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XO Interactive and Genesys Announce On-Demand Proactive Communication Solutions for Six Key Vertical Markets


Two of the leading providers of customer service software and managed services have unveiled new, on-demand proactive communication solutions designed for vertical markets, including financial service, banking, healthcare, pharmacy, utilities and insurance markets.

At G-Force, North America’s largest annual meeting of Genesys customers and partners, XO Interactive, a leading provider of Enterprise Voice Managed Services and a subsidiary of XO Communications, and Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), demonstrated how on-demand communication solutions can help businesses be more proactive in addressing customer service and support issues.

Proactive contact is the use of outbound contact technology to anticipate customer needs and provide notification using any of several communication channels, including telephone, SMS, instant messaging, voice messages and paging. Key industry analysts are pointing to proactive contact as a new opportunity to improve customer loyalty and satisfaction .

In fact, a surprisingly large number of customers appreciate proactive communication and can become more loyal if it is used effectively. A global survey of 4,300 consumers released this week by Genesys found that 89 percent of consumers feel that proactive communications from companies by phone or by text can be a positive experience.

As an example, 87 percent of consumers indicated having a more positive opinion of a supplier after receiving a courtesy call to thank them for their business or to ask about their satisfaction. When used effectively, this type of proactive communication can build customer relationships. Some types of proactive communication are also less intrusive than live agent calls, such as voice or text messages, so it’s important to match the communication to the right channel.

For businesses, proactive communication can also help increase average revenue per customer, reduce the cost of customer service and improve customer retention.

A wide variety of industries can leverage proactive communications. For example, retail pharmacies can reduce inbound order status calls and the cost of return-to-stock by using automated “will call” to notify customers of prescription status and availability.

Insurance companies find that policy renewals increase with frequent communications leading up to the renewal event, and the number of products sold per customer increases.

Retailers already know that proactive communication with their most loyal customers can increase this segment’s spending. Not only can retailers generate additional revenue but, they can provide information on order status while confirming information (e.g. shipping) to ensure the highest levels of service.

On-demand proactive communication solutions for vertical markets were demonstrated in both the G-Force exhibit hall and during key breakout sessions. On-demand services are part of the XO Enterprise Voice Managed Services suite, and leverage the Genesys voice self-service platform to provide companies with the flexibility to proactively contact customers with both simple notifications and speech-enabled transactional communications.

XO Interactive on-demand services also enable companies to use the Genesys platform to quickly and easily deliver voice messages to customers via an automated system, with content customized for these specific vertical markets.

On Wednesday, April 25, at 8:30 a.m. at G-Force, XO Interactive will host a one-hour session titled, “Touch Your Customers As Never Before.” During this time, presenters will cover the value proposition, supporting industry examples and a success story of a customer’s communication innovation that drove additional revenue.


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