SC-Genesys-Outbound

Genesys Outbound PlatformMarch 28, 2012Author: SmartConnect™Version: 1.0We welcome any inquiries regarding this document, its content, structure or scope. Enquiries shouldbe directed to Santosh SundaramEmail: [email protected]: +91 98195 54265©SmartConnect™. The material contained in this document, including all attachments, is the copyright ofSmartConnect. No part may be reproduced, used or distributed for any purpose, without the prior written consent ofSmartConnect. This document, including all attachments, is confidential and use, reproduction or distribution of thisdocument or any part of it for any purpose, other than for selection of a supplier for the goods and/or servicestendered, is strictly prohibited.© SmartConnect Technologies. All Rights Reserved. |Page 1/15

GENESYS OUTBOUND CONTACT-VALUE PROPOSITION1. Genesys Outbound Contact is a software based dialer that allows unprecedented flexibility and ease of deployment to provide 1.1. Centralized configuration and management: The contact center administrator can centrally manage the dialer and configure the basic structure of campaigns. 1.2. Centralized dialing engine: A single Outbound Contact Server and Contact Database services all the remote contact centres 1.3. Multi tenancy: Based on their access privileges, contact center managers at each site have the autonomy to fine-tune the campaign configuration and pull out real-time or historical reports specific to their campaign.2. Protects investment with Open Standards software based solution: Genesys outbound Contact is a set of software applications for the outbound dialing with integration to variety of telephony infrastructure - TDM/ IP. The solution can be deployed at both enterprise and network level. Genesys supports multiple protocols SS7, ISUP, INAP to achieve out dialling using the MSC/MSU.3. Scalable & Highly Available Genesys software has no limitations on scalability and the necessary hardware (servers & telephony infrastructure) can be configured in accordance with the call traffic. Genesys Outbound is built on a multilayered framework that provides scalability & high availability for all components of the solution.4. Superior multi-site campaign management: Genesys Outbound Contact can execute a campaign in a virtual contact center environment. For example, campaigns can be executed from one central site, while calls are dispersed to the best agent regardless of the location. Therefore only one list is needed. Statuses are updated automatically and centrally and reporting is provided across the virtual contact center. The supervisor gets a consolidated view of the campaign status regardless of where the agents reside.5. Flexible and Customizable Campaign Design: Outbound Contact solution provides flexible campaign configuration and management tools that are easily adapted to contact centers with different business needs. In Genesys Outbound Contact, one campaign can use several calling lists, and one calling list can be shared among several campaigns. A special record-level locking mechanism prevents simultaneous dialing of the same dialing record for different campaigns.© SmartConnect Technologies. All Rights Reserved. |Page 2/15SC-Genesys-Outbound

6. One major trend in outbound contact centres is to contact the right customers based on customer intelligence versus increasing the volume of customers called. Genesys’ ability to keep track of every interaction and to utilize data in all corporate databases lets this trend be realized in the center. In addition, seamless integration with backend applications using the Genesys SDK’s makes for even more personalized and efficient outbound campaigns with Genesys. Genesys Outbound Contact can utilize customer insight from these applications to better target the right customers for success.7. Proactive Contact: Proactive contact is the idea of offering services beyond the ordinary by contacting customers before they contact you. Genesys Proactive Contact offers the ability to handle information consistently across all channels, using a single campaign management tool which addresses the critical requirement of contacting and interacting with customers via their preferred channel. Unlike competitive offerings that require extensive custom integration into the voice self-service platform and offer a limited number of interaction channels, Genesys Proactive Contact is tightly integrated to CIM platform and delivers multi-channel capability, including voice, email or Short Message Service (SMS), etc8. Strong blending capabilities: Any point solutions are pieced together (vs. an integrated suite), challenges will arise when the agent’s activities cross those solutions. Genesys Outbound Contact offers the ability to seamlessly deliver both inbound and outbound calls to the agent. The solution regulates outbound call volume based on inbound traffic. When inbound traffic is low, outbound calls are automatically generated for a specified campaign. When inbound traffic picks up, the dialer dynamically slows the number of outgoing calls to meet the inbound service level. The result is increased agent productivity, streamlined staffing, improved customer services and the added benefit of cross-trained agents.9. Genesys Outbound Contact takes advantage of the Genesys Customer Interaction Management Platform which provides a single point of configuration and management, a single state model for blending inbound and outbound calls as well as unified reporting across all interactions. Genesys customers like Telstra, Deutsche Telecom, Sales force, Vodafone, J Phone, etc have moved away from point solution and derived benefits of using the integrated Genesys suite.10. Genesys Outbound Contact supports comprehensive information analysis with intelligent, business-oriented reporting. The Real time report provides information on the performance of a campaign enabling the managers to make changes in the campaign (without having to stop them) if the desired business goals are not being met. The historical reporting© SmartConnect Technologies. All Rights Reserved. |Page 3/15SC-Genesys-Outbound

