Genesys Notification Center

Proactively Communicate with Customers

In today’s market where no company can afford to rely on purely reactive inbound communications from customers, forward-looking companies are progressively embracing proactive outbound communications. By anticipating customer needs and keeping them informed along the customer journey, these companies are increasing satisfaction, reducing churn, and building long-term profitable customer relationships.

Outbound is a Key Element of a Modern Contact Center

A key element in transforming your customer communications is seeking holistic contact center solutions from a single, best-in-suite vendor that seamlessly blends communications across inbound and outbound channels and caters to today’s mobile consumer. This frees your contact center from single channel communication silos and lets you reap great rewards from leveraging omnichannel outbound strategies to drive multiple business objectives. For example, you could design some outbound campaigns to drive high-value inbound calls back into the contact center, while also creating other outbound campaigns to deflect avoidable inbound calls by proactively providing information, managing customer expectations, and eliminating a caller’s need to contact the organization.

No matter what your industry, you can likely benefit from proactive outbound communication. Here are a few industry-specific examples called out by Frost & Sullivan research:

Genesys Notification Center

Financial Services

• New customer engagement • Replenish prepaid card • Telemarketing

• Payment reminders • Card fraud alerts

Telecom

• Payment reminders • Going over plan alerts • Upgrade eligibility • Customer win back • Customer surveys Healthcare • Appointment confirmations • Payment reminders • Wellness updates • Refill prescriptions • Claim status updates Retail

• Sales alerts

• Order confirmations • Product recalls

• Loyalty program activity • Customer surveys

Insurance

• Quote follow-up • Telemarketing • Payment reminders • Claims status updates • Renewal notice

Utilities

• Service call confirmation • Cross-sell new services • Planned downtime • Outage status • Payment reminders Benefits

Optimize Campaign Results: • Increase contact and

response rates

• Decrease inbound call volumes • Drive high-value inbound calls Simplify Compliance:

• Self-service rules builder • Create dynamic campaigns • Integrated opt-in program Improve the Customer Experience:

• Deliver timely, relevant, and personalized messages • Communicate over preferred

channels

Critical Components of an Outbound Solution

There are multiple components to a comprehensive outbound strategy, including:

• Leverage multiple outbound channels

• Coordinate outbound communications across channels

• Create contact strategies with easy-to-use list and campaign management tools

• Simplify compliance with dynamic self-service rules builder

• Capture and maintain customer preferences with integrated opt-in program

• Improve campaign performance with integrated analytics

Leverage Multiple Outbound Channels

Genesys offers the deepest breadth of natively integrated outbound channels via a single platform, including:

• Voice: Outbound IVR and alert messaging

• Text: SMS and MMS text messaging

• Email: Personalized and dynamic content

• Mobile Webpages: Dynamic content, including forms and data capture

• Passbook: Displays coupons, passes, and loyalty cards on a mobile device

• Push Notifications: Direct messaging to smartphone and tablet applications

You can expand the Genesys Notification Center to seamlessly integrate the Genesys Dialer for agent-driven outbound phone calls.

Coordinate Outbound Communications Across Channels

You can strategically coordinate multiple communications channels as part of an integrated omnichannel customer engagement strategy. This improves campaign reach and

performance as well as the customer experience by contacting individuals at the right time, with the right message, via their preferred channels.

• Escalation: Campaigns that initiate outreach in one channel and then expand to another channel if no response is received

• Blending: Strategy to leverage more than one channel as part of a single customer dialog, such as scheduling a service call via phone and then sending a text-based reminder one day before the scheduled appointment

Easy-to-Use List Management and

Campaign Management Tools

You can dynamically create, monitor, and tune

integrated multi-channel outbound contact strategies with self-service list management and campaign management capabilities. The easy-to-use interface lets you:

• Segment contacts

• Apply filters

• Define channels

• Determine landline versus mobile treatments

• Manage outbound pacing

• Monitor campaign progress, health, and results

@

###

EMAIL VOICE

TEXT

DIALER MOBILE WEB

Automate Outbound Notifications to Lower Cost and Improve

the Customer Experience

The ability to send automated communications enables your organization to become proactive customer advocates without tying up costly agents. Many mission-critical business processes – such as fraud alerts, order confirmations, outage notifications, appointment reminders, bill payments, retail promotions, and customer surveys – are efficiently handled by delivering automated communications, resulting in significant cost savings for you and convenience for customers.

The Genesys Notification Center lets you send timely and personalized alerts, notifications, confirmations, reminders, and surveys to customers over their preferred channels. When you can manage customer expectations, resolve issues, and keep them informed in this manner, you can preempt inbound calls, increase customer satisfaction, reduce churn, and drive incremental revenue opportunities. Additional efficiencies are achieved by enabling customers to complete transactions through automated payment options, and if the customer wishes to speak with an agent at any point during a self-service interaction, Genesys provides a clear path for the customer to escalate themselves to a live agent.

