Genesys Cloud - Main

Hey guys,

I hope that everyone is well!

I have an operational requirement for which I am looking for a solution relating to outbound dialling.

The Problem

Currently, when contacting applicants for driver vacancies across our UK delivery network, the outbound dialler is fed a CSV containing all applicants for all current vacancies. The issue is that, for example, we may have a region with 2 active vacancies but 100 applicants. If both vacancies are filled in the first 10 outbound calls, the dialler continues to call the remaining 90 applicants unnecessarily. This is inefficient, consumes call centre resource, and is frustrating for applicants who are contacted only to be told the vacancy is no longer available.

The Proposed Solution – Genesys Outbound List Manager (?)

While reviewing Genesys capabilities for outbound campaigns, we came across Genesys Outbound List Manager. It appears that this provides greater control than our current CSV-based approach, including the ability to retrieve contact lists data via API calls to third-party platforms.

We are considering developing in-house a driver recruitment management platform (with APIs for retrieving contact details of candidates associated only with vacant roles). Our question is whether Outbound List Manager can integrate with the API of a 3rd party platform to dynamically retrieve and update the list of candidates to dial through the dialler, ensuring that we only contact applicants for currently active vacancies (hope that makes sense).

So Key Question...

Does Genesys Outbound List Manager support:

• Calling a third-party platform via API to retrieve contact data, to then
• Dynamically update the outbound campaign list (so that we can ensure only candidates linked to active vacancies are then dialled)?

I was wondering if anyone within the community had experience with OLM and whether they might be operating in similar way (retrieving contact data from 3rd parties via API which in turn dynamically updates the outbound dialler 'list')? 

Thank you to anyone who takes the time to read and respond to my question! 

Cheers. 

Matt

#Outbound

------------------------------
Matthew Tipler
------------------------------

I would approach this from two angles.

First, I would use a Pre-call rule against an API to check if the positions are filled and if so, mark the contact as uncallable.  Yes, it will run through the remaining 90 numbers, but not call them.

Second, you could consider using the Business Outcome Success tag when you reach the person and they position is filled.  Use a Campaign Rule to stop the campaign when it reaches 10 successes.  

Hey guys,

I hope that everyone is well!

I have an operational requirement for which I am looking for a solution relating to outbound dialling.

The Problem

Currently, when contacting applicants for driver vacancies across our UK delivery network, the outbound dialler is fed a CSV containing all applicants for all current vacancies. The issue is that, for example, we may have a region with 2 active vacancies but 100 applicants. If both vacancies are filled in the first 10 outbound calls, the dialler continues to call the remaining 90 applicants unnecessarily. This is inefficient, consumes call centre resource, and is frustrating for applicants who are contacted only to be told the vacancy is no longer available.

The Proposed Solution – Genesys Outbound List Manager (?)

While reviewing Genesys capabilities for outbound campaigns, we came across Genesys Outbound List Manager. It appears that this provides greater control than our current CSV-based approach, including the ability to retrieve contact lists data via API calls to third-party platforms.

We are considering developing in-house a driver recruitment management platform (with APIs for retrieving contact details of candidates associated only with vacant roles). Our question is whether Outbound List Manager can integrate with the API of a 3rd party platform to dynamically retrieve and update the list of candidates to dial through the dialler, ensuring that we only contact applicants for currently active vacancies (hope that makes sense).

So Key Question...

Does Genesys Outbound List Manager support:

• Calling a third-party platform via API to retrieve contact data, to then
• Dynamically update the outbound campaign list (so that we can ensure only candidates linked to active vacancies are then dialled)?

I was wondering if anyone within the community had experience with OLM and whether they might be operating in similar way (retrieving contact data from 3rd parties via API which in turn dynamically updates the outbound dialler 'list')? 

Thank you to anyone who takes the time to read and respond to my question! 

Cheers. 

Matt

#Outbound

------------------------------
Matthew Tipler
------------------------------