Difference between revisions of "CE15/Canonical"
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{{SMART Canonical | {{SMART Canonical | ||
| + | |PlatformChallenge=Receivables are aging and the number of collections increase. Agents are not effectively utilized for collections as they are spending time chasing down customers or not getting connected. Resourcing costs are increasing at a faster pace than receivables. Overdue payments and collections could be decreased if capabilities for proactive and automated reminders were available. | ||
| + | |PlatformSolution=Automate the collections process contacting customers to remind them about upcoming payment or notify them of a past due amount. Reduce collections costs by proactively engaging customers via their preferred channel. Offer customers convenient options for callback or follow-up to process payment, that in turn optimize agent resources to more valuable collection efforts. | ||
|BuyerPersonas=Contact Center Supervisor / Manager, Head of Collections, Head of Contact Center(s) | |BuyerPersonas=Contact Center Supervisor / Manager, Head of Collections, Head of Contact Center(s) | ||
|QualifyingQuestions=#CHANNELS: What outbound channels are you using - dialer, | |QualifyingQuestions=#CHANNELS: What outbound channels are you using - dialer, | ||
Revision as of 11:27, March 9, 2020
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 Collections |
Accelerate payments collected using multiple channels |
Customer Engagement |
Outbound |
No draft |
Not published |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Receivables are aging and the number of collections increase. Agents are not effectively utilized for collections as they are spending time chasing down customers or not getting connected. Resourcing costs are increasing at a faster pace than receivables. Overdue payments and collections could be decreased if capabilities for proactive and automated reminders were available.
Platform Solution: Automate the collections process contacting customers to remind them about upcoming payment or notify them of a past due amount. Reduce collections costs by proactively engaging customers via their preferred channel. Offer customers convenient options for callback or follow-up to process payment, that in turn optimize agent resources to more valuable collection efforts.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results
High Level Flow
Info needed
Data Sheet Image
Canonical Sales Content
Personas
- Contact Center Supervisor / Manager
- Head of Collections
- Head of Contact Center(s)
Qualifying Questions
- CHANNELS: What outbound channels are you using - dialer,
outbound IVR, email, text messaging?
- VOLUME: How many consumers are in your contact list? How frequently do you contact them?
- Anticipated monthly volume?
- AGENTS: How many outbound agents do you have? What is your agent utilization rate?
- COMPLIANCE: What requirements do you need to comply with?
Pain Points (Business Context)
Desired State - How to Fix It