We have recently started using Voice Campaigns in Genesys and are hoping to get some ideas on if there are better ways to configure these campaigns. It does not feel like our use case is that unusual, yet we are having to make a lot of unideal configuration decisions to make it work. Ideally I'd like to have one voice campaign per list. It would be great to also have one list and use Contact List Filters, but it appears that you can only run one campaign against a list at a time so I'm not exactly sure that will work.

Our issues seem to stem from:

1) Our accounts can have 2 customers that both need to be called

2) We are calling up to 3 numbers per customer (cell phone, home phone, work phone) and don't want them to be called in quick succession

Our configuration:

Because of the above we have our list configured as one record per account with both customer's information in that record. This includes their names, phone numbers, as well as their time zone. Time zone is included because automatic time zone mapping (which I would prefer to use) exists at the list level and if the customers live in different zip codes, which zip code do I provide?

We then have 6 campaigns for each list (ran by sequence):

1) Cell Customer 1

2) Cell Customer 2

3) Home Customer 1

4) Home Customer 2

5) Work Customer 1

6) Work Customer 2

Phone numbers are split into different contacts because we want a natural delay between calling each number. It was deemed to be a poor experience if you get a call on your cell phone, home phone, and work phone back to back within a few minutes which seems to be how Genesys would handle having them be in one campaign.

Customers are split into separate campaigns for two reasons:

1) So that the agent can identify which customer is being called by using a different script which shows the correct customer's name. So we use two scripts, one for customer 1 and one for customer 2. 

2) So that the automated voicemail being left (via the outbound flow in Architect) knows which name to read out (again because both customers are on one contact row).

Issues we face with our current configuration:

1) We are looking to add additional lists in the future so we would need to add up to 6 additional campaigns and a sequence to run them each time we do that. This presents as both a setup time issue as well as a maintenance issue. 

2) Because we're using multiple campaigns in a sequence, we run into issues where the campaign stops progressing for various reasons (such as an agent is on a really long call, there are contacts in places like Hawaii that can't be called yet because it is too early, or other reasons). 

3) Reporting for how a "campaign" (list) is preforming has to be read across all 6 campaigns

4) It is difficult for users to determine where we are in the campaign/list. If we run the campaigns multiple times per day, users have no idea if this is the 1st time or 3rd time that "Cell Customer 1" has run for the day. I'm not sure if this is fixable though. 

Possible solutions?

This is where I need some help. I'm hoping someone has a similar use case to us that can offer some guidance. 

1) Have each customer be one row in the list.

This seems to be how Genesys prefers to have contact lists be configured (for things like automatic time zone mapping, scripts, outbound flows). The problems with this would be if we call customer 1 and they make a payment so we do not want to call customer 2. The wrap up code mapping only applies to customer 1's contact record so a call would still be placed to customer 2. Additionally we would be calling the cell/home/work phone numbers back to back (we could probably live with this if it was the only downside). 

2) Leave our list as is, but devise some way of adding delay between each phone type call and some way of identifying the customer's name we are calling without using multiple campaigns. 

I'm not really sure how to do this one. Even if it is possible, it feels like trying to fit a square peg in a round hole. Having multiple customers on an account can't be that unusual so I feel like I'm missing something big here. 

Any suggestions would be greatly appreciated. 

#ArchitectureandDesign
#Outbound

------------------------------
Jeremy Prevost
Lentegrity LLC
------------------------------

We have recently started using Voice Campaigns in Genesys and are hoping to get some ideas on if there are better ways to configure these campaigns. It does not feel like our use case is that unusual, yet we are having to make a lot of unideal configuration decisions to make it work. Ideally I'd like to have one voice campaign per list. It would be great to also have one list and use Contact List Filters, but it appears that you can only run one campaign against a list at a time so I'm not exactly sure that will work.

Our issues seem to stem from:

1) Our accounts can have 2 customers that both need to be called

2) We are calling up to 3 numbers per customer (cell phone, home phone, work phone) and don't want them to be called in quick succession

Our configuration:

Because of the above we have our list configured as one record per account with both customer's information in that record. This includes their names, phone numbers, as well as their time zone. Time zone is included because automatic time zone mapping (which I would prefer to use) exists at the list level and if the customers live in different zip codes, which zip code do I provide?

We then have 6 campaigns for each list (ran by sequence):

1) Cell Customer 1

2) Cell Customer 2

3) Home Customer 1

4) Home Customer 2

5) Work Customer 1

6) Work Customer 2

Phone numbers are split into different contacts because we want a natural delay between calling each number. It was deemed to be a poor experience if you get a call on your cell phone, home phone, and work phone back to back within a few minutes which seems to be how Genesys would handle having them be in one campaign.