application tracks all necessary data related to contact center activity andrecords it to a database. It creates a historical record for each customerinteraction, tracing its path from inception to completion. Genesys’reporting package provides a powerful user interface, which allows contactcenter managers to build custom reports from different data sources.Managers can analyze the effectiveness of their resources by creatingreports to display information such as “customer promises to pay” or “salesrate per campaign”. With this capability, managers can make information-driven decisions to improve interactions with customers and identifyopportunities for cross-selling and up-selling.© SmartConnect Technologies. All Rights Reserved. |Page 4/15SC-Genesys-Outbound

Genesys Outbound DescriptionIntroductionGenesys Outbound Contact is a set of software applications for outbounddialing through direct integration with telephony infrastructure (TDM/IP) usingcomputer telephony integration links.Genesys Outbound Contact core components include:Outbound Contact Server (OCS) – This is the dialing engine of OutboundContact that monitors agent group activities and queue traffic to determinethe speed at which outbound calls are placed for campaigns.Outbound Contact Manager (OCM) –This is the user interface for campaign andlist management. It allows supervisors to browse campaigns, campaign agentgroups, lists of contact information, and start and stop campaigns andcampaign sequences. The user interface is intended as a control and monitoringtool to perform the following tasks like 1) Start/stop outbound campaigns andcampaign sequences 2) Create and modify campaign sequences 3) Set campaigndialing modes 4) Create calling list table in database 5) Import/export of© SmartConnect Technologies. All Rights Reserved. |Page 5/15SC-Genesys-Outbound

calling lists data from source file to Outbound Contact database and vice versaetcDialing ModesOutbound Contact solution supports three dialing modes: preview,progressive, and predictive. In progressive and predictive mode, OutboundContact Server (OCS) actively dials outbound calls, engages call progressdetection for all calls, and transfers successfully connected calls to availableagents. The difference between the progressive and predictive dialing mode isthe pacing algorithm, that is, the speed with which calls are dialed outdepending on agent availability.In preview mode, neither the predictive algorithm nor call progress detectionis engaged. The Outbound Contact Server acts as a list management server anddistributes call records to an agent’s desktop application on agent request.Using the desktop application, the agent previews customer information aboutthe purpose of the call and initiates an outbound call from the application. Theapplication that is enabled or “popped” to the agent’s screen with CTIcapability tells the telephony infrastructure to initiate the outbound call fromthe phone set belonging to the agent. After the call is completed, the agentcan use the desktop application to notify Outbound Contact Server to updatecall results.© SmartConnect Technologies. All Rights Reserved. |Page 6/15SC-Genesys-Outbound

In predictive mode, Outbound Contact Server (OCS) continuously monitorsagent activities, collects statistics, and predicts future call traffic in thecontact center. Then the server paces outbound calls accordingly as call trafficrises and falls in the contact center. The dialing algorithm utilizes a group-pacing approach based on the assumptions that outbound calls are dialed for agroup of agents and that distribution of connected calls between agentsdepends only on agent availability. In predictive dialing mode OCS typicallydials more calls than there are agents available in the group at the moment.The predictive dialing algorithm closely monitors agents behaviour and doespacing calculations based on the many parameters measured in real time, suchas:  Talk Time (for both outbound and inbound calls)  Not Ready Time  Wrap-Up Time  Hit rate per campaign (percentage of live answered calls over total dialed calls)  Number of currently queued calls (both inbound and out bound)  Inbound traffic volume for the last minute  Number of available agents logged in the group  Number of available call classifiers (Intel Dialogic ports) or internal PBX call-classification devices  Hardware configuration limitations (for example, maximum number of dials per second)  Optimization parameter (Overdial Rate, Busy Factor or Average Wait Time In Queue)  Goal value of the chosen optimization parameterOutbound Contact Server (OCS) can support an unlimited number of agentgroups, each of which has its own independent dialing engine; that is, eachgroup can run its own outbound campaign with its own pacing based on real-time campaign-specific statistics.The hot predictive mode provides the functionality to run the campaign thatare designated for progressive to start in a predictive mode and as soon as allthe agents are engaged it shift back to progressive mode – This helps inimproving the productivity.3.3 Flexible and Customizable Campaign Design |Page 7/15© SmartConnect Technologies. All Rights Reserved.SC-Genesys-Outbound

