Difference between revisions of "PEC-OU/HIW"
From Genesys Documentation
m (Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2") |
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{{HIW | {{HIW | ||
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|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. |
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|UseCase=CE01 | |UseCase=CE01 | ||
| + | |ComingSoon=No | ||
|Platform=GenesysEngage-cloud | |Platform=GenesysEngage-cloud | ||
| − | | | + | |Role=Administrator, Agent, Developer |
| − | | | + | |Application=CX Contact |
|featurename=Outbound | |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 Engage cloud Outbound solution) to engage with customers seamlessly—at the right time and in the right way. | ||
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|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 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. | + | *'''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. |
| − | *'''Send automated alerts, notifications, or reminders without ever engaging agents'''—Reduce agent count or allocate agents to higher-value campaigns. | + | *'''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. |
*'''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 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 SMS or | + | *'''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 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. | *'''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. | ||
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|FeatureSection={{FeatureSection | |FeatureSection={{FeatureSection | ||
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|relatedapps=CX Contact | |relatedapps=CX Contact | ||
|users=Contact center administrators and contact center managers | |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=<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 dialing modes and pacing options, setting up and monitoring campaigns, importing contact lists, applying compliance rules, and so on.</span> | ||
|relatedarticles=<br /> | |relatedarticles=<br /> | ||
}} | }} | ||
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}} | }} | ||
Revision as of 21:25, July 29, 2020
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.
Related documentation:
Contents
What Outbound does[edit source]
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.
- 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 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.
How Outbound works[edit source]
Players: Contact center administrators and contact center managers
Actions: 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.
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