HI GHLI GHTS

Enables enhanced outbound

customer contact by integrating
the ALI Solutions Intelligent
Contact Suite with Genesys
Outbound Voice
Manages the flow of records
to each calling list with ALI
Solutions Intelligent Contact
Suite
Performs dialing with Genesys
Outbound Voice
Provides advanced call targeting
to Genesys Outbound Voice
by leveraging best time to call
functionality
SERVI CES DATASHEET
Overview
The Genesys ALI Adapter provides integration of Genesys Outbound Voice
with ALI Solutions Intelligent Contact Suite. This integration provides
best-in-class contact analytics applications for outbound contact centers,
including the collections market that Genesys addresses.
As worldwide culture evolves towards fewer landlines and multiple communica-
tion channels including mobile devices and smart phones, the task of contacting
customers, especially in the debt recovery business, becomes increasingly more
difficult. In the past it was possible for organizations involved in debt collection to
simply dial phone numbers and obtain a reasonable connect success rate.
Today, this is not possible.
Today, effective proactive customer communication is the key to obtaining a
high connect rate for companies that have large number of customers with
consumer, credit card, and other financial debt obligations. As a result, these
organizations are turning to contact analytics to improve contact success rates.
Formerly called Best-time-to-call applications, sophisticated new technology
allows the latest generation of contact analytics to offer new capabilities.
ALI is a leader in the Contact Analytics market, and provides best-in-class
automated decisioning, and dynamic campaign management solutions. The ALI
Intelligent Contact Suite helps organizations interact effectively with their
customers by accurately predicting their behavior and response. With this
knowledge, organizations can build the best strategies and implement the most
effective actions across the customer lifecycle. The Genesys ALI Adapter enables
the calling list management to be performed by the ALI OnQ and CallTech
modules while Genesys Outbound Voice is responsible for dialing and
managing agent interactions.
The Genesys ALI Adapter allows Genesys
Outbound Voice to operate effectively with the
ALI Intelligent Contact Suite and provide best-of-
breed outbound analytics.
Genesys ALI Adapter
Genesys
Infrastructure
Configuration
Outbound
Contact
Genesys
ALI
Adaptor
Oracle/MS-SQL
ALI
Infrastructure
OnQ
TM
&
CallTech
TM
File System/FTP
Shared
Resources
SERVI CES DATASHEET
Genesys ALI Adapter / page 2
Genesys and the Genesys logo are
registered trademarks of Genesys
Telecommunications Laboratories, Inc.
All other company names and logos
may be trademarks or registered
trademarks of their respective holders.
2012 Genesys Telecommunications
Laboratories, Inc. All rights reserved.
Corporate Headquarters
Genesys
2001 Junipero Serra Blvd.
Daly City, CA 94014
USA
Worldwide Inquiries:
Tel: +1 650 466 1100
Fax: +1 650 466 1260
www.genesys.com
About Genesys
Genesys is a leading provider of multi-channel
customer experience and contact center
solutions. With over 3,500 customers in 80
countries, Genesys orchestrates more than
100 million customer interactions every day
across the contact center and back office.
Genesys helps customers power optimal
customer experiences that deliver consistent,
seamless and personalized experiences across
all touchpoints, channels and interactions.
For more information visit: www.genesys.com,
or call +1 888 GENESYS.
2012054591 v. 1 06/12-U.S
Bringing the ALI Solutions Intelligent
Contact Suite to Genesys Outbound
The Genesys ALI Adapter offers tight
integration of Genesys Outbound Voice with
the industry-leading call targeting technology
in ALI Solutions CallTech and OnQ
solutions.
The Genesys ALI Adapter is responsible for
the integration of contact records, calling
results, and statistical metrics between ALIs
OnQ and CallTech and the Genesys
Outbound Contact Server.
It enables communication between Genesys
Outbound Voice and ALI Intelligent Contact
Suite through shared file systems and file
transfer protocols.
OnQ is ALIs patented software solution
that automates and centralizes campaign
and policy management while ensuring
regulatory and corporate call rule
compliance. It increases agent utilization and
reduces administration time by centralizing
and automating dialer campaign
management across disparate physical
dialing locations.
CallTech is ALIs patented predictive
analytic solution that optimizes daily
outbound call schedules by using call
targeting analytics to determine the
probability of getting a right party contact.
Once users have set an objective for each
campaign, CallTech matches contact
probabilities with available agent resources
to create an outbound call schedule that
maximizes contacts to the most valuable
customers, increasing dollars collected and
sales made.
Technical Requirements
Genesys Outbound Voice v7.x or v8.x
ALIs CallTech and OnQ version 3.X
JAVA SE Version 6 +
Oracle 10g, MSSQL 2005 or later
Windows 2003 Server or later
About Genesys
Professional Services
Genesys Professional Services helps
customers and partners succeed through
expert business consulting and industry
experience, unsurpassed software
solution planning and training, proven
implementation strategies, and experienced
project management. We offer a wide
variety of packaged and custom-tailored
development solutions to provide an
implementation strategy that meets specific
client requirements. www.genesys.com
About ALI Solutions
ALI Solutions is a leading provider of contact
center solutions including best-in-class
analytics applications for the collections
market. ALIs solutions empower business
users to maximize outbound agent
productivity and optimize customer contacts
through advanced contact analytics,
automated decision-making and dynamic
campaign management. Since 1992, many
of the worlds most successful companies
throughout North America and the Asia
Pacific region have chosen ALI because
its solutions enable them to proactively
communicate with their customers
more effectively, thereby improving
business performance and enhancing
their customer relationships.
www.alisolutions.com
KEY FEATURES AND FUNCTIONS

FEATURES BENEFI TS
Calling List Management Transforms calling list information from the ALI
Solutions OnQ application to Genesys Outbound Voice.
Call Results Transfers call result information from the Genesys
Outbound Voice environment to the ALI Solutions OnQ
and CallTech applications.
Calling List Statistics Produces calling list statistics to allow the ALI Solutions
OnQ application to deliver records as needed.
Agent Desktop
Integration
Incorporates calling list updates performed by an Agent
Desktop in the call result information. This includes call
rescheduling, custom call results, and call duration.
High Availability Supports Configuration Server and Outbound Contact
Server high availability.