Genesys Proactive Contact

Genesys Proactive Contact leverages Genesys’ market leading Customer Interaction Management Platform and Genesys Voice Platform to deliver automated multimedia, interactive notifications.

Genesys Proactive Contact features easy list import and management, list optimization, and choice of notification channel (voice, e-mail or Short Message Service (SMS) messages). Voice notifications can be highly interactive and can easily offer seamless transfer to live agents.

To facilitate rapid deployment, Genesys Proactive Contact integrates with:

• Customer Relationship Management (CRM) systems such as Siebel, Microsoft, Peoplesoft and SAP through Genesys GPlus adapters
• Enterprise Resource Planning (ERP) systems such as SAP through Genesys GPlus adapters
• Data Warehouses or Operational Data Sources (ODS) and Business Process Management (BPM)/Workflow applications through Genesys Open Media adapters or custom integration

Genesys Proactive Contact allows companies to contact customers before they contact you. By proactively contacting customers with appointment reminders, repair status, urgent notifications or other matters companies improve customer service and decrease inbound call volumes and associated agent costs. Proactive Contact also lowers telemarketing costs by allowing customers to complete sales transactions within the IVR.

With Genesys Proactive Contact, enterprises can:

• Provide personal, relevant information in a timely manner to pre-empt inbound interactions
• Automate outbound notifications previously made by live agents
• Reduce high-volume inbound interactions through anticipatory contacts
• Increase revenues with interactive outbound sales campaigns that don’t require expensive, live agents

"(With Genesys Proactive Contact Solution), we’ve definitely been able to help our customers and also help ourselves meet our service goals.”
Lori O’Keefe
Customer Care Supervisor,
Tampa Electric Company

"Proactive customer contacts can be a cost-effective complement to traditional
inbound customer service contact center activities. This type of contact can also generate goodwill among your customers and reduce the overall cost per call."
Gartner Research, ID Number: G00133594, December 2005

Read success stories and press releases from other Genesys customers.