CE11/Canonical

Important

This information is shared by CE11 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

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	GenesysCloud GenesysEngage-onpremises PureConnect	Edit

Canonical Information

  Edit  

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 result in fewer sales conversions.

Platform Solution: Genesys Outbound Dialer delivers coordinated outreach and creates optimal engagements based on agent availability.  For Sales organizations, it improves the ROI of outbound sales campaigns by efficiently acquiring, upselling, and winning back customers through automated and assisted calling campaigns by using a powerful dialer for voice calls and IVR for voice messaging.

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 Conversion Rates	Conversion 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
Improved Employee Utilization	Ensure that agents are utilized to the fullest extent — not idle, waiting for work.
Reduced Customer Churn	Provide proactive engagements for customer renewals or cross-sell.

High Level Flow

High Level Flow Steps

1. Engagement or campaign strategy defined for new customer contact or outbound sales campaign
2. Strategy includes channels, pacing, escalation, time between contacts, and max contact attempts
3. Contact list provided by organization
4. Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied
5. Company makes first offer/promotion/contact to customer
6. Calls-to-action dependent on the channel used
7. If no response, customer record included in next pass through contact list – Repeat multiple times

Data Sheet Image

Canonical Sales Content

  Edit  

Personas

• Head of Contact Center(s)
• Head of Customer Experience
• Head of Sales
• Head of Sales Operations

Qualifying Questions

1. What outbound channels are you currently using (e.g. dialer, email, text)?
2. What is your monthly volume of Outbound interactions?
3. How often do you reach out to customers/prospects?
4. How many outbound agents do you have?
5. What is the size of your sales rep organization and their utilization rate