CE13/Canonical

Important

This information is shared by CE13 use cases across all offerings.

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• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Omnichannel Notifications	Use multiple channels to notify customers	Customer Engagement	Outbound	No draft	GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Providing proactive service updates or reaching a prospect at the right time with a personalized message using a customer’s preferred channel such as SMS, email, or voice can be a difficult business objective to achieve. Relying on manually sent notifications is inefficient and error-prone, and doesn't provide the tools necessary to stay within industry regulations and compliance standards.

Platform Solution: Genesys Omnichannel Notification empowers customers to personalize the information they receive — and define when, where, and how they receive it. As a result, customer satisfaction and loyalty increase because the customer stays informed, while operational costs go down as low-value inbound interactions decrease. Companies are able to develop multi-wave campaigns that leverage calls, voice messages, emails and text messages.

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	An omnichannel outbound engine improves the number of productive contacts per agent (occupancy) and reduces cost expenditure from under-utilized outbound resources.
Increased Revenue	Close rates, cross-sells and up-sell rates will improve by generating outbound contact through voice, SMS or email and empowering agents with single searchable desktop application that shows customer context across all channels
Reduced Volume of Interactions	Contacting customers proactively via SMS, Email or voice message will reduce the volume of inbound interactions handled by agents

High Level Flow

High Level Flow Steps

1. Campaign strategy defined for new automated outbound campaign...
2. Including 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 sends first communication 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

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Personas

• Chief Digital Officer
• Head of Collections
• Head of Contact Center(s)
• Head of Customer Experience
• Head of Customer Service

Qualifying Questions

1. How effective are the channels you are using?
2. What is your monthly volume of interactions?
3. What is the size of your sales rep organization and their utilization rate?
4. How many consumers are in your contact list? How frequently do you contact them?

Pain Points (Business Context)

• Managing outbound tools/channels within organizational silos and not as an integrated multi-channel strategy
• Difficulty meeting compliance requirements such as limiting outreach to allowable contact windows or excluding mobile numbers without opt-in
• Calls by agents are effective but they are expensive and can lose effectiveness over time
• Low agent utilization due to subpar predictive dialing or an over reliance on manual dialing
• Unable to efficiently pace outbound volume resulting in idle-time or call abandonment inefficiencies
• Low payment rates driven by too many customers either forgetting or deciding to not pay their bill
• Can’t engage customers over their preferred channels.

Desired State - How to Fix It

• Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions. Coordinate outreach using multiple channels to improve contact rates and sales conversions.
• Customers can escalate from self-service to an agent. Self-service campaign management enables business users to create rules and maintain compliance.
• Contact opted in consumers in accordance to their channel preferences (assumes company provides preferences as part of their contact lists). Enable customer to request follow-up callback, text, or email so they can pay at a more convenient time.
• Coordinate payment reminders using multiple channels to improve contact rates and payment rates
• Optimally pace contact attempts while taking the expected impact on inbound/outbound interactions and agent availability into consideration