Genesys Cloud handles the calling. RAOutbase automates everything around the campaign.
RAOutbase Campaign is the operating layer around Genesys Cloud outbound - it syncs contact lists from your CRM, provisions campaigns, runs retry and callback cadence, checks DNC before every dial, reports on connect rate and best time to call, and writes outcomes back to the source record.
One campaign operations layer, six capabilities
Genesys Cloud dials. RAOutbase automates the operational lifecycle wrapped around every campaign - getting the right list in, keeping follow-up consistent, checking suppression before the dial, and getting results back out. Six capabilities make that happen - each is covered in its own section below.
Automated List Sync
CRM and file sources mapped, deduped and loaded into Genesys Cloud contact lists - on a schedule, no export-clean-upload work.
Retry & Follow-up Cadence
Per-attempt retry ladders, calling windows, callbacks and hard stop rules - follow-up policy turned into repeatable campaign logic.
DNC & Suppression Control
Layered suppression checked before every dial, with an exportable audit trail of why a contact was blocked.
Campaign Provisioning
Queue, contact list, wrap-up codes, rule set and campaign created or repaired in order - instead of a run that just fails.
Outbound Reporting
Connect rate, best time to call, cadence effectiveness and full contact history - campaign intelligence while it's still actionable.
CRM Write-back
Outcomes and attempt history mapped and written back to the source record, so the CRM reflects what happened in Genesys.
Genesys Cloud dials. The work around the campaign is still manual.
Genesys Cloud handles outbound calling well. But the operational work wrapped around each campaign - preparing lists, managing follow-up, checking suppression, reconciling results - often stays manual, and that is where time is lost and risk creeps in.
Where outbound campaign operations still hurt
Manual lists - teams export, clean, dedupe and reload customer lists for every run.
Follow-up gaps - retries, callbacks and time windows become hard to manage at scale.
DNC risk - suppression has to be checked consistently before customers are dialed.
Reporting delay - campaign results often need manual exports and reconciliation.
CRM disconnect - outcomes and attempt history may not flow back to the source system.
One campaign lifecycle. One control layer.
RAOutbase is positioned around the operational lifecycle - not as another dialer. It connects to your source data, prepares the list, lets Genesys Cloud do the calling, automates the follow-up, and measures and writes the results back. The same partner that designs and runs your Genesys contact center runs the campaign operations around it.
Automated List Sync - the right list in Genesys, without the manual prep
RAOutbase pulls contacts straight from your source systems, maps the columns to the Genesys contact-list format, dedupes by contact ID, and loads a campaign-ready list - on a schedule or on demand. Incremental syncs pick up only what changed, and replace or append modes control how the list is refreshed.
That removes the repetitive export-clean-upload cycle teams run before every campaign.
What it delivers
Connect the source - Salesforce, ServiceNow, Dynamics 365, SFTP, CSV / Excel or SQL.
Map & dedupe - columns mapped to the Genesys contact-list schema, duplicates removed by contact ID.
Incremental changes - sync only what changed since the last run, not the whole book every time.
Replace / append modes - control whether a sync rebuilds the list or adds to it.
Scheduled refresh - campaign-ready data kept current in Genesys Cloud automatically.
Retry & Follow-up Automation - follow-up policy as campaign logic
RAOutbase turns your follow-up rules into a per-attempt cadence ladder. A first attempt is dialed by Genesys; a no-answer retries after a set interval; a second no-answer retries again; a callback can be routed to the same agent or a chosen window; and a final outcome ends the cadence. Calling windows keep attempts inside allowed hours.
The agent doesn't rebuild a retry list between attempts - the cadence decides the next action from the last outcome.
What it delivers
Per-attempt retry ladders - each attempt has its own interval and rule, not one blanket retry setting.
Calling windows - morning / afternoon windows keep dials inside approved hours.
Callbacks - scheduled callbacks routed to the same agent or a chosen window.
Same-agent routing - continuity where the relationship matters.
Hard stop rules - a terminal outcome ends the cadence - no endless dialing.
DNC & Suppression Control - check eligibility before the dial, keep the evidence after
Before a contact is dialed, RAOutbase checks it against layered suppression sources - uploaded lists, existing Genesys DNC, and a real-time pre-call API. Eligible contacts are allowed through; suppressed contacts are blocked. Every decision is recorded with its source and timestamp, and the suppression history is exportable.