Expandable – Ability to Add Outbound Agent Calling At Any Time

The Genesys Notification Center can be upgraded at any point to include agent-driven outbound phone calls. There are many situations where you want your agents spending their time on the phone talking with customers such as telemarketing, customer win-back, market research, and collections calls. Genesys offers a tightly integrated outbound dialing solution that maximizes agent utilization and reduces call abandonments, enabling you to efficiently connect live contacts with contact center agents to drive improved campaign results. The Genesys outbound dialer offers multiple dialing modes to accommodate a variety of calling strategies and situations, including predictive, preview, progressive, and manual dialing. Genesys can also blend inbound and outbound calls to either to a single dedicated agent group or to the entire population of agents to further improve agent utilization, reduce overall call wait times, and smooth overall call volume.

Leverage Mobile Channels to Maximize Response Rates and Lower

Customer Effort

Genesys Simplifies Compliance with Dynamic Self-Service Rules Builder

You can easily customize outbound campaigns with granular control to meet evolving regulatory requirements and business policies, with the focus on protecting the customer experience. User-friendly and roles-based self-service tools let you quickly create, deploy, modify, and audit outbound campaigns that comply with requirements and policies regarding when, how frequently, and which channels are used to contact consumers.

In addition to a very easy-to-use self-service rules builder, the included suite of compliance tools includes automated suppression lists, identification of mobile numbers in your contact list, the ability to define safe contact windows, landline versus mobile treatment strategies, audit reports, and more. For example, your organization can easily define the maximum number of outbound contact attempts across channels for a specified timeframe, as well as set “do not contact” dates, or exclude consumers in a certain geographic location when a natural disaster hits.

Integrated Opt-in Program to Capture and Maintain

Customer Preferences

Capturing customer opt-in has rapidly become a critical extension of outbound campaigns. For starters, a growing number of regulations in many countries require organizations to obtain consumer consent before sending certain types of communications over specific outbound channels. Honoring opt-in requests also helps improve the customer experience and campaign results by ensuring that messages you send are in line with customer channel preferences.

Genesys offers an integrated customer opt-in program that will not only help you maximize the size of your opt-in database, but also makes the ongoing management significantly less complex than attempting to maintain it in-house by providing automated opt-out processes, removing contacts from your opt-in database when appropriate, and seamlessly integrating into your outbound campaigns.

AVOID

contacting ineligible numbers

ENSURE

agents adhere to requirements

MANAGE

customer opt-in database

CONTROL

contact frequency

TRACK

consumer mobility & phone portability

COMPLIANCE

Genesys provides a suite of compliance controls that enables clients to create custom outbound campaigns.

KEY FEATURES

• On-premises, cloud, and hybrid deployment options

• Integrated inbound/outbound or standalone outbound solution • Outbound IVR, alert messaging,

SMS/MMS text, and email • Push notifications, Passbook, and

mobile webpages

• Ability to add the Genesys Dialer for agent calling

• Cross-channel escalation and blending strategies

• Closed-loop agent follow-up • Automated rules engine • Self-service list and campaign

management

• Self-service compliance controls • Global connectivity

• Integrated opt-in program • Historical and on-demand

reporting

• Integrated campaign analytics • Desktop integrations to CRM

including SFDC

• Platform integrations via API or CTI Connect

• Payment processor integrations • Proactively notify, engage, and

service customers

Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be trademarks or registered trademarks of their respective holders. © 2015 Genesys. All rights reserved.

Corporate Headquarters2001 Junipero Serra Blvd., Daly City, CA 94014 USA Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com

About Genesys

Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day.

Visit us at www.genesys.com or call us at +1.888.436.3797

Improve Campaign Performance with Integrated Analytics

Having the right data and insight at your fingertips can be the difference between successful and suboptimal campaign performance. Take your outbound campaigns to the next level with integrated Genesys analytics. Detailed reporting and monitoring provides deep insight into a campaign’s effectiveness and delivers real-time and actionable business intelligence to improve response rates, reduce communications costs, and increase campaign ROI.

Genesys Provides Outbound Expertise Throughout the Customer

Lifecycle and Around the Globe

Many vendors lack the deep industry expertise that is invaluable when creating effective outbound contact strategies. The Genesys staff leverages best practices, first-hand industry experience, and in-country expertise to ensure you leverage the full potential of our technology across the complete customer lifecycle – from customer service to marketing to collecting payments.

Customer Service and Support

Anticipate customer needs, proactively solve issues, and build lifelong customer relationships. Genesys offers many flavors of outbound contact strategies to engage customers and supply them with relevant and timely information such as appointment confirmations, fraud alerts, service outage notifications, card activation reminders, and customer surveys. Common strategies include blending outbound communications across multiple preferred channels and closing-the-loop with unhappy customers in real time, resulting in an improved the customer experience, timely communications about customer needs, reduced customer churn, and a reduction in unnecessary inbound calls. Marketing and Sales

Maximize the effectiveness of your sales and marketing campaigns. Genesys delivers a range of telemarketing and automated outbound communications to engage with consumers that increase contact center efficiency and drive revenue. We also offer the ability to expand marketing channels by utilizing advanced mobile marketing techniques such as push notifications and Passbook. Acquire, up-sell and win back customers, drive product usage, boost activations, increase customer loyalty – all with one unified solution. Payments and Collections