Genesys Cloud - Main

Hello,

We are looking to begin using outbound dialing for some of our customer retention campaigns. I have been looking through the resource center and am pretty sure I understand how to set this up, I am just looking for some community feedback.

Are outbound campaigns easy to set up and manage? I see Genesys offers answering machine and beep detection. Is there a way to set Genesys up to play a recording when it detects a beep? If so can someone direct me to those instructions?

Finally, and we already reached out to our CSM for more details, but I may get a quicker answer here. Is there any additional charge to use the Genesys Outbound features? We currently manually call these customers through Genesys so the customers are being called regardless, but we don't want to incur a surprise charge. 

Thanks in advance for any advice!

Hello,

We are looking to begin using outbound dialing for some of our customer retention campaigns. I have been looking through the resource center and am pretty sure I understand how to set this up, I am just looking for some community feedback.

Are outbound campaigns easy to set up and manage? I see Genesys offers answering machine and beep detection. Is there a way to set Genesys up to play a recording when it detects a beep? If so can someone direct me to those instructions?

Finally, and we already reached out to our CSM for more details, but I may get a quicker answer here. Is there any additional charge to use the Genesys Outbound features? We currently manually call these customers through Genesys so the customers are being called regardless, but we don't want to incur a surprise charge. 

Thanks in advance for any advice!

HI @Aaron Buckley,

Were you able to explore further?

We too have a similar requirement where if AMD detects an answering machine, we would like to leave a customised recording on the answering machine before call disconnects. Any advice on if that is possible or resources are greatly appreciated. Thanks in advance.

Aparna

Hello,

We are looking to begin using outbound dialing for some of our customer retention campaigns. I have been looking through the resource center and am pretty sure I understand how to set this up, I am just looking for some community feedback.

Are outbound campaigns easy to set up and manage? I see Genesys offers answering machine and beep detection. Is there a way to set Genesys up to play a recording when it detects a beep? If so can someone direct me to those instructions?

Finally, and we already reached out to our CSM for more details, but I may get a quicker answer here. Is there any additional charge to use the Genesys Outbound features? We currently manually call these customers through Genesys so the customers are being called regardless, but we don't want to incur a surprise charge. 

Thanks in advance for any advice!

1) Create an outbound call flow.  Use a starting task and the play audio on silence action to play your message.  If that's all you want to do, end the task with a disconnect.   You could also play something else, transfer to queue, use a menu to give the caller options, etc.  Publish the flow. 
2) Create a call analysis response and choose transfer to flow for answering machine.  For live voice you could transfer to the same flow, a different flow, or choose one of the other options. 
3) Create an agentless campaign and use the call analysis response.

https://help.mypurecloud.com/articles/outbound-call-flows/
https://help.mypurecloud.com/articles/set-starting-task/
https://help.mypurecloud.com/articles/play-audio-on-silence-action/
https://help.mypurecloud.com/articles/create-call-analysis-response/
https://help.mypurecloud.com/articles/create-agentless-campaign/

HI @Aaron Buckley,

Were you able to explore further?

We too have a similar requirement where if AMD detects an answering machine, we would like to leave a customised recording on the answering machine before call disconnects. Any advice on if that is possible or resources are greatly appreciated. Thanks in advance.

Aparna

Hello,

We are looking to begin using outbound dialing for some of our customer retention campaigns. I have been looking through the resource center and am pretty sure I understand how to set this up, I am just looking for some community feedback.

Are outbound campaigns easy to set up and manage? I see Genesys offers answering machine and beep detection. Is there a way to set Genesys up to play a recording when it detects a beep? If so can someone direct me to those instructions?

Finally, and we already reached out to our CSM for more details, but I may get a quicker answer here. Is there any additional charge to use the Genesys Outbound features? We currently manually call these customers through Genesys so the customers are being called regardless, but we don't want to incur a surprise charge. 

Thanks in advance for any advice!