Difference between revisions of "PEC-OU/HIW"
From Genesys Documentation
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{{HIW | {{HIW | ||
| − | + | |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. | |
| − | |DisplayName=How | ||
| − | | | ||
| − | |||
| − | |||
|UseCase=CE01 | |UseCase=CE01 | ||
| − | |||
|ComingSoon=No | |ComingSoon=No | ||
| − | | | + | |Platform=GenesysEngage-cloud |
| + | |Role=Administrator, Agent, Developer | ||
| + | |Application=CX Contact | ||
|featurename=Outbound | |featurename=Outbound | ||
| − | |ShortDescription=Use CX Contact (the | + | |ShortDescription=Use CX Contact (the Genesys Multicloud CX Outbound solution) to engage with customers seamlessly—at the right time and in the right way. |
*Run aggressive sales campaigns | *Run aggressive sales campaigns | ||
| Line 18: | Line 15: | ||
*Run SMS or Email campaigns | *Run SMS or Email campaigns | ||
*Run multi-channel blended campaigns | *Run multi-channel blended campaigns | ||
| − | |overviewtext=Use CX Contact (the | + | |overviewtext=Use CX Contact (the Genesys Multicloud CX 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 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 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 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. | *'''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. | ||
| − | |||
|FeatureSection={{FeatureSection | |FeatureSection={{FeatureSection | ||
| − | |featureheading= | + | |featureheading=Campaign management |
|relatedapps=CX Contact | |relatedapps=CX Contact | ||
|users=Contact center administrators and contact center managers | |users=Contact center administrators and contact center managers | ||
| − | + | |description=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. | |
| − | |description= | + | |relatedarticles={{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=DialingModes|display text=Dialing modes}} |
| − | |relatedarticles= | + | |
| + | {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=PacingOptions|display text=Pacing options}} | ||
| + | |||
| + | {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=CampaignsTab|display text=Setting up and monitoring campaigns}} | ||
| + | |||
| + | {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=Lists|display text=Importing contact lists}} | ||
| + | |||
| + | {{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=ComplianceTab|display text=Applying compliance rules}}<br /> | ||
| + | }}{{FeatureSection | ||
| + | |featureheading=Outbound for agents | ||
| + | |relatedapps=Agent Workspace | ||
| + | |users=Agents | ||
| + | |description=Agents use Agent Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses. | ||
| + | |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound}} | ||
| + | |||
| + | {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice calls}} | ||
}} | }} | ||
| − | |||
}} | }} | ||
Latest revision as of 19:20, July 28, 2022
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:
What Outbound does[edit source]
Use CX Contact (the Genesys Multicloud CX 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]
Campaign management
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.
Outbound for agents
Players: Agents
Actions: Agents use Agent Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
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