Regulatory Compliance Features

• Campaign configuration features help telemarketers and collections agencies comply with regulations.

• Collections campaigns can use skills-based dialing and routing with agents who are trained to handle specific products or customers.

• Contact lists can be scrubbed prior to dialing. Caller ID can be set for each campaign and overridden on a per-call basis. Legislative messages can be played when no agents are available.

• Abandon Rate settings allow customers to manage abandonment rate calculations, control how abandons affect the pace of outbound dialing, and to specify on a per-campaign basis, what is considered an abandoned call. Other settings control no answer timeouts, time zone blocking, and whether or not configuration changes are recorded for auditing purposes.

Overview

Interaction Dialer provides options that help organizations stay in compliance with government and conventional regulations and to be good corporate citizens.  In providing these options, Genesys has considered and continues to review a wide range of regulations including the US FTC's Telemarketing Sales Rule (TSR), the US FTC's Fair Debt Collection Practices Act (FDCPA), the UK OfCom's Persistent Misuse Statements, and many other government and locale requirements.

Regulatory compliance options for telemarketing, collections, and other types of campaigns are fully supported.  These options include flexible time zone management, abandoned rate definition and control, DNC scrubbing, caller ID and name specification at the campaign and call level, call and screen recording, call time out controls, legislative message handling, opt-out controls, and more.

Controls include detailed and per-campaign management of abandoned rate (for example how it is calculated, when a call is considered abandoned, targets rates), control over caller ID name and number, no answer timeouts, legislative messages in case of no available agent, and more.

Pre-scrubbing and just-in-time scrubbing of do-not-call (DNC) numbers is supported using any combination of customer-supplied DNC lists, third-party DNC scrubbing, and on-the-fly exclusion of specific numbers programmatically (for example: specific collection accounts or call-in DNC requests).  Just-in-time DNC scrubbing checks the supplied list or third-party DNC service just prior to placing calls allowing numbers to be added at any time while dialing. For details, see the DNC Scrubbing feature overview.

Time zones can be configured to match both real-world time zones and business or convention driven time zones.  See Time Zone Blocking.

A collections campaign can use skills-based dialing or routing with agents who are trained or allowed to handle certain products or customers:

• Skills-Based Dialing examines skills in contact records, to dial only those contacts that can be handled by the available agent pool.  Skills-based dialing is available for preview, power, and predictive campaigns.

• Skills-Based Routing sends an already connected call to an agent that has required skills, such as the ability to speak the contact's language, required product familiarity, and so on.

Interaction Dialer can record all details of calls placed including configuration changes, specific numbers and call times, and whether or not a call was abandoned.  This data provides a clear audit trail for proof of good faith efforts, if needed. See Configuration Change Auditing tab of the Global Dialer Settings view.