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  • 1.  Improved Caller ID Performance

    Posted 10-14-2022 16:46
    No replies, thread closed.
    Our contact center relies heavily on outbound dialing.  We make our majority of outbound calls as part of queue callbacks, scheduled appointments, and sales out reach.  While we have ensured proper configurations within Genesys, our toll-free numbers never indicate our company name for our clients.  The result is a high-volume of missed clients and voicemails. We are unable to be efficient in our outbound calls, because of the rate in which our clients do not pick up.

    Has anyone identified any productive solutions to improve the caller ID performance of outbound calls?

    #Outbound  #Telephony​​
    #Telephony

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    Matthew Rauenzahn
    The Vanguard Group, Inc.
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  • 2.  RE: Improved Caller ID Performance

    Posted 10-15-2022 17:58
    No replies, thread closed.
    If you are using Genesys Cloud Voice, you need to send a request to genesyscloudvoice-na@genesys.com and ask them to associate the name you want with that number.  They can't guarantee that end-carriers will respect and show that, but they can send it out.  Also, other BYOC carriers can provide services like Verified by Twilio and others to make sure that end-carriers will get the information.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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