Genesys Outbound Engagement Center

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1 Genesys Outbound Engagement Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Maximize Agent Productivity: Increase agent talk-time with patented call pacing Blend inbound and outbound calls to single agent group Simplify Compliance: Self-service rules builder Create dynamic campaigns Integrated opt-in program Proactively Communicate with Customers In today s market where no company can afford to rely on purely reactive inbound communications from customers, forward-looking companies are progressively embracing proactive outbound communications. By anticipating customer needs and keeping them informed along the customer journey, these companies are increasing satisfaction, reducing churn, and building long-term profitable customer relationships. Outbound is a Key Element of a Modern Contact Center A key element in transforming your customer communications is seeking holistic contact center solutions from a single, best-in-suite vendor that seamlessly blends communications across inbound and outbound channels and caters to today s mobile consumer. This frees your contact center from single channel communication silos and lets you reap great rewards from leveraging omnichannel outbound strategies to drive multiple business objectives. For example, you could design some outbound campaigns to drive high-value inbound calls back into the contact center, while also creating other outbound campaigns to deflect avoidable inbound calls by proactively providing information, managing customer expectations, and eliminating a caller s need to contact the organization. No matter what your industry, you can likely benefit from proactive outbound communication. Here are a few industry-specific examples called out by Frost & Sullivan research. Improve the Customer Experience: Deliver timely, relevant, and personalized messages Communicate over preferred channels Proactively solve issues and set customer expectations Financial Services New customer engagement Replenish prepaid card Telemarketing Card fraud alerts Retail Sales alerts Order confirmations Product recalls Loyalty program activity Customer surveys Telecom Going over plan alerts Upgrade eligibility Customer win back Customer surveys Insurance Quote follow-up Telemarketing Claims status updates Renewal notice Healthcare Appointment confirmations Wellness updates Refill prescriptions Claim status updates Utilities Service call confirmation Cross-sell new services Planned downtime Outage status

2 Genesys Outbound Engagement Center / page 2 Critical Components of an Outbound Solution There are multiple components to a comprehensive outbound strategy, including: Leverage multiple outbound channels Coordinate outbound communications across channels Create contact strategies with easy-to-use list and campaign management tools Simplify compliance with dynamic self-service rules builder Capture and maintain customer preferences with integrated opt-in program Improve campaign and agent performance with integrated analytics Leverage Multiple Outbound Channels With Genesys, you gain the advantage of the deepest breadth of natively integrated outbound channels via a single platform for both agent-assisted and automated communications, including: Voice: Outbound IVR and alert messaging Dialer: Agent calling via predictive, preview, progressive, and manual dialing Text: Interactive and one-way SMS and MMS text messaging Personalized and dynamic content Mobile Webpages: Dynamic content, including forms and data capture Passbook: Displays coupons, passes, and loyalty cards on a mobile device Push Notifications: Direct messaging to smartphone and tablet applications Coordinate Outbound Communications Across Channels You can strategically coordinate multiple communications channels as part of an integrated omnichannel customer engagement strategy. This improves campaign reach and performance as well as the customer experience by contacting individuals at the right time, with the right message, via their preferred channels. Escalation: Campaigns that initiate outreach in one channel and then expand to another channel if no response is received Blending: Strategy to leverage more than one channel as part of a single customer dialog, such as scheduling a service call via phone and then sending a text-based reminder one day before the scheduled appointment Easy-to-Use List Management and Campaign Management Tools You can dynamically create, monitor, and tune integrated multi-channel outbound contact strategies with self-service list management and campaign management capabilities. The easy-to-use interface lets you: Segment contacts Apply filters Define channels Determine landline versus mobile treatments Manage outbound pacing Monitor campaign progress, health, and results DIALER TEXT ### MOBILE WEB PUSH & PASSBOOK

3 Genesys Outbound Engagement Center / page 3 Both Automated and Agent-Assisted Outbound Communications The Genesys Outbound Engagement Center is a holistic outbound solution that spans both automated and agent-driven outbound communications channels to optimize campaign results and improve customer satisfaction. Automate Outbound Notifications to Lower Costs and Improve the Customer Experience The ability to send automated communications enables you to become proactive customer advocates without tying up costly agents. Many mission-critical business processes such as fraud alerts, order confirmations, outage notifications, appointment reminders, bill payments, retail promotions, and customer surveys are efficiently handled by delivering automated communications, resulting in significant cost savings to the enterprise and convenience to customers. The Genesys Outbound Engagement Center helps you to send timely and personalized alerts, notifications, confirmations, reminders, and surveys to customers over their preferred channels. When you can manage customer expectations, resolve issues, and keep them informed in this manner, you can preempt inbound calls, increase customer satisfaction, reduce churn, and drive incremental revenue opportunities. Achieve additional efficiencies by enabling customers to complete transactions through automated payment options, and if the customer wishes to speak with an agent at any point during a self-service interaction, Genesys provides a clear path for the customer to escalate themselves to a live agent. Maximizing Agent Productivity to Improve Campaign Results There are many situations where you want your agents spending their time on the phone talking with customers, such as telemarketing, customer win-back, market research, and collections calls. Genesys Outbound Engagement Center provides an innovative and tightly integrated outbound dialing solution that maximizes agent utilization and reduces call abandonments, enabling you to efficiently connect live contacts with contact center agents to drive improved campaign results. The Genesys outbound dialer offers multiple dialing modes to accommodate a variety of calling strategies and situations, including: Predictive dialing: Calls are automatically paced to match anticipated agent availability Progressive dialing: Phone number is not automatically dialed until an agent is available Preview dialing: Customer information is presented to an agent before they initiate the call Manual dialing: Calls are manually dialed by contact center agents Genesys deploys patented predictive pacing algorithms which are proven to outperform other vendor solutions to accurately predict agent availability, optimally pace outbound calls, and filter out unproductive calls including voice mails, busy signals, and disconnected numbers. For contact centers still relying heavily on manual dialing, this delivers huge productivity gains by freeing agents from manually dialing calls themselves and automatically connecting them with consumers to better utilize agent time and drive revenue. The Genesys Outbound Engagement Center also supports blended agents to further improve contact center efficiency. Blend inbound and outbound calls to either to a single dedicated agent group or to the entire population of agents to increase agent utilization, reduce overall call wait times, and smooth overall call volume. Your contact center agents can also utilize text messaging and to send on-demand messages to consumers during a call or as a way to start a conversation.

