Stay ahead of customer needs with proactive outbound campaigns — preemptively reducing inbound inquiries with timely, tailored communications.
Proactively engage with customers across digital and voice channels, all from the same platform that manages inbound interactions to improve agent efficiency and customer engagement.
Ensure every outbound communication complies with local, national and international laws. Make it easy to protect your business from compliance issues and still deliver the best customer experiences.
Increase the productivity and cost-effectiveness of your outreach strategies with automated outbound campaigns. Combine lower-cost channels with self-service bots for voice and digital to maximize efficiency.
Reach out proactively with timely, personalized notifications. Auto-notify customers about an upcoming appointment, recently shipped order or expiring membership through digital and voice channels.
Meet evolving regulatory requirements and business policies. Leverage user-friendly and role-based admin tools to quickly create, deploy, modify and audit outbound campaigns.
Advanced list management is built into the platform, empowering smarter targeting and streamlined campaign execution. Easily segment, filter and prioritize contacts in real time to maximize outreach effectiveness and operational efficiency.
Proactively reach out to customers through voice, SMS, email, WhatsApp and other digital messaging channels. Use event-driven triggers to deliver timely, important messages on their preferred platform and engage them at the right moment.
Get detailed analytics on all your contact attempts across channels in a single performance view. With outbound and incoming calls in one report, you’ll get deeper insights into the full range of contact attempts.
Improve contact rates by performing automatic pre-call checks against external systems. Industry-leading and patented call analysis detects voicemail, special information tones, carrier messages and live speakers.
With built-in intelligence, outbound campaigns take dynamic, automated actions driven by customizable rule sets. Whether it’s voice or digital, rules are evaluated before and/or after each interaction to ensure every outreach is timely, relevant and compliant.
Simplify third-party integrations into your contact center solutions with open, real-time APIs. Add prebuilt apps and integrations, including CRM systems, to your contact center without involving IT.
Running successful campaigns takes more than uploading numbers into outbound dialer software. Customers expect engagement in a timely, personalized and contextual way. With Genesys, you can intelligently manage outbound campaigns to proactively deliver relevant information at the right moment and on the right channel.
Not only does this preemptively reduce inbound call volume and allow your business to take initiative in contacting customers, it also improves important business metrics. Manage campaigns from a single platform to improve revenue, customer loyalty and agent productivity.
Customer communication preferences change all the time. And that makes outbound engagement even more critical. Build better, more orchestrated experiences and ensure your message reaches existing and potential customers with agile outbound engagement software.
Handle inbound and outbound communications on a single platform without juggling systems or relying on bolt-on tools. Blend voice and digital outreach to improve agent productivity, reduce complexity, and deliver a consistent customer experience. From sending service reminders to answering support calls, everything happens in one connected place.
Get a complete view of every customer so you know who they are, what they need and when to reach out. With real-time context and unified data, you can act early to resolve issues, drive sales or send helpful updates before they contact you. This leads to quicker resolutions, stronger relationships and a better agent experience with the context to respond confidently.
Quickly manage lists, configure channels and adjust campaigns in real time with intuitive tools. There’s no need to navigate multiple systems or disrupt agents to make updates. From setup to optimization, you have the control and flexibility to keep campaigns running smoothly without added complexity.
Meet regulatory requirements with built-in tools that make compliance easy to manage. Automatically suppress contacts using DNC lists, set safe contact windows, and apply the appropriate handling for landlines and mobile numbers. With real-time controls and audit-ready reporting, you can protect your business and stay compliant without slowing down your campaigns.
From previewing campaigns to predicting customer behaviors across preferred channels, our outbound call center software solutions do it all. Discover how outbound capabilities let you proactively engage customers on their preferred channels. And give your call center agents the tools they need to be more efficient and productive.
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The best outbound call software enables users to proactively engage with consumers across multiple channels (digital and voice). Sophisticated outbound software includes capabilities that improve an agent’s ability to personalize interactions while complying with local, national and international laws.
An outbound call center has salespeople who cold-call potential customers. That means the people they reach out to haven’t engaged with their brand before. Organizations might use outbound calls to make sales, survey shoppers and conduct research.
Making outbound calls that result in success might be difficult, but the right outbound call software makes it easy. With all the information you need at your fingertips, you can make outbound calls feel warmer than a cold call.
There are four primary types of outbound dialing campaigns that speed the call process beyond manual dialing: predictive dialers, power dialers, progressive dialers and preview dialers. Predictive dialers use AI and machine learning to automatically dial many numbers quickly with the idea being that since many phone calls will go to voicemail or busy signals or otherwise not be answered, simply running numbers will be most efficient. When a contact picks up the phone, they’re routed to an available agent.
Power dialers use a similar concept, but without the artificial intelligence component. They simply dial numbers in sequential order, sending answered calls to the next available agent. Preview dialers do the same, but provide outbound call center agents with relevant information about the prospect like their name and any previous contact they’ve had with your business. Progressive dialers do the same, but provide that information as the call is connecting rather than beforehand, speeding the process but also limiting prep time for the agent.
While inbound marketing is effective, reaching out to your prospects is key. An outbound call center drives revenue growth for your business in a few important ways. It drives lead generation and sales by actively reaching out to prospects and customers, reaching many people quickly and helping to close deals. For financial institutions, it generates fraud notifications, transaction verification and loan servicing.
It also can improve customer satisfaction among existing customers by allowing you to reach out proactively to notify them about opportunities like discounts and sales, as well as any issue like service interruptions that may crop up. Finally, outbound dialing can make things like market research and fundraising more efficient by allowing you to reach large numbers of people more rapidly and efficiently than manual dialing.
An outbound call center solution can make a major difference in outbound calling performance. Technology increases the number of calls that can be made in a day, week or year. And with predictive dialers, the power of AI increases the quality of connections as well.
