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Altivon

Outbound Communications

Reach out to customers with key information

Take the initiative to contact customers, improving their knowledge and reducing inbound calls.

Outbound outreach is increasingly important in sales and service. Forbes found that 87% of customers want proactive communications from companies about customer service issues. Provide the experience customers want with outbound capabilities including voice, email and messaging.

Many organizations are embracing the idea of proactive communications with customers. It makes sense to notify them when service is interrupted, bills are due, account limits are reached, new products are available and so on. These outbound efforts can reduce more costly agent interactions, increase on-time payments and generally improve customer satisfaction.

Altivon is well-equipped to assist in the deployment of proactive communication technology and best practices. Our experts have years of experience in selecting and configuring tools to meet the varied needs of each contact center.

Dialing

Genesys Outbound Dialer delivers coordinated outreach across multiple channels, both automated and agent assisted, and creates optimal engagements based on agent agent availability. Options include Progressive dialing, Predictive dialing and Preview dialing.

Progressive dialing

Places call only when an agent is available

Predictive dialing

Dials when an agent is anticipated to be available

Preview dialing

Agent must click to accept the outbound dial

Automated customer callback

Automate calls to customers who request a callback on your mobile app or web site. When customers can’t find the answers they need on your website or app, they want to speak with someone who can help quickly. With just a single click, Genesys Callback provides your digital customers the option to request a return call instead of waiting online or on an app. And because callback routing uses skills-based routing, these requests can be intelligently routed to the individual best equipped to help.

SMS notifications

Use SMS notifications to notify customers or as part of integrated campaigns across non-voice channels. Customers want a quick way to be notified of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more.
Communicate important information simply and efficiently using Genesys SMS Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive text alerts are delivered to customers wherever they are.

Outbound using email

Take your campaigns to customers’ inboxes. Execute integrated campaigns across multiple channels, including email. Part of a multi- wave campaign, email can be leveraged in coordinated, multi-channel campaigns that can be integrated with calls, voice messages and text messages to communicate with your prospects and customers with your messages at the right time, while ensuring regulatory compliance.

Push notifications for mobile

Send notifications directly to customers mobile devices, about updates, service issues and update requests.