Genesys Cloud - How to - Outbound - Agentless Campaign

The maximum number of outbound lines is influenced by several operational components:

Component	Description
Telephony capacity	Available SIP trunks or carrier channels
Dialing mode	Predictive, Power, Progressive, or Agentless dialing
Agent availability	Number of agents ready to handle calls
Campaign configuration	Dialing rules and pacing settings
System limits	Platform limits configured by Genesys Cloud
Compliance rules	Regulations that restrict dialing behavior

Create Agentless Campaign (Genesys Cloud)

Summary

An Agentless Campaign in Genesys Cloud is an outbound dialing campaign that automatically delivers pre-recorded messages or notifications to contacts without requiring an agent to participate in the call. These campaigns are commonly used for broadcast notifications, reminders, alerts, and informational announcements.

Agentless campaigns use contact lists, dialing rules, and pre-recorded audio messages to communicate with customers at scale. Since no agent is involved, the system automatically plays the message when the call is answered.

This feature is commonly used in proactive customer communication strategies, especially when large numbers of customers must be contacted quickly.

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Utilization

Use Case	Description
Appointment reminders	Automatically notify customers of upcoming appointments
Service outage alerts	Inform customers about system outages or maintenance
Payment reminders	Notify customers about pending or overdue payments
Emergency notifications	Deliver urgent alerts to large customer groups
Marketing announcements	Broadcast product updates or promotional campaigns

Agentless campaigns allow organizations to reach large audiences quickly without requiring agent participation.

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Best Practices

Practice	Reason
Ensure customer consent for automated calls	Maintains regulatory compliance
Use clear and concise recorded messages	Ensures customers understand the message
Verify contact list accuracy before launching campaign	Prevents dialing incorrect numbers
Schedule campaigns during acceptable contact hours	Avoids customer dissatisfaction
Monitor campaign results and call outcomes	Helps evaluate campaign effectiveness
Avoid excessive campaign frequency	Prevents customer frustration

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Example Scenarios

Scenario 1 – Appointment Reminder Broadcast

Healthcare provider prepares contact list
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Administrator creates agentless campaign
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Pre-recorded appointment reminder selected
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System automatically dials contacts
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Customers receive reminder message

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Scenario 2 – Service Outage Notification

Utility company experiences service outage
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Administrator launches agentless campaign
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Recorded alert message configured
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System calls affected customers
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Customers receive outage notification

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Scenario 3 – Payment Reminder Notification

Billing department identifies overdue accounts
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Contact list created
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Agentless campaign configured with reminder message
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System delivers automated calls to customers

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Key Benefits

Benefit	Explanation
Scalable communication	Large groups of customers can be contacted quickly
No agent involvement required	Automated calls reduce workload on agents
Fast message delivery	Notifications reach customers immediately
Operational efficiency	Ideal for broadcast-style communications
Integrated campaign management	Managed within Genesys Cloud outbound dialing framework