Unified Outbound Engagement & Callback Orchestration for a Leading US Life Insurance Provider
Quick glimpse
Our client, a leading life insurance provider, needed an intelligent outbound engine that could synchronize Salesforce campaigns with Genesys dialer workflows, automate callbacks, and ensure licensed-agent routing.
We stepped in to deliver a unified, high-precision dialing ecosystem that improved agent efficiency, strengthened compliance, and elevated outcomes across multiple insurance product lines.
Impact Delivered
- Higher contact and conversion rates across Life, Whole, Universal & Annuity leads
- Improved retention outcomes through structured follow-up workflows
- Scalable architecture supporting multi-unit operations without friction
Tech Stack
- Salesforce + Genesys Cloud CX + Custom Integration Layer
Client
- A Leading US Life Insurance Leader
Project Highlights
- Engineered a fully automated Salesforce → Genesys outbound campaign orchestration layer
- Enabled auto-dialing, where agents handle only connected, live calls
- Automated callbacks, preview dials, and progressive dialing for high-volume teams
- Delivered compliance-led routing, ensuring only licensed agents handle regulated conversations
- Built fault-tolerant campaign refresh, retry logic, and error-handling for reliable daily operations
- Scaled seamlessly across Sales, Retention, and Inbound Service business units
Industry
Insurance
Challenge
- Disconnected outbound processes caused low connect rates and inefficient agent utilization.
- Salesforce campaigns could not sync automatically with Genesys, resulting in significant manual effort.
- No structured callback handling led to follow-up failures and lead leakage
- Business units (Sales, Retention, Service) required different dialing modes and routing controls
- Needed a compliant routing model ensuring only licensed agents discuss regulated offerings
- Frequent sync errors and a lack of retry/refresh logic hurt operational reliability
The ask was for a scalable, centralized orchestration layer tightly integrated with Salesforce and Genesys.
How we helped
1. Built the Salesforce → Genesys Outbound Orchestration Layer
- Automated mapping of Salesforce campaigns to Genesys outbound campaigns
- Seamlessly pushed campaign members as dialable contacts with eligibility controls
- Enabled consistent, high-volume outbound operations
2. Intelligent Callback & Dialing Execution
- Orchestrated callbacks via Genesys for accurate, preview-based handling
- Supported Progressive and Preview dialing modes across DSU (Sales), OSR (Retention), and SISU (Inbound Service)
- Ensured zero callback leakage with end-to-end routing logic
- Advanced Contact Center Configuration
- Architected outbound flows, in-queue rules, rule sets, attempt controls, and recall logic
- Designed routing tables with licensing, skills, and business rules
- Ensured balanced agent workloads through enriched state management
4. Enterprise-Grade Reliability and Governance
- Built an automated framework for sync retries, error-handling, and uncallable record detection
- Implemented daily campaign-refresh jobs to repopulate eligible contacts
- Synced inbound SISU wrap-up codes from Salesforce to Genesys for unified reporting
Why This Engagement Sets a Benchmark
This project stands out as a benchmark for large-scale outbound transformation in the insurance industry. It combines deep Salesforce engineering, advanced Genesys Cloud CX configuration, and an enterprise-grade integration layer to unify sales, retention, and service operations.
From behavior-aware dialing and zero-leakage callback management to compliance-led routing and fault-tolerant automation, the solution demonstrates ABSYZ’s ability to deliver mission-critical CRM + Contact Center modernization at scale. It redefined how an insurance carrier orchestrates every customer touchpoint across its lifecycle.
