Outbound customer communication is undergoing a renaissance, thanks to new technologies that go beyond old-style predictive dialers, many that live in the cloud. And customers are far more willing to receive contact from businesses, as long as those contacts are relevant, targeted and circumspect. When you add in new outbound channels (like text and email) that customers are much more receptive to, it is fair to describe what the industry is experiencing as a new golden age of the outbound contact.

Proactive Customer Contact has emerged as a dynamic new use case for outbound communications. Contact centers can use PCC to notify customers of relevant new information, thereby increasing customer satisfaction. But in order to make it work, companies need to focus on creating flexible interactive mechanisms for contact that facilitates two-way conversations between them and their customers. Planners need to ensure that outbound communications are relevant and targeted. The key to making it work is sensitivity to the contact preferences expressed by the customer.

Key take-aways for attendees include:

• How businesses benefit from making more of their communications proactive
• Understanding how current trends on PCC usage
• Key requirements for making a PCC program successful