Genesys 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. These include reminders that reduce operating costs and boost revenues, such as appointment reminders and shipment notifications, as well as important service notifications with power disruption updates, emergency information, and fraud detection awareness.
Genesys Proactive Contact is tightly integrated with the industry leading Genesys Voice Platform (GVP) solution to automate transactions with touch tone or speech capabilities, handling them in most cases without human resources. These transactions include flight re-bookings, subscription and prescription renewals, and many others that require customer interaction. As part of the comprehensive Genesys suite, Proactive Contact supports a range of contact centre channels including voice, e-mail, and SMS text — including the ability for customers to speak with an appropriately skilled live agent, if necessary.
Advantages:
- 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 centre environment without duplicating hardware at remote sites
Features:
- Leverages Genesys’ market-leading Customer Interaction Management Platform and Genesys Voice Platform IVR (interactive voice response) to deliver automated and interactive voice, e-mail, and SMS text notifications.
- Features easy list import and management, list optimisation, and choice of voice, e-mail or SMS notification channels. Voice notifications can be highly interactive and offer seamless transfer to live agents.
- Facilitates rapid deployment by integrating with Customer Relationship Management (CRM) systems such as Siebel, Microsoft, and SAP through Genesys GPlus adaptors.
- Integrates with Enterprise Resource Planning (ERP) systems, such as SAP, through Genesys GPlus Adapters, or Data Warehouses or Operational Data Sources (ODS) and Business Process Management (BPM)/Workflow applications through Genesys Third-Party Media adapters or custom integration.
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