Genesys Outbound Contact

Genesys Outbound Contact gathers customer data from host systems or corporate databases, then places outbound calls and connects callers to agents. Agent resources are expensive, and anything that automates mundane or routine tasks provides a return on investment. Outbound dialing improves efficiency by automating the dialing and call progress detection so that an agent is only required in the most critical part of the call – when a customer is connected. Outbound Contact also intelligently uses customer data to ensure that campaigns are contacting the right customers, not just a large number of customers.

The key business issues are:

•Reducing the cost of outbound interactions by automating as much as possible
•Targeting the right customers, thereby increasing the success rate of calls
•Building customer loyalty by anticipating needs and communicating with customers proactively
•Adhering to federal and state regulations for telemarketing

Outbound Contact provides automated functionality that allows switches or other hardware to place calls and handle call progress detection. This increases efficiency by saving agents dialing time and maximizing customer contact time. Additionally Genesys’ predictive dialing can run with three different pacing optimization parameters (factors that maximize the rate and efficiency of your campaign):

• Overdial Rate allows you to set the acceptable percentage of calls connected with no agent available.
• Agent Busy Factor enables you to specify the percentage of time an agent spends occupied.
• Average Wait Time allows you to base the dialing rate on the current average waiting time (the time when an agent is in ready status but not on a call).

In the predictive or progressive dialing modes, Genesys works with call progress detection hardware to determine if a (potential) customer is on the phone. When a customer is on the phone, the call will be delivered to an agent. When a customer is not on the line, the call can be dropped. This helps ensure only successful calls are delivered to agents.

The components that enable outbound calling with Genesys are collectively known as Genesys Outbound Contact. When you use Outbound Contact, it is useful to know the terminology and definitions Genesys uses.

The following outbound terms will be introduced:
• Calling list
• Records, formats, fields
• Dialing modes
• Predictive, progressive, preview
• Call progress detection
• Treatments
• Campaign

Outbound Contact provides several ways to control and manage calling lists:

•Lists can be imported and exported in the Genesys environment. Lists can also be appended to other lists.

•Treatments can be provided and maintained. Example: When a customer is called at their house and no one answers, the call can be rescheduled or a call can be placed to their business phone.

•Filters may be applied to calling lists to limit the criteria for customer selection. A filter defines the restrictive conditions for the contacts to be dialed by the campaign.Example: If a company has to recall a product, they can filter an existing customer calling list to contact just the customers who have purchased the product.