Difference between revisions of "CE39/Canonical"
m (1 revision imported) |
|||
| Line 1: | Line 1: | ||
| − | {{SMART Meta | + | [[File:Example.jpg|thumbnail]]{{SMART Meta |
|SolutionCategory=CE | |SolutionCategory=CE | ||
|Solution=Outbound | |Solution=Outbound | ||
| Line 6: | Line 6: | ||
}} | }} | ||
{{SMART Canonical | {{SMART Canonical | ||
| + | |PlatformChallenge=Dialing for sales outreach is a hard job that requires specialized skills. Low agent utilization due to sub-par dialers, manual dialing, lack of appropriate blending of inbound/outbound, or lack of cross-channel outreach resulting in fewer sales conversions. | ||
| + | |PlatformSolution=Genesys Outbound Dialer delivers coordinated outreach across multiple channels, both automated and agent assisted, and creates optimal engagements based on agent agent availability. | ||
| + | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/412200cf-cfd8-435f-b55f-444126326aba/0 | ||
|BuyerPersonas=Head of Contact Center(s), Head of Operations, Head of Sales | |BuyerPersonas=Head of Contact Center(s), Head of Operations, Head of Sales | ||
|QualifyingQuestions=1. CHANNELS: What outbound channels are you using - dialer, outbound IVR, email, text messaging? Note: this use case support voice only | |QualifyingQuestions=1. CHANNELS: What outbound channels are you using - dialer, outbound IVR, email, text messaging? Note: this use case support voice only | ||
| Line 17: | Line 20: | ||
4. COMPLIANCE: What requirements do you need to comply with? | 4. COMPLIANCE: What requirements do you need to comply with? | ||
| + | }} | ||
| + | {{SMART DataSheetFlow | ||
| + | |Flow=Engagement strategy defined for new customer contact campaign... | ||
| + | }} | ||
| + | {{SMART DataSheetFlow | ||
| + | |Flow=Including channels, pacing, escalation, time between contacts, and max contact attempts | ||
| + | }} | ||
| + | {{SMART DataSheetFlow | ||
| + | |Flow=Contact list provided by organization... | ||
| + | }} | ||
| + | {{SMART DataSheetFlow | ||
| + | |Flow=Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied | ||
| + | }} | ||
| + | {{SMART DataSheetFlow | ||
| + | |Flow=Company makes first offer/promotion / contact to customer | ||
| + | }} | ||
| + | {{SMART DataSheetFlow | ||
| + | |Flow=Calls-to-action dependent on the channel used | ||
| + | }} | ||
| + | {{SMART DataSheetFlow | ||
| + | |Flow=If no response, customer record included in next pass through contact list – Repeat multiple times | ||
| + | }} | ||
| + | {{SMART Benefits | ||
| + | |CanonicalBenefitID=Reduced Customer Churn | ||
| + | |CanonicalBenefit=Provide proactive engagements for customer renewals or cross-sell. | ||
| + | }} | ||
| + | {{SMART Benefits | ||
| + | |CanonicalBenefitID=Increased Revenue | ||
| + | |CanonicalBenefit=mprove the ROI of sales campaigns by more efficiently acquiring & upselling customers | ||
| + | }} | ||
| + | {{SMART Benefits | ||
| + | |CanonicalBenefitID=Improved Employee Utilization | ||
| + | |CanonicalBenefit=Ensure that agents are utilized to the fullest extend — not idle, waiting for work. | ||
}} | }} | ||
Revision as of 15:33, March 20, 2019
Contents
Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys Outbound Dialer |
Improve customer communications with outbound calling |
Customer Engagement |
Outbound |
No draft |
Not published |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Dialing for sales outreach is a hard job that requires specialized skills. Low agent utilization due to sub-par dialers, manual dialing, lack of appropriate blending of inbound/outbound, or lack of cross-channel outreach resulting in fewer sales conversions.
Platform Solution: Genesys Outbound Dialer delivers coordinated outreach across multiple channels, both automated and agent assisted, and creates optimal engagements based on agent agent availability.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:
| Canonical Benefit | Explanation |
|---|---|
| Improved Employee Utilization | Ensure that agents are utilized to the fullest extend — not idle, waiting for work. |
| Increased Revenue | mprove the ROI of sales campaigns by more efficiently acquiring & upselling customers |
| Reduced Customer Churn | Provide proactive engagements for customer renewals or cross-sell. |
High Level Flow
High Level Flow Steps
- Engagement strategy defined for new customer contact campaign...
- Including channels, pacing, escalation, time between contacts, and max contact attempts
- Contact list provided by organization...
- Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied
- Company makes first offer/promotion / contact to customer
- Calls-to-action dependent on the channel used
- If no response, customer record included in next pass through contact list – Repeat multiple times
Data Sheet Image
Canonical Sales Content
Personas
- Head of Contact Center(s)
- Head of Operations
- Head of Sales
Qualifying Questions
1. CHANNELS: What outbound channels are you using - dialer, outbound IVR, email, text messaging? Note: this use case support voice only
2. VOLUME: How many consumers are in your contact list? How frequently do you contact them? Anticipated monthly volume?
3. AGENTS: How many outbound agents do you have? What is your agent utilization rate?
4. COMPLIANCE: What requirements do you need to comply with?
Pain Points (Business Context)
Desired State - How to Fix It