Outbound
Outbound is a customizable cloud-based solution that allows you to set up, monitor, and assess your campaigns.
| ESM application | Genesys Engage cloud application |
|---|---|
| ELC Outbound | Genesys Outbound |
Dialing modes
You can configure a dialing mode based on campaign type, the number of agents available, and any legal requirements that may affect the campaign. If you choose automatic dialing, you can configure either predictive or progressive dialing. If you choose manual dialing, you can use preview dialing. For more information about dialing modes, see Outbound Solutions.
Do not call list
Compliance rules suppress contact attempts. There are two types of compliance rules; contact location rules, which suppress contact attempts based on location and contact attempt rules, which suppress contact attempts based on contact attempt history. For more information about compliance rules, see Compliance.
You can also suppress contact attempts at the campaign level:
- List Exclusion rules can suppress campaign contact attempts based on factors such as location or time zone.
- You can select a contact suppression list to use with a campaign strategy. Suppression lists configured in the campaign strategy become the default for sub-campaigns. However, you can override or disable the default when you create a new sub-campaign.
- You can use contact history as the basis for suppressing contact attempts.If you use contact history suppression as part of the campaign strategy, it becomes the default for sub-campaigns. However, you can override or disable the default when you create a new sub-campaign.
For more information about suppression at the campaign level, see Outbound Solutions.
List and campaign management
You can monitor list and campaign progress on the Campaign page in Account Manager. The List Columns and Attempts sections provide list and contact attempt information you can use to assess your campaign. For more information about list and campaign management, see Outbound Solutions.
Create campaign sequences
You can create campaign sequences by adding sub-campaigns to campaigns. For information about creating and managing campaigns, see Campaigns. For information about creating and managing sub-campaigns, see Sub-campaigns.