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  • 1.  Setting Up Outbound Dialing Recordings

    Posted 10-12-2023 16:11
    No replies, thread closed.

    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!


    #Outbound

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    Aaron Buckley
    Breezeline
    ------------------------------


  • 2.  RE: Setting Up Outbound Dialing Recordings

    Posted 10-19-2023 21:22
    No replies, thread closed.

    I would say yes, from a basic function, pretty easy to setup.  just follow the articles here:  About outbound dialing - Genesys Cloud Resource Center (mypurecloud.com)

    1. Create a contact list
    2. Create a campaign

    That is the most simplistic, but you have many variations after that.  I would start simple and expand from there.  If you have a partner (like Ttec), they should be able to help you with getting started.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Setting Up Outbound Dialing Recordings

    Posted 01-30-2024 19:14
    No replies, thread closed.

    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



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    Aparna Peri
    Australian Bureau of Statistics
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  • 4.  RE: Setting Up Outbound Dialing Recordings

    Posted 01-30-2024 20:20
    No replies, thread closed.

    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/



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    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Setting Up Outbound Dialing Recordings

    Posted 01-30-2024 20:45
    No replies, thread closed.

    Thanks a lot @Melissa Bailey for the solution.



    ------------------------------
    Aparna Peri
    Australian Bureau of Statistics
    ------------------------------

    Original Message


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