Genesys Outbound Voice

Genesys Outbound Voice automates customer outreach, helping your organization become more productive and cost-effective.  It enables customer contact centers to proactively manage multi-channel campaigns for voice, e-mail, SMS, and blended outbound campaigns for proactive customer communications, telemarketing, and debt collections. Genesys Outbound Voice is fully integrated with the Genesys CIM Platform and other key outbound applications such as Outbound IVR and comprehensive analytics and reporting.  It features robust campaign management and integrates easily with Customer Relationship Management (CRM) applications and corporate databases to create dynamic campaign lists, to which customer records can be easily added. Genesys Outbound Voice maximizes contact center productivity and increases customer satisfaction.

Advantages: 

• Increase the revenue of outbound campaigns by tapping customer data to reach the right customers
• Increase customer satisfaction by proactively addressing customer needs
• Increase customer outreach at low cost with multiple dialing modes including predictive and progressive dialing
• Enable customer service contact through a choice of channels: voice, SMS, e-mail, or outbound IVR
• Better manage the complete customer lifecycle
• Benefit from an open, scalable, proactive customer care software solution
• Execute campaigns in a virtual contact center environment without duplicating hardware at remote sites

Features:

Genesys Outbound Voice is a powerful, proven solution deployed worldwide to drive a wide range of proactive customer communication, including customer care, across industries such as financial services, healthcare, debt collection, telecommunication, and others. Genesys Outbound Voice is an all software solution that is tightly integrated with the Genesys SIP architecture and the Genesys Customer Interaction Management (CIM) platform. This proactive customer service solution can co-exist within multi-vendor environments and support a variety of PBX/ACD switches, best-of-breed call progress detection providers, and a variety of operational modes designed to meet the needs of any proactive customer service situation. The Genesys Outbound Voice solution:

• Features SIP architecture with tight integration across channels to support SIP, TDM, and hybrid (TDM and SIP) operational configurations
• Operates as a true virtual solution supporting campus, multi-site and remote contact centers, as well as home-based agents with central or distributed management capabilities
• Provides multiple proactive dialing modes to meet varied campaign demands including predictive, progressive, preview, and push preview
• Uses business rules as well as advanced campaign logic to automate why, when, and how a customer communication is initiated and launched
• Gathers relevant information from back-end data or workflow to provide a rich context for proactive communication
• Intelligently routes outbound calls to the appropriate agent resource to ensure a successful communication experience
• Provides superior call blending that prioritizes inbound calls and flattens peak calling times, enabling your company to meet service level objectives by routing calls to blended agents
• Offers Genesys SIP-based Call Progress Detection (CPD) as well as support for best-of-breed CPD and switch-based CPD for flexibility and solution choice
• Is tightly integrated with Genesys Proactive Contact, an outbound IVR solution that operates with the Genesys Voice Platform (GVP)
• Is certified by an independent laboratory as fully compliant with all international Do Not Call and other regulatory compliance rules
• Provides fully integrated real-time and historical reporting and analytics