Outbound Contact solution provides flexible campaign configuration andmanagement tools that are easily adapted to contact centers with differentbusiness needs. Genesys Outbound Contact campaignsWith Outbound Contact solution, a campaign is a flexible master plan thatorganizes calling lists for dialing calls and handling the call results. Thecampaign consists of multiple lists that can be weighted differently to optimizebusiness results. Filters can be applied to lists to select the persons to bereached in a particular campaign. Record chaining provides for multiple phonenumbers for the same customer, for example, home phone number, workphone number and mobile phone number. Each chained record has its own timezone and can have its own business result.Depending on business volume, a campaign can be assigned to one or multipleoutbound/blended agent groups. Contact center managers can assign one agentgroup for a low-volume campaign or multiple groups for a high-volumecampaign.For maximum flexibility, Outbound Contact supports sequencing of runningcampaigns. Only one campaign per campaign group can be running at a time,but multiple campaigns can be loaded into memory. As soon as a campaign isstopped, the next campaign starts automatically. Once the new campaign hasstarted, the agents working in the group are notified. If new agents log in tothe group after an outbound campaign has started, they are informed of thename and status of the currently running outbound campaign.3.4 Campaign Optimization with List and Record Prioritization© SmartConnect Technologies. All Rights Reserved. |Page 8/15SC-Genesys-Outbound

Outbound Contact solution provides several levels of controls to prioritize listsand records for dialing.At the campaign level, priorities can be set by record type. Outbound Contactsolution uses “General, Campaign Callback and Campaign Rescheduled” recordtypes for prioritization.Prioritization among multiple lists of a campaign is done by weights. Each list isassigned a weight, typically ranging from 10 to 100. Lists with higher weightshave higher priority than lists with lower weights. Outbound Contact neglectslists with 0 (zero) weights. Alternatively, lists can also be deactivated byunchecking the “Active” checkbox. In addition to record type priorities and listweights, Outbound Contact solution also provides control on filtering andprioritization within the list by flexible, user-defined filters. Filters are definedas Structured Query Language (SQL) clauses and leverage full power of theunderlying DBMS to define ordering and criteria. This provides very flexible wayof prioritizing records within the calling list for campaign optimization.It is possible to use stored procedures and database queries for additional datato define the filtering criteria and the order within a list. For example, a singlefilter can prioritize business numbers over home numbers depending on theweekday and time.© SmartConnect Technologies. All Rights Reserved. |Page 9/15SC-Genesys-Outbound

3.5 Campaign Operation and ManagementCampaign operation and management involves loading, starting, unloading, andstopping campaigns and changing dialing modes. Outbound Contact Manager(OCM) provides the contact center supervisor with a Graphical User Interface(GUI) to conduct such operations.OCM enables call center managers to perform following tasks:  Manage calling lists: Import/export calling listsUser-defined filters for calling lists showing selection and ordering of records o Add, modify, and delete records in a list o Create chained records in a list o Move records among calling lists that have the same table format and exist in the same database© SmartConnect Technologies. All Rights Reserved. |Page10/15SC-Genesys-Outbound

