CE39 - Titles and Canonical Info
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 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