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. Outbound Voice is fully integrated with the CIM Platform and other key outbound applications such as Outbound IVR and comprehensive analytics and reporting.


Benefits of Outbound Voice

  • 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.
  • Leverage real-time data to increase the hit ratio of campaigns.
  • Maximize agent productivity and reduce cost of outbound campaigns.
  • Optimize agent resources by playing IVR announcement to a live person or when an answering machine is detected.
Nova Terra Outbound Voice

Features

  • Multi-site - 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.
  • Multiple Dialing Mode - 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.
  • Intelligent Routing - Intelligently routes outbound calls to the appropriate agent resource to ensure a successful communication experience.
  • Call Blending - 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.