Proactive Outbound Notifications in your Contact Center

Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating an outbound notification solution into your contact center can create a more dynamic user experience for your customers.

We see it every day. Customer expectations are driving significant changes in how contact centers’ operate in their approach to customer interactions.  For years businesses have been focused only on voice interactions and how best to optimize them with speech applications.  Customers now demand a more flexible encounter – one that allows them to select a channel of their choice (chat, SMS, voice, mobile, visual IVR) to interact with a business.  Today’s contact center technology is focused on delivering an omnichannel, friction-less, personalized and seamless interaction.   Transformation of how customers connect with your business is no longer a choice, it is an immediate call to action to understand what is required to deliver the best customer experience possible.

Adding Personal Notifications

Making outbound notifications part of your contact center drives you closer to this goal. They allow you to proactively deliver information that customers need in the format they prefer. The notifications remove the responsibility from their shoulders of needing to call into your contact center for information.

How it Works

Any organization can design an outbound notification campaign that is unique to their business needs. You control things by setting up rules on how they apply to different contact lists. The rules specify things like the type of media used for the notification, parameters around using that media and adding restrictions over delivering each message.

Messages can be sent individually or sent out to thousands of recipients. Here are some examples of ways you can configure different outbound notification campaigns.

• Appointment reminders from physicians or other healthcare providers
• Reminders to pick up prescriptions from the pharmacy
• Alerts from schools on things like snow days or other school closings
• Notifications of outages from utility providers
• Reminders from charity organizations about an upcoming event
• Messages from service shops about the completion of repairs

Any business can find ways to use contact center notifications in ways benefiting their customers and clients.

Contact Center Improvements

Outbound notifications can be set up in a contact center so that they track the success rate of connecting during outbound calls. It can reschedule calls automatically if it encounters issues like busy signals. These calls can be set up to dial only during hours considered to be less intrusive and suited to the time zone of the recipient.

You can generate more cost savings by using contact center outbound notifications to respond to customer inquiries before they even need to ask questions. A contact center can handle periods of low activity by launching notifications which give users the option of contacting an agent. Controlling inbound call traffic this way without needing to increase staff during busy periods helps generate more cost savings for your company.

Screen Pop Option

You can opt for CTI software for further management of outbound calls. It allows you to create Screen Pops capable of transferring live calls to agents in local or remote call centers.

Extensive Flexibility

You can choose from a variety of media for message delivery.

• Phone calls
• SMS messages
• Emails
• Outbound notification campaigns can be installed using cloud-hosted or on-premise options. They can also work if you have a hybrid of both solutions.

Our browser-based administrative interface gives your staff full control over every aspect of the notification service.

• Campaign start and end dates
• Addition, removal, and removal of different contacts
• Addition, deletion, or modification of all content
• Creation of campaign-based reports
• Access based on roles

Your staff can configure campaign parameters for different languages, the type of data sent through media, and constraints based on time zones.

Interested in learning more about adding outbound notifications to your contact center? Contact Waterfield today.