The result is more consistent DNC execution and clearer evidence of why any given contact was not called.
What it delivers
Uploaded suppression lists - customer-supplied do-not-call and opt-out lists loaded and honoured.
Existing Genesys DNC - the platform's own DNC lists respected, not bypassed.
Real-time pre-call API - check eligibility against a live source at the moment of the dial.
Pre-call decision - eligible → allow dial; suppressed → block dial, before Genesys places the call.
Exportable audit trail - source, timestamp and suppression history you can hand to an auditor.
Campaign Provisioning - build or repair the setup instead of failing
A Genesys outbound campaign depends on several objects being in place: a queue, a contact list, wrap-up codes, a rule set and the campaign itself. RAOutbase provisions these in order when a campaign is created, and if a required object is missing or misconfigured it can create or repair the supported setup rather than letting the run fail.
That removes the repeated setup work operations does every time a campaign is stood up or fixed.
What it delivers
Queue - created or verified for the campaign's calls.
Contact list - created and mapped to the synced data.
Wrap-up codes - created or verified so outcomes are captured consistently.
Rule set - created and applied for cadence, windows and suppression.
Campaign - created and configured - with missing objects repaired, not skipped.
Outbound Reporting & Best Time to Call - campaign activity the business can act on
RAOutbase turns campaign activity into information while the campaign is still running - not a raw export after the fact. Connect rate shows which campaigns are reaching customers; best time to call shows which weekday and hour performs best; cadence effectiveness shows which retry step actually produced the conversation; and contact history shows what happened on every attempt.
What it delivers
Connect rate - which campaigns are reaching customers, trended over time.
Best time to call - which weekday and hour produces the highest connect rate.
Cadence effectiveness - which retry step produced the conversation, so the ladder can be tuned.
Contact history - a full record of what happened on every attempt for every contact.
Actionable in-flight - read the campaign while you can still change it, not from a next-day export.
CRM Write-back - close the loop so the source system reflects the call
When a call completes in Genesys - answered, no answer, callback, wrap-up, with an attempt count - RAOutbase processes the result, maps it to your CRM's fields, and updates the original record. Campaign history is retained on the record, so the source system shows what happened without an agent typing it in or a spreadsheet in the middle.
What it delivers
Outcome capture - answered, no answer, callback, wrap-up code and attempt count from Genesys.
Outcome mapping - Genesys outcomes mapped to the fields your CRM or database expects.
Record update - the original source record updated automatically after the call.
Campaign history retained - the attempt trail stays on the record for future context.
No manual step - no agent re-keying and no reconciliation spreadsheet.
One campaign engine. Multiple business use cases.
The workflow stays consistent - connect, sync, engage, follow up, measure, write back. Only the campaign objective changes. RAOutbase runs one operating layer across very different outbound programs.
Insurance
Renewal books synced nightly; the cadence stops the moment a policy is renewed.
Collections
Overdue accounts on an escalating retry ladder, with suppression checked every dial.
Healthcare
Appointment reminders that retry after voicemail, inside approved calling windows.
Sales
Win-back and lead follow-up routed to best-time-to-call windows.
Service
Outage and notification lists launched as fast, one-off campaigns.
BPO
Each client isolated by org, users and reporting under one campaign engine.
Translate the capability into an operating outcome
The same campaign work, done a different way - manual effort removed at each step of the lifecycle.
Before vs. with RAOutbase
| Before | With RAOutbase |
|---|---|
| Manual list preparation | Scheduled list synchronization |
| Rebuilding retry lists by hand | Rule-driven follow-up cadence |
| Inconsistent DNC checks | Layered pre-call suppression checks |
| Delayed, export-driven reporting | Campaign intelligence while it's still actionable |
| Manual CRM updates | Automated outcome write-back |
| Campaign knowledge lives with individuals | Repeatable operating process |
Run Genesys outbound campaigns without the manual work around them.
Request a demo and see RAOutbase sync a list, run the follow-up cadence, check DNC before the dial and write outcomes back to your CRM - with Genesys Cloud doing the calling.
Request a demo