What does Outbound do?
The Outbound solution is made up of a series of Genesys applications that, when deployed, enable you to seamlessly engage with customers at the right time in the right way. Here are a few common business scenarios:
- Run aggressive sales campaigns – The intelligent predictive dialing algorithm paces calls efficiently enough to minimize both agent idle time and call abandonment.
- Send automated alerts, notifications, or reminders without ever engaging agents – Reduce agent count or allocate agents to higher-value campaigns.
- Run collections campaigns that target high-risk accounts – Manual dialing capabilities enable agents to carefully review high-value customer records in advance of an interaction.
- Run SMS or Email campaigns – Send text message or email alerts to a group of contacts.
- Run multi-channel blended campaigns – Blend channels in one single dialog. For example, schedule a service call by phone, then send a text-based reminder one day before the scheduled appointment.
How does Outbound work?
Outbound is the culmination of several Genesys cloud applications. There are four central stages that make up an Outbound flow:
|Task||Genesys Product||Role||Description||Related Topics|
|Routing configuration||Platform Administration, Agent Setup, Designer||Genesys administrators||Your Genesys representatives use Platform Administration and/or Agent Setup to configure the routing points, agent groups, and virtual queues.
Then, they use Designer to configure voice scripting and call flows.
|Campaign setup||PureEngage Cloud Outbound (Genesys Engage) or CX Contact||Administrators and Managers||You’ll use the campaign management application to configure your outbound campaigns. This is where you’ll do the bulk of the work – choose the dialing modes and pacing options, set up and monitor your campaigns, import contact lists, apply compliance rules, and so on.||
|Call handling||Agent Desktop - Workspace Web Edition||Agents||All interactions between contacts and agents take place via the Agent Desktop - Workspace Web Edition application. The way in which an agent handles an interaction depends on the dialing mode configured for the campaign.||Outbound campaigns|
||Managers||Use Genesys Pulse to access real-time reports and Genesys Interactive Insights for historical reports. Note that this is in addition to the internal reporting capabilities available within Outbound campaign management applications (Engage and CX Contact)||
Note: Depending on the Outbound product used in the solution, Genesys depends on other internal and third-party applications and services that support Outbound functionality from the backend, such as internal servers, SMS aggregators, and compliance services.
For more information:
- CX Contact Solutions Guide
- PureEngage Cloud Outbound Solutions Guide
Who uses Outbound?
Solution-level tasks are typically delegated as follows:
- Routing configuration
- o Products used: Platform Administration, Agent Setup, Designer
- o Role – Genesys representatives handle all of this and then hand it off to the contact center administrator.
- Campaign setup
- o Products used – this depends on the product deployed in the environment – either PureEngage Cloud Outbound or CX Contact
- o Role- Contact center administrators or managers use the application to set up, manage, and monitor outbound campaigns.
- Call handling (for agent-assisted interactions)
- o Products used - Agent Desktop (Workspace Web Edition)
- o Role – Agents
- o Products used – Genesys Pulse, Interactive Insights
- o Role: Contact center managers
Requirements for Outbound
Not sure what to include here, exactly? Should we list:The products included in the solution. Should we list supported browsers?
When you use the PureEngage Cloud Outbound solution, you’ll choose between two campaign management applications – CX Contact and PureEngage Cloud Outbound (this application might also be referred to as Genesys Engage).Key capabilities included in each Outbound product include
- Voice, SMS, and Email channels with the ability to blend channels in a single dialog.
- Intelligent predictive dialers with extensive pacing and optimization parameters that enable you to define dialing priorities (agent busy factor, call abandonment, etc.) based on your business needs.
- List automation capabilities that enable you schedule contact list imports and define subsequent system actions
- Compliance and suppression capabilities mean you can easily restrict contact attempts by date, time, region. You can even customize attempt rules to define your own contact attempt restrictions.
Though the two products offer similar functionality, CX Contact is the newest of the two Outbound applications. It’s built using more modern development principles - as a set of microservices that run in Docker containers, each scalable in N+1 horizontal mode. Each microservice plays a key role in contributing to the Outbound campaign life cycle.
- Campaign Manager – Starts, stops, changes, pauses, resumes campaigns and populates campaign statistics. Validates campaigns for compliance. Manages treatments and dialing filters.
- List Builder - Builds validated contact lists from ingested data files, which are then used in campaigns. Manages suppression lists. Refers to the validation rules that should be applied to contact lists.
- List Manager – Manages the contact lists in CX Contact, supports contact list import, and orchestrates the creation of validated contact lists using the List Builder service.
- Compliance Manager - Manages Pre-dial validation against suppression lists, checks against contact dialing history and other compliance rules.
- Job Scheduler - Schedules jobs to be executed, such as contact list or suppression list builds, such as the building and purging of contact lists and suppression lists.
- Dial Manager - Manage Emails and SMS interactions via Genesys Message Aggregation.
- API Aggregator - Provides the API gateway for all outbound services that can be accessible from the outside world.
(I'm not sure if i need that level of detail. We can discuss)
How to use FeatureX?
Once you’re PureEngage Cloud environment is up and running, go to the Genesys Portal to access your Outbound application.
If you’re using PureEngage Cloud Outbound, you’ll use either Outbound Administration or Outbound, or both. Typically, only administrators access Outbound Administration, which is used to set up accounts, define roles for specific tasks, and apply global settings to all individual accounts. Managers usually get access to the Outbound application to set up and manage campaigns.
If you’re using CX Contact, you’ll access the CX Contact tile from the Genesys Portal.
For information about logging into the Genesys Portal and individual applications, go here.
When you’re logged into the application, you’ll go through a series of tabs that each contain a menu of tasks that relate to one another. Simply run through the options that apply to your campaign and configure them accordingly.
Here are a few links that should help:
- Introducing CX Contact video – walks you through the user interface and describes core functionality.
- CX Contact Help manual
- PureEngage Cloud Help manual