Customers are split into separate campaigns for two reasons:

1) So that the agent can identify which customer is being called by using a different script which shows the correct customer's name. So we use two scripts, one for customer 1 and one for customer 2. 

2) So that the automated voicemail being left (via the outbound flow in Architect) knows which name to read out (again because both customers are on one contact row).

Issues we face with our current configuration:

1) We are looking to add additional lists in the future so we would need to add up to 6 additional campaigns and a sequence to run them each time we do that. This presents as both a setup time issue as well as a maintenance issue. 

2) Because we're using multiple campaigns in a sequence, we run into issues where the campaign stops progressing for various reasons (such as an agent is on a really long call, there are contacts in places like Hawaii that can't be called yet because it is too early, or other reasons). 

3) Reporting for how a "campaign" (list) is preforming has to be read across all 6 campaigns

4) It is difficult for users to determine where we are in the campaign/list. If we run the campaigns multiple times per day, users have no idea if this is the 1st time or 3rd time that "Cell Customer 1" has run for the day. I'm not sure if this is fixable though. 

Possible solutions?

This is where I need some help. I'm hoping someone has a similar use case to us that can offer some guidance. 

1) Have each customer be one row in the list.

This seems to be how Genesys prefers to have contact lists be configured (for things like automatic time zone mapping, scripts, outbound flows). The problems with this would be if we call customer 1 and they make a payment so we do not want to call customer 2. The wrap up code mapping only applies to customer 1's contact record so a call would still be placed to customer 2. Additionally we would be calling the cell/home/work phone numbers back to back (we could probably live with this if it was the only downside). 

2) Leave our list as is, but devise some way of adding delay between each phone type call and some way of identifying the customer's name we are calling without using multiple campaigns. 

I'm not really sure how to do this one. Even if it is possible, it feels like trying to fit a square peg in a round hole. Having multiple customers on an account can't be that unusual so I feel like I'm missing something big here. 

Any suggestions would be greatly appreciated. 

#ArchitectureandDesign
#Outbound

------------------------------
Jeremy Prevost
Lentegrity LLC
------------------------------

Hi Jeremy, 

Your question was covered on the newest episode of the Q&A Show. Hope this helps! 

We have recently started using Voice Campaigns in Genesys and are hoping to get some ideas on if there are better ways to configure these campaigns. It does not feel like our use case is that unusual, yet we are having to make a lot of unideal configuration decisions to make it work. Ideally I'd like to have one voice campaign per list. It would be great to also have one list and use Contact List Filters, but it appears that you can only run one campaign against a list at a time so I'm not exactly sure that will work.

Our issues seem to stem from:

1) Our accounts can have 2 customers that both need to be called

2) We are calling up to 3 numbers per customer (cell phone, home phone, work phone) and don't want them to be called in quick succession

Our configuration:

Because of the above we have our list configured as one record per account with both customer's information in that record. This includes their names, phone numbers, as well as their time zone. Time zone is included because automatic time zone mapping (which I would prefer to use) exists at the list level and if the customers live in different zip codes, which zip code do I provide?

We then have 6 campaigns for each list (ran by sequence):

1) Cell Customer 1

2) Cell Customer 2

3) Home Customer 1

4) Home Customer 2

5) Work Customer 1

6) Work Customer 2

Phone numbers are split into different contacts because we want a natural delay between calling each number. It was deemed to be a poor experience if you get a call on your cell phone, home phone, and work phone back to back within a few minutes which seems to be how Genesys would handle having them be in one campaign.

Customers are split into separate campaigns for two reasons:

1) So that the agent can identify which customer is being called by using a different script which shows the correct customer's name. So we use two scripts, one for customer 1 and one for customer 2. 

2) So that the automated voicemail being left (via the outbound flow in Architect) knows which name to read out (again because both customers are on one contact row).

Issues we face with our current configuration:

1) We are looking to add additional lists in the future so we would need to add up to 6 additional campaigns and a sequence to run them each time we do that. This presents as both a setup time issue as well as a maintenance issue. 

2) Because we're using multiple campaigns in a sequence, we run into issues where the campaign stops progressing for various reasons (such as an agent is on a really long call, there are contacts in places like Hawaii that can't be called yet because it is too early, or other reasons). 

3) Reporting for how a "campaign" (list) is preforming has to be read across all 6 campaigns

4) It is difficult for users to determine where we are in the campaign/list. If we run the campaigns multiple times per day, users have no idea if this is the 1st time or 3rd time that "Cell Customer 1" has run for the day. I'm not sure if this is fixable though. 

