Proactive Contact
Today, every enterprise wants to achieve competitive differentiation through quality customer service. With Genesys Proactive contact, enterprises have an effective low-cost way to achieve differentiation by engaging customers through relevant reminders or notifications that enhance their daily life. Proactive Contact software gives contact centers the capabilities they need to preview, initiate, and track outbound communications. It offers superior predictive dialing and voice-detection capabilities that drive significant savings by optimizing calls to desired service levels and reducing agent idle time; effectiveness tools that give agents personal ownership of selected accounts; and other tools to optimize productivity and deliver outstanding customer service.
Genesys Proactive Contact delivers personalized, automated communications through a combination of Voice, E-mail, and Text by bringing multi-channel proactive interactions and voice self-service together. Genesys Proactive Contact improves agent productivity, drives new sources of revenue, and increases customer satisfaction.
Benefits of Proactive Contact
- Helps businesses gain significant cost savings, tap into additional sources of revenue, and improve customer satisfaction by providing the latest in advanced outbound IVR systems.
- 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.
- Improving efficiency through communications
- Appointment Reminders
Features
- Leverages Genesys' market-leading Customer Interaction Management Platform and Genesys Voice Platform IVR to deliver automated and interactive voice, e-mail, and SMS text notifications.
- Features easy list import and management, notifications based on events or business rules, and a choice of voice, e-mail, or SMS notification channels.
- Flexible and low-cost operation is facilitated by Genesys Proactive Contact's SIP-based architecture that supports consistent operation and integration across all channels including inbound, outbound voice, IVR, SMS, and e-mail.