,sans-serif; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">'''(3)'''</span>
+|BusinessFlow='''(3)'''
-<span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Verdana,Arial,Helvetica,sans-serif; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">The following diagram shows the Power and Predictive calling mode flow:</span>
+The following diagram shows the Power and Predictive calling mode flow:
 |BusinessImage=https://www.lucidchart.com/documents/edit/3d54d5f4-cf15-4031-ab63-87dac4737d2f/0
 |BusinessFlowDescription=#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.
@@ Line 102: / Line 101: @@
 #The call is disconnected.  The result is written back to the system.
 }}{{SMART BusinessImageFlow
-|BusinessFlow=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Verdana,Arial,Helvetica,sans-serif; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">'''(4)'''</span>
+|BusinessFlow='''(4)'''
-<span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Verdana,Arial,Helvetica,sans-serif; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">The following diagram shows the Preview calling mode flow:</span>
+The following diagram shows the Preview calling mode flow:
 |BusinessImage=https://www.lucidchart.com/documents/edit/087a0f17-f8c9-4abf-b490-e1ee20e2f851/0
 |BusinessFlowDescription=#In Preview mode, the agent receives a record prior to the call being placed.

@@ Line 3: / Line 3: @@
 |Title=Genesys Outbound Dialer
 |Offering=PureConnect
-|UCIntro=
+|SMART_Benefits={{SMART Benefits
 |UCOverview=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," Helvetica Neue",Helvetica,Arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">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).</span>
@@ Line 22: / Line 31: @@
 *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.
 |UCSummary=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," Helvetica Neue",Helvetica,Arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">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.</span>
@@ Line 47: / Line 46: @@
 * Self-service campaign management enables business users to create rules and maintain compliance
 * Contact opted in consumers (assumes company provides preferences as part of their contact lists)
 |MaturityLevel=Consistent
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=<span style="display: inline !important; float: none; background-color: transparent; color: rgb(33, 33, 33); font-family: Roboto," helvetica neue",helvetica,arial,sans-serif; font-size: 16px; font-style: normal; font-variant: font-weight: 400; letter-spacing: orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: -webkit-text-stroke-width: white-space: word-spacing: 0px;">The following diagram shows the main flow of the use case:</span>
@@ Line 127: / Line 119: @@
 ====Personalization====
 For Agentless campaigns, the content and flow of the message may use personalized information from the contact list database to determine which messages to play, and perhaps text-to-speech playback.  The audio files are provided by the organization.
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=*The agent must be able to view data about the contact provided in the list of contacts assigned to a campaign.
@@ Line 134: / Line 124: @@
 *The agent must be able to enter a wrap code for each call. The code is used to define the next step in the recall strategy and is captured for historical and real-time reporting.
 *Each of the above items must be configurable by an Administrator.
-|RealTimeReporting====Interaction Center Business Manager===
+|RealTimeReporting='''Interaction Center Business Manager'''
 For PureConnect, Interaction Center Business Manager contains the real-time reporting features for outbound capabilities. The views are documented in [https://help.genesys.com/cic/mergedProjects/wh_dlr/mergedProjects/dialer_manager_help2/desktop/supervisory_tools.htm PureConnect help].
@@ Line 144: / Line 135: @@
 |GeneralAssumptions=A customization is required to correlate an inbound interaction resulting from an outbound campaign.  This includes updating the contact’s status or adding them to a Do Not Call (DNC) list.
 |CustomerAssumptions=NA
 |RequiresOr=CE01, CE02
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=Customer provides an MSSQL or Oracle database for use by Interaction Dialer
@@ Line 153: / Line 141: @@
 |Premise_Assumption=Automating the import of contacts to the database will be defined as provided by Genesys PS, via customer-developed usage of contact list API, or customer direct updates to the provided database
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=Automating the import of contacts to the database will be defined as provided by Genesys PS or via customer-developed usage of contact list API
 }}
 |DocVersion=ver 1.0.2
 }}