Possible solutions?

This is where I need some help. I'm hoping someone has a similar use case to us that can offer some guidance. 

1) Have each customer be one row in the list.

This seems to be how Genesys prefers to have contact lists be configured (for things like automatic time zone mapping, scripts, outbound flows). The problems with this would be if we call customer 1 and they make a payment so we do not want to call customer 2. The wrap up code mapping only applies to customer 1's contact record so a call would still be placed to customer 2. Additionally we would be calling the cell/home/work phone numbers back to back (we could probably live with this if it was the only downside). 

2) Leave our list as is, but devise some way of adding delay between each phone type call and some way of identifying the customer's name we are calling without using multiple campaigns. 

I'm not really sure how to do this one. Even if it is possible, it feels like trying to fit a square peg in a round hole. Having multiple customers on an account can't be that unusual so I feel like I'm missing something big here. 

Any suggestions would be greatly appreciated. 

#ArchitectureandDesign
#Outbound

------------------------------
Jeremy Prevost
Lentegrity LLC
------------------------------

We have recently started using Voice Campaigns in Genesys and are hoping to get some ideas on if there are better ways to configure these campaigns. It does not feel like our use case is that unusual, yet we are having to make a lot of unideal configuration decisions to make it work. Ideally I'd like to have one voice campaign per list. It would be great to also have one list and use Contact List Filters, but it appears that you can only run one campaign against a list at a time so I'm not exactly sure that will work.

Our issues seem to stem from:

1) Our accounts can have 2 customers that both need to be called

2) We are calling up to 3 numbers per customer (cell phone, home phone, work phone) and don't want them to be called in quick succession

Our configuration:

Because of the above we have our list configured as one record per account with both customer's information in that record. This includes their names, phone numbers, as well as their time zone. Time zone is included because automatic time zone mapping (which I would prefer to use) exists at the list level and if the customers live in different zip codes, which zip code do I provide?

We then have 6 campaigns for each list (ran by sequence):

1) Cell Customer 1

2) Cell Customer 2

3) Home Customer 1

4) Home Customer 2

5) Work Customer 1

6) Work Customer 2

Phone numbers are split into different contacts because we want a natural delay between calling each number. It was deemed to be a poor experience if you get a call on your cell phone, home phone, and work phone back to back within a few minutes which seems to be how Genesys would handle having them be in one campaign.

Customers are split into separate campaigns for two reasons:

1) So that the agent can identify which customer is being called by using a different script which shows the correct customer's name. So we use two scripts, one for customer 1 and one for customer 2. 

2) So that the automated voicemail being left (via the outbound flow in Architect) knows which name to read out (again because both customers are on one contact row).

Issues we face with our current configuration:

1) We are looking to add additional lists in the future so we would need to add up to 6 additional campaigns and a sequence to run them each time we do that. This presents as both a setup time issue as well as a maintenance issue. 

2) Because we're using multiple campaigns in a sequence, we run into issues where the campaign stops progressing for various reasons (such as an agent is on a really long call, there are contacts in places like Hawaii that can't be called yet because it is too early, or other reasons). 

3) Reporting for how a "campaign" (list) is preforming has to be read across all 6 campaigns

4) It is difficult for users to determine where we are in the campaign/list. If we run the campaigns multiple times per day, users have no idea if this is the 1st time or 3rd time that "Cell Customer 1" has run for the day. I'm not sure if this is fixable though. 

Possible solutions?

This is where I need some help. I'm hoping someone has a similar use case to us that can offer some guidance. 

1) Have each customer be one row in the list.

This seems to be how Genesys prefers to have contact lists be configured (for things like automatic time zone mapping, scripts, outbound flows). The problems with this would be if we call customer 1 and they make a payment so we do not want to call customer 2. The wrap up code mapping only applies to customer 1's contact record so a call would still be placed to customer 2. Additionally we would be calling the cell/home/work phone numbers back to back (we could probably live with this if it was the only downside). 

2) Leave our list as is, but devise some way of adding delay between each phone type call and some way of identifying the customer's name we are calling without using multiple campaigns. 

I'm not really sure how to do this one. Even if it is possible, it feels like trying to fit a square peg in a round hole. Having multiple customers on an account can't be that unusual so I feel like I'm missing something big here. 

Any suggestions would be greatly appreciated. 

#ArchitectureandDesign
#Outbound

------------------------------
Jeremy Prevost
Lentegrity LLC
------------------------------

Jeremy,

Here are some thoughts about getting the operation back into 1 campaign to make it simpler to manage.  

