Outbound
Note: Not all changes listed below may pertain to your deployment.
March 28 2017 (14.5.2.0)
What's New
SMS and Email channels
Outbound SMS and Email channels are now available.
Outbound Text and Email channels can be blended with existing Voice (Outbound IVR), Dialer, and Preview channels to create a multi-channel, or blended, campaign. Blended interactions enable you to leverage more than one channel to complete a single customer interaction. For example, you could schedule a service call by phone and then send an SMS reminder the day before the appointment.
Notes:
- SMS can be one-way or two-way interactive. With two-way, interactions take place between the script, via a dialogue engine, and the customer; agents are never involved.
- Email is one-way outbound only. While custom REPLY TO addresses for direct responses are supported, auto-response (dialogue engine) functionality is not supported. Inbound email is supported through eServices.
- Text and Email scripts are created in Engage. Voice scripts are still created in Designer.
- Up to 10 devices are supported.
- Existing customers must sign a contract addendum to add Outbound SMS and/or Email services.
Known Issues
There are currently no known issues.
About Outbound for PureEngage Cloud
Genesys Outbound for PureEngage Cloud enables customers to create, monitor, and fine-tune proactive outbound communication using a variety of integrated channels including agent-assisted dialing (Predictive, Progressive, and Preview), as well as agentless voice messaging, SMS, and Email. The user interface offers List Management, Campaign Management, and Compliance Management controls to manage effective multi-channel outbound campaigns.