 Browse calling lists, campaign groups, and their components: o Use dialing and viewing filters to select records by a particular criteria OCM can automatically save a viewing filter when the user leaves the current calling list. When the user reopens the list, OCM retrieves and displays the filter View the relationships among campaigns, agent groups, and calling lists Start and stop campaigns.Genesys Outbound Contact solution enables continuous operation of the Outbound Contact Server (OCS) even if OCM stops. As soon as OCM restarts, OCS updates it with current campaign status Manage campaign sequences Monitor current status of outbound campaigns Update Do Not Call (DNC) lists with data from external sources Prioritize records for dialing by record types3.6 Treatment Methods for Rescheduling and RediallingOutbound Contact provides a rich set of tools, or treatments forrescheduling/redialing unsuccessful calls. Treatments can be based on any callresult such as “Busy, No Answer, SIT tones and many more.A Treatment object tells Outbound Contact Server (OCS) how to respond to anunsuccessful call result (a call that does not reach the intended party). Forexample, if the first dialing attempt has a Busy call result, a treatment can tellOCS to redial the same telephone number once after 10 minutes, then twomore times at 30-minute increments. If this is the only treatment set up for theBusy call result, OCS redials three times before dropping the call unlessanother call result is received or the number of maximum dialing attempts isreached.A treatment sequence (sometimes called a linked sequence) is a general termdescribing a series of treatment actions, each assigned a unique sequencenumber and applied to the same unsuccessful call result. For example, if arecord receives consecutive Busy call results, you may want to use a differenttreatment action each time.Outbound Contact supports the following treatments: In N cycles – each cycle N minutes apart Retry In – retry once in N minutes RetryAtDate – retry on a specific date and time Next In Chain – cycle through the alternative phone number list for the contact© SmartConnect Technologies. All Rights Reserved. |Page11/15SC-Genesys-Outbound

 Next In Chain After – cycle through the alternative phone number list for the contact after N minutes  Next In Chain At Date – cycle through the alternative phone number list for the contact on a specific date  Transfer to alternative DN – for calls that reach fax and answering machinesThe following actions require the desktop to send requests to the server usingthe APIs OCS/Desktop Comm. Protocol:  Schedule personal call back  Schedule campaign call back (also known as group call back)  Mark a call record as DoNotCall  Cancel/Reject a call record© SmartConnect Technologies. All Rights Reserved. |Page12/15SC-Genesys-Outbound

3.7 ReportingOutbound Contact solution includes CCPulse+ and CC Analyzer for reporting andanalyzing real-time and historical data. CCPulse+ Real-Time Data Historical Data Interaction Data Data CCPulse+ GUIManagement Collection Mart Service Data Mart Solutions Service Stat Server Historical Data Contact Center Analyzer Brio Performance Suite Genesys reporting architectureReal-time ReportingCCPulse+ monitors campaigns, calling lists, groups and other outboundresources. CCPulse+ provides real-time dialing statistics and agent status suchas the agent groups they are logged into and the campaigns they are associatedwith. These include dial attempts categorized by call results, campaign stateand status, total number of records completed since campaign start, totalnumber of records left untouched and estimated time to complete campaignand calling list. Data can be presented in various graphical as well as tabularforms. Reports are flexibly created using templates applied to objects to get aview.© SmartConnect Technologies. All Rights Reserved. |Page13/15SC-Genesys-Outbound

Standard CCPulse+ reports include:  Campaign Report – Hit ratio and dialing statistics on call results in a campaign  Campaign Calling List Report – Hit ratio and dialing statistics on call results in a calling list handled by a campaign  Calling List Report – Hit ratio and dialing statistics on call results in a calling list  Campaign Group Report – Campaign run-time status, dialing mode, waiting for agent/dial port time.Historical ReportingCC Analyzer collects information about agents, queues, places, calling lists andcampaigns in the contact center. Custom statistics can be created for the StatServer and used for data collection in CC Analyzer. As Stat Server gathersstatistics from the contact center and outbound campaigns, it aggregates thestatistics in specific time intervals and saves them to the historical reportingdatabases. The historical reporting system further manipulates data, allowingspeedy processing of reporting requests. In the context of Outbound Contact,contact center managers can request contact center and campaign statisticsreports from CC Analyzer.CC Analyzer reportCC Analyzer combines statistical information about interactions with specificagent and customer information to help contact center managers evaluate theeffectiveness of the contact center. For example, CC Analyzer can help© SmartConnect Technologies. All Rights Reserved. |Page14/15SC-Genesys-Outbound

compare the number of interactions processed with the amount of revenuegenerated by agent. Pre-designed (canned) reports include reports by manyobjects, including agent, agent group, queue, queue group, place, place group,route point, calling list, campaign calling list, campaign and campaign group.CC Analyzer reports can be easily customized to report on specific KPIs andmetrics.© SmartConnect Technologies. All Rights Reserved. |Page15/15SC-Genesys-Outbound