Genesys Cloud - Main

We are proposing an outbound campaign to assist members with updating their address. We will start with a single SMS to all bad addresses identified each month. The message will direct the member to update or verify their information online or call our contact center. The message will include a link to the self-service website and a link to click to call our contact center.

 

We then plan to follow-up with an agentless dialing campaign to all members who did not click to open the SMS after one week. For this, we will need to be able to report back all SMS that were clicked to open and bump that up against the full bad address list so we only dial those who did not click to open the message.

#DigitalChannels
#Outbound
#Reporting/Analytics
#Unsure/Other

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Matthew Brannon
Genesys Consultant
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I suggest the website they are clicking on kicks off a web service (or a Genesys Workflow) that will write a flag in your CRM and then when the voice campaign runs, check that flag on a pre-call rule.  You might also consider using Genesys Predictive Engagement to flag that website visit, but we would have to catch their number for either of these. 

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