Genesys Outbound

Genesys Outbound Voice enables customer contact centers to create, modify, run and report on voice and multimedia outbound campaigns for proactive contact, telemarketing, debt collections and other customer communications. Genesys Outbound Voice maximizes contact center productivity and increases customer satisfaction.

Integrated into the Genesys product suite, Genesys Outbound Voice automates customer outreach via voice, e-mail and SMS. Genesys Outbound Voice easily integrates with Customer Relationship Management applications and corporate databases to create campaign lists. All campaign lists are dynamic and customer records can be easily added to the lists at any time. Genesys Outbound Voice maximizes agent productivity by automating dialing and call detection and connecting agents only to live calls.

Genesys Outbound Voice provides proactive customer care which reduces costs, increases contact center efficiency and improves customer satisfaction. Genesys Outbound Voice helps companies manage the complete customer life-cycle, from acquisition to retention and customer win-back.

• Increase customer outreach at a low costs with predictive and progressive dialing
• Increase revenue of outbound telemarketing campaigns by tapping customer data to reach the right customers
• Contact customers through a choice of channels: Voice, e-mail or SMS
• Reduce costs with Genesys Gplus adapters that integrate Outbound Voice with major CRM applications
• Optimize customer service levels and agent productivity with sophisticated inbound and outbound blending
• Maximize agent effectiveness with available Genesys Agent Scripting
• Benefit from an open, scalable, proactive customer care software solution that accommodates growth and expansion

"With Genesys Outbound Solution, we managed to increase productivity by more than 75% and increase collections revenue by more than 65%. I believe the software paid itself off within two months of operation."
Helen Duckworth, Call Center Manager, Government Agency, New Zealand

"Contact centers are showing their preference towards installing a unified solution that can seamlessly integrate all the customer interaction channels into one single platform from a single vendor... the market for standalone outbound dialing solutions will gradually decline."
Frost & Sullivan, World Outbound Dialing Markets, February 2004