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Outbound Contact

Outbound Contact is an automated system for creating, modifying, running, and reporting on outbound campaigns for proactive customer contact. Outbound Contact Server (OCS) provides automated dialing and call-progress detection, so that an agent is required only when a customer is connected. OCS also intelligently uses customer data to ensure that campaigns are contacting the right customers, not just a large number of customers.

Outbound Contact and Call Progress Detection fall under the Customer Engagement Outbound solution of the PureEngage offering.

Important
The PDF versions of the 8.1 Deployment Guide and Reference Manual are no longer updated. For the latest changes and corrections, please see the online versions.

Release Notes

Documentation

Outbound Contact 8.1.5 Deployment Guide

Use this guide to install and configure components and applications used to run Outbound Contact.

Outbound Contact 8.1.5 Reference Manual

Use this guide to find reference information used to configure and install Outbound Contact.

Outbound Contact 8.1.5 Performance Testing Results

This document contains OCS 8.1.5 performance testing and sizing results.

Outbound Contact 8.1.2 Deployment Guide

Use this guide to install and configure components and applications used to run OCS 8.1.2.

Readmes and Advisories

Release Notes

Documentation

Outbound Contact 8.0 Deployment Guide

Use this guide to install and configure components and applications used to run Outbound Contact.

Outbound Contact 8.0 Reference Manual

Use this guide to find reference information used to configure and install Outbound Contact.

Genesys Proactive Contact 8.0 Solution Guide

Use this to configure a solution with GVP 8.1.1, Outbound Contact 8.0, and SIP Server 8.0.

Readmes and Advisories

Release Notes

Documentation

Outbound Contact 7.6 Deployment Guide

Use this guide to install and configure components and applications used to run Outbound Contact.

Outbound Contact 7.6 Reference Manual

Use this guide to find reference information used to configure and install Outbound Contact.

Outbound Contact 7.6 Help

Use this guide to find information about how to use OCS.

Genesys Proactive Routing 7.6 Solution Guide

Use this document for information on how to configure a proactive routing solution, that relies on Outbound Contact, Universal Routing, Multimedia (now called eServices), and Genesys Desktop.

Genesys Proactive Contact 7.6 Solution Guide

Use this document for information on how to configure a proactive contact solution, that relies on Genesys Voice Platform, Outbound Contact, and Genesys Studio.

International Release Notes

Readme and Advisories

Outbound Contact Videos

Click on any of these excerpts from full-length Genesys University training videos:

What is Outbound?

Calling Lists and
Campaign Groups

Operating
Calling Lists

Outbound and
Proactive Contact

Callflow Diagram

Seizing Demystified,
Progressive vs. Predictive

Did you like these? Click here to view more Genesys videos!

This page was last modified on October 9, 2018, at 12:41.