CE13/Canonical

Important

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

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Omnichannel Notification	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: Customers expect to stay informed with updates sent through their preferred channels such as SMS, email, and voice. Relying on manually sent notifications is inefficient, error-prone and lacks the tools necessary to stay within industry regulations and compliance standards.

Platform Solution: Genesys Ominichannel Notifications empower customers to personalize the information they receive — and define when, where, and how they receive it. As a result, customer satisfaction and loyalty increases because the customer stays informed, while operational costs go down as low-value inbound interactions decrease.

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 Customer Experience
• Head of Customer Service