CE11 - 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 |
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 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
- Engagement or campaign strategy defined for new customer contact or outbound sales campaign
- Strategy includes 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 Customer Experience
- Head of Sales
- Head of Sales Operations
Qualifying Questions
- What outbound channels are you currently using (e.g. dialer, email, text)?
- What is your monthly volume of Outbound interactions?
- How often do you reach out to customers/prospects?
- How many outbound agents do you have?
- What is the size of your sales rep organization and their utilization rate
Pain Points (Business Context)
Desired State - How to Fix It