1. When you define a contact list, you can create a custom value for the Phone Column 'Type' value.  Perhaps use 'Customer1' or 'Customer2' for the related phone number type fields for each of those customers' numbers.  The Phone Number Type is exposed in Rules, so you can make pre or post call decisions based on that.  I used this to run a Pre Call rule to put the proper customer name in an extra contact list column that was then read by the script so the agent knew if Customer1 or Customer2 was being called. (add the extra columns when you first build the list).
2. Each phone number can have a Time Zone Column defined.  You may need 2 or more different time zone columns if Customer1 and Customer2 are in different parts of the country.  You will need to proved the proper value in the Time Zone Column that matches the Contactable Time Set values (EST5EDT, etc), but it can be done.  This will ensure you are calling the customer at the proper time. Configure the Contactable Time Set first so you know the exact values to place in the Time Zone Columns when you populate the records.
3. In Outbound Settings - make sure 'Reschedule Time Zone Skipped Contacts' is enabled.  this allows a time zone skipped record to be called back when appropriate.
4. George G.'s comment about the time based rules for dialing in the Q&A show will allow for spreading out the timing of calls.

Hope this helps.

Paul

We have recently started using Voice Campaigns in Genesys and are hoping to get some ideas on if there are better ways to configure these campaigns. It does not feel like our use case is that unusual, yet we are having to make a lot of unideal configuration decisions to make it work. Ideally I'd like to have one voice campaign per list. It would be great to also have one list and use Contact List Filters, but it appears that you can only run one campaign against a list at a time so I'm not exactly sure that will work.

Our issues seem to stem from:

1) Our accounts can have 2 customers that both need to be called

2) We are calling up to 3 numbers per customer (cell phone, home phone, work phone) and don't want them to be called in quick succession

Our configuration:

Because of the above we have our list configured as one record per account with both customer's information in that record. This includes their names, phone numbers, as well as their time zone. Time zone is included because automatic time zone mapping (which I would prefer to use) exists at the list level and if the customers live in different zip codes, which zip code do I provide?

We then have 6 campaigns for each list (ran by sequence):

1) Cell Customer 1

2) Cell Customer 2

3) Home Customer 1

4) Home Customer 2

5) Work Customer 1

6) Work Customer 2

Phone numbers are split into different contacts because we want a natural delay between calling each number. It was deemed to be a poor experience if you get a call on your cell phone, home phone, and work phone back to back within a few minutes which seems to be how Genesys would handle having them be in one campaign.

Customers are split into separate campaigns for two reasons:

1) So that the agent can identify which customer is being called by using a different script which shows the correct customer's name. So we use two scripts, one for customer 1 and one for customer 2. 

2) So that the automated voicemail being left (via the outbound flow in Architect) knows which name to read out (again because both customers are on one contact row).

Issues we face with our current configuration:

1) We are looking to add additional lists in the future so we would need to add up to 6 additional campaigns and a sequence to run them each time we do that. This presents as both a setup time issue as well as a maintenance issue. 

2) Because we're using multiple campaigns in a sequence, we run into issues where the campaign stops progressing for various reasons (such as an agent is on a really long call, there are contacts in places like Hawaii that can't be called yet because it is too early, or other reasons). 

3) Reporting for how a "campaign" (list) is preforming has to be read across all 6 campaigns

4) It is difficult for users to determine where we are in the campaign/list. If we run the campaigns multiple times per day, users have no idea if this is the 1st time or 3rd time that "Cell Customer 1" has run for the day. I'm not sure if this is fixable though. 

Possible solutions?

This is where I need some help. I'm hoping someone has a similar use case to us that can offer some guidance. 

1) Have each customer be one row in the list.

This seems to be how Genesys prefers to have contact lists be configured (for things like automatic time zone mapping, scripts, outbound flows). The problems with this would be if we call customer 1 and they make a payment so we do not want to call customer 2. The wrap up code mapping only applies to customer 1's contact record so a call would still be placed to customer 2. Additionally we would be calling the cell/home/work phone numbers back to back (we could probably live with this if it was the only downside). 

2) Leave our list as is, but devise some way of adding delay between each phone type call and some way of identifying the customer's name we are calling without using multiple campaigns. 

I'm not really sure how to do this one. Even if it is possible, it feels like trying to fit a square peg in a round hole. Having multiple customers on an account can't be that unusual so I feel like I'm missing something big here. 

Any suggestions would be greatly appreciated. 

#ArchitectureandDesign
#Outbound

------------------------------
Jeremy Prevost
Lentegrity LLC
------------------------------