send Outbound campaign as Email?

Hello All,
We want to send our outbound campaigns as emails to customers.
Please let me know if this is possible.
Ex: When we have new customers, and we send them progressive campaigns, we would also like to send those customers emails thanking them.
How can this be achieved?

Hi,

Yes, outbound email campaigns are supported by Genesys Proactive Routing. Please look at Genesys 7.6 Proactive Routing Solution Guide where you can find all required details including sample strategies.

R.

Thanks Rene. I checked the document and it has Genesys strategy details.

Hello All

I am new to eservices and trying to implement outbound email campaign which does not involve agents. Please let me know what dialing mode should i use ?

Please read the documentation as René stated, it is all explained there.

I have been investigating this also…

In the Use Cases section, regarding Outbound Email Campaigns, it states:

A Proactive Routing solution could be used for the following use case:
• Create a template for the outbound e-mail.
• Create an Outbound List with e-mail address as one of the record
attributes.
• Configure a Campaign for proactive interaction routing.
• Routing strategy does not route interactions to the Agent Desktop, but
instead sends outbound e-mails using integrated Genesys E-mail
capabilities.

Which looks to meet my needs. I’m comfortable with the OCS configuration, but not so with the first bullet point - the creation of the template for the outbound e-mail.

Is there a reference document for this, since it is not described in the Proactive routing.

We have eServices 8.1 licensed and installed, but not readily used by my team.

On OCS create a ESP port (config manager)
Then do connection between IXN and OCS
Now create a new template (check OCS Ref. Guide)

• Simply create a new one (Format) from the existing one and add the user fields you may need

Create a Table access
Create a calling list with this format and table access
Associate to a campaign

Go!

I will set something up to test… I’m sure I can get something done in OCS to create the email.

I see that connection between IXN and OCS, and setup of the ESP is described in the Proactive Contact Guide.

BTW I found the v8.0 of this document, and it deals only with GVP!

Search for Proactive Routing Solution 7.6, it is the same for 8

yes, I already have it… I was looking for a newer copy and found v8, and was surprised it no longer mentions anything about Email, and is a GVP document.

Surprised it didn’t have a different name!

Dont confuse the Proactive Solution Guide with the Proactive Routing Guide…

D’oh. Perhaps I already did.

Ok, all of this is in place, in terms of IXN / ESP etc.

So the outstanding question is, how do I define what the actual email itself looks like?

??? Knowledge Manager Sir…
Please read more docs before, if you don’t have a clear idea of all the Multimedia solution is going to be complex.
And not asking you not to ask, but there are something that asked is not the same as understood and read deeply will be the same.

Read URS Strategies samples, Multimedia components definitions, all of it not just pieces

Yes, you’re quite right…

We have eServices installed, and used only for a small handful of inbound email interactions, which the agents do not reply with… so it is safe to say we don’t use it very much. However, I cannot break what we already have, so I don’t really get the opportunity to “play”…

When I installed Knowledge Manager earlier, it was totally blank, and even with the default account, I apparently don’t have permissions to do anything with it, so I really need to go back through the docs and find out what’s not setup correctly.

Looks like a few fun days with the PDFs in front of me… time I really don’t have when I have production issues to resolve too

But it is the right thing to do…

I bet that if you take 1 day to read docs and understand them you will go and kick ass on many issues you may have and find out they were small things. Always take notes on changes you made and point out possible configuration options that may help you so later you can review them and see how they behave.

Just a quick note on this…

I did, finally, manage to get some time with the PDFs (Outbound, Proactive Routing, URS, Business Process) and a quiet contact centre, and was able to work through this.

The issue with KM was that it was set for role-based permissions, so once I was round that, I could create a plain-text “hello world” email and save it as a Standard Response.

I then tried using some of the pre-installed Strategy Samples, along with my Campaign / Calling List - but this wasn’t working.

So, referring to the Business Process PDF, I created a new process from scratch, including the strategy needed to create and send the outbound email (pulling the mailto address from the attached data, setting the InteractionType and MediaType (which defaulted to ‘outboundpreview’ and ‘internal’ and needed to be ‘Outbound’ and ‘email’) and I can now:

Load a calling list into my Email Campaign (contact_info = email address not phone number)
Start Campaign
Each record is submitted via OCS to IXN/URS
Strategy creates the Standard Response
Email is sent to Customer
Strategy updates the record in OCS, setting a custom field to “Email Sent” so we can see which records have been emailed

Ok, so the error handling might not be quite right yet, and I can’t see what I hoped I would see in the Interaction Reporting… but otherwise it is good progress

btw, in what mode are you running campaign? I’ve played with push preview and found that OCS submit incorrect media type (internal instead of outbound) attribute to interaction server. This result in that some multimedia blocks in strategy return response ‘invalid media type’.

Yeah, see above. Running in Push Preview (with no VTD, it can’t be Predictive).

I was getting errors from the EmailServer saying it was expecting interactiontype and mediatype to be different, so I just used some functions in my strategy (as mentioned above) to set them to the ‘correct’ values.

There’s no mention of this in the documentation for Proactive Routing (indeed, it is not clear how to configure the strategy at all, which is why I struggled with it) but a little playing during some quiet time and I was able to resolve it.

yes, i did it the same way, but just wanted to know is it normal or not..

And do you plan to analyse email delivery responses? For my campaign right now i decide to set call_result depending of result send sms block and mark record proceeded. In complex case i think it’s possible to wait acknowledge from remote mail server and set call result in outbound depending on it.