4 Genesys Outbound Engagement Center / page 4 KEY FEATURES On-premises, cloud, and hybrid deployment options Integrated inbound/outbound or standalone outbound solution Predictive, preview, and progressive dialing Outbound IVR, alert messaging, SMS/MMS text, and Push notifications, Passbook, and mobile webpages Cross-channel escalation and blending strategies Closed-loop agent follow-up Automated rules engine Self-service list and campaign management Self-service compliance controls Supports blended agents Global connectivity Integrated opt-in program Historical and on-demand reporting Integrated campaign and speech/text analytics Desktop integrations to CRM including SFDC Platform integrations via API or CTI Connect Payment processor integrations Minimize customer hold times and routing delays Proactively notify, engage, and service customers Send timely, relevant, and personalized communications Genesys Simplifies Compliance with Dynamic Self-Service Rules Builder Your organization can easily customize outbound campaigns with granular control to meet evolving regulatory requirements and business policies, with the focus on protecting the customer experience. User-friendly and roles-based self-service tools let you quickly create, deploy, modify, and audit outbound campaigns that comply with requirements and policies regarding when, how frequently, and which channels are used to contact consumers. In addition to a very easy-to-use self-service rules builder, the included suite of compliance tools includes automated suppression lists, identification of mobile numbers in your contact list, the ability to define safe contact windows, landline versus mobile treatment strategies, audit reports, and more. For example, your organization can easily define the maximum number of outbound contact attempts across channels for a specified timeframe, as well as set do not contact dates, or exclude consumers in a certain geographic location when a natural disaster hits. ENSURE agents adhere to requirements MANAGE customer opt-in database AVOID contacting ineligible numbers COMPLIANCE CONTROL contact frequency TRACK consumer mobility & phone portability Genesys provides a suite of compliance controls that enables clients to create custom outbound campaigns. Integrated Opt-in Program to Capture and Maintain Customer Preferences Capturing customer opt-in has rapidly become a critical extension of outbound campaigns. For starters, a growing number of regulations in many countries require organizations to obtain consumer consent before sending certain types of communications over specific outbound channels. Honoring opt-in requests also helps improve the customer experience and campaign results by ensuring that messages you send are in line with customer channel preferences. Genesys offers an integrated customer opt-in program that will not only help you maximize the size of your opt-in database, but also makes the ongoing management significantly less complex than attempting to maintain it in-house by providing automated opt-out processes, removing contacts from your opt-in database when appropriate, and seamlessly integrating into your outbound campaigns.

5 Genesys Outbound Engagement Center / page 5 Improve Campaign and Agent Performance with Integrated Analytics Having the right data and insight at your fingertips can be the difference between successful and suboptimal campaign performance. Take your outbound campaigns to the next level with integrated Genesys campaign analytics and speech and text analytics. Campaign Analytics: Detailed reporting and monitoring provides deep insight into a campaign s effectiveness and delivers real-time and actionable business intelligence to improve response rates and increase campaign ROI Speech and Text Analytics: Provides a cost-effective and systematic way to evaluate agents, improve compliance, identify trends, and ultimately provide a better customer experience Genesys Provides Outbound Expertise Throughout the Customer Lifecycle and Around the Globe Many vendors lack the deep industry expertise that is invaluable when creating effective outbound contact strategies. The Genesys staff leverages best practices, first-hand industry experience, and in-country expertise to ensure you leverage the full potential of our technology across the complete customer lifecycle from customer service to marketing to collecting payments. Customer Service and Support Anticipate customer needs, proactively solve issues, and build lifelong customer relationships. Genesys offers many flavors of outbound contact strategies to engage customers and supply them with relevant and timely information such as appointment confirmations, fraud alerts, service outage notifications, card activation reminders, and customer surveys. Common strategies include blending outbound communications across multiple preferred channels and closing-the-loop with unhappy customers in real time, resulting in an improved the customer experience, timely communications about customer needs, reduced customer churn, and a reduction in unnecessary inbound calls. Marketing and Sales Maximize the effectiveness of your sales and marketing campaigns. Genesys delivers a range of telemarketing and automated outbound communications to engage with consumers that increase contact center efficiency, agent utilization, and drive revenue. We also offer the ability to expand marketing channels by utilizing advanced mobile marketing techniques such as push notifications and Passbook. Acquire, upsell and win back customers, drive product usage, boost activations, increase customer loyalty all with one unified solution. Payments and Collections Maximize debt collections by increasing contact rates and improving agent productivity. Genesys enables sophisticated and compliant collections strategies that allow first-party collection organizations and third-party collection agencies to collect payments and recover debt more efficiently with best-in-class dialing capabilities, patented predictive pacing, inbound/outbound call blending, and self-service compliance tools. Additionally, for first-party collections, Genesys provides cutting-edge cross-channel communications capabilities that let organizations leverage the mobile device to maximize contacts and provide self-service automated payment systems via the voice, text, and mobile web channels. About Genesys Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at or call us at Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA USA Tel: Fax: Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be trademarks or registered trademarks of their respective holders Genesys. All rights reserved.

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