CE13 - 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 Omnichannel Notification |
Use multiple channels to notify customers |
Customer Engagement |
Outbound |
No draft |
Canonical Information
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
- Campaign strategy defined for new automated outbound 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 sends first communication 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
- Chief Digital Officer
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
Pain Points (Business Context)
Desired State - How to Fix It