Topic 3: Genesys Cloud Contact centre
Audience: organisations looking to adopt AI-powered CX platforms, Existing UCaaS customers considering contact centre expansion, IT decision-makers (CIO, IT Director), Business leaders (Ops, Sales, Marketing)
Goal: Educate → Engage → Qualify → Convert
Format: 4-email campaign with progressive funnel depth
Cadence Recommendation: 5–7 days between sends
Partner Best practises: How to Run This Campaign Successfully
1. Campaign Setup & Tools
Partners can deploy this campaign using common email and CRM tools, including:
- Email platforms: HubSpot, Mailchimp, Constant Contact, Marketo
- CRM integrations: Salesforce, Microsoft Dynamics, HubSpot CRM
- Landing pages: Native tools in your email platform
Setup tips
- Create one master workflow with conditional branching (opens/clicks)
- personalise with:
- First name
- Company name
- Industry (if available)
- Use plain-text buttons or strong hyperlinked CTAs (often perform better in B2B)
2. Targeting & List Strategy
- Start with existing customers or warm prospects
- Suppress:
- Competitors
- Internal domains
- Segment if possible:
- Microsoft-heavy organisations
- Remote/hybrid workforces
- IT-managed environments
3. Optimization & Testing
- A/B test:
- Subject lines (clarity vs. curiosity)
- CTA phrasing (Learn More vs. Watch Now)
- Send emails during:
- Tuesday–Thursday
- 9–11 AM local time
4. KPIs to Track
| Funnel Stage | Key Metrics |
| Awareness | Open Rate, Bounce Rate |
| Engagement | Click-Through Rate, Content Downloads |
| Consideration | Time on Page, Webinar Views |
| Conversion | Demo Requests, Meetings Booked |
Use click behaviour to trigger sales follow-up after Emails 3 and 4.
The 4-Email Drip Campaign
Email 1 – Awareness
Funnel Stage: Top of Funnel (Education)
Subject: Is Your Contact centre Ready for Today’s Customer Expectations?
Preheader: Omnichannel support and smarter routing can change CX fast.
Body Copy:
Hello {{First Name}}
Customer expectations have shifted. People want fast, connected support across voice and digital channels, with less repetition and more personalised experiences.
Genesys Cloud Contact centre helps organisations modernise customer engagement with an omnichannel platform built to support consistent interactions across channels, improve agent efficiency, and create a better end-to-end experience.
If you’re exploring how to upgrade CX while keeping operations agile, here’s a great starting point to see what Genesys Cloud can do.
CTA: Learn More
Suggested link: Genesys Cloud CX Summary
Best regards,
{{Sender Name}}
Email 2 – Engagement
Funnel Stage: Early-Mid Funnel
Subject: How AI is Enhancing Contact centre Performance
Preheader: Unlock smarter customer interactions with AI-powered tools
Body Copy:
Hello {{First Name}}
The modern contact centre is powered by more than just communication tools, it’s driven by intelligence. AI is transforming how businesses interact with customers, enabling faster resolution times, smarter routing, and better agent support.
With Genesys Cloud, organisations gain access to powerful AI capabilities such as predictive analytics, workforce optimization tools, and powerful Agentic AI. These features not only enhance customer satisfaction but also improve operational efficiency.
Here’s an overview of how AI creates opportunities for smarter, more scalable CX strategies that deliver measurable results.
CTA: Watch the Overview
Suggested link: Unveiling CallTower’s Expanded Portfolio
Best regards,
{{Sender Name}}
Email 3 – Consideration
Funnel Stage: Mid Funnel (Problem/Solution Validation)
Subject: Why Businesses Are Switching to Genesys Cloud
Preheader: Simplify operations, scale globally, and improve CX with Genesys
Body Copy:
Hello {{First Name}}
Choosing the right contact centre solution is critical for enhancing contact centre operations. Businesses are rapidly moving away from legacy systems in favour of more agile, cloud-based solutions that can improve customer experience.
Genesys Cloud’s unified omnichannel platform enables organisations to manage voice, chat, email, and social interactions in one interface while maintaining full context across customer journeys. Its built-in AI capabilities support predictive routing, automation, and real-time insights, helping teams deliver faster, more personalised experiences.
Combined with a scalable, secure cloud-native architecture, Genesys Cloud allows businesses to adapt quickly to changing customer demands while improving operational efficiency and performance.
CTA: Explore the Genesys Advantage
Suggested link: Why Companies Choose Genesys Cloud
Best regards,
{{Sender Name}}
Email 4 – Conversion
Funnel Stage: Bottom of Funnel (Action)
Subject: Ready to Transform Your Contact centre? Let’s Talk
Preheader: Take the next step toward a smarter, AI-powered CX strategy.
Body Copy:
Hello {{First Name}}
If you’re ready to modernise your contact centre, now is the time to act.
Genesys Cloud, delivered by CallTower, provides a powerful, all-in-one solution designed to elevate customer interactions across every channel. With AI-driven automation, advanced analytics, and seamless integrations, your team can deliver exceptional service while improving efficiency and scalability.
CallTower’s experts will guide you through every step, from strategy and migration to implementation and optimization, ensuring long-term success.
CTA: Book a Genesys Consultation
Suggested link: Schedule a Genesys Cloud Consultation
Best regards,
{{Sender Name}}
Final Notes for Partners
- All copy is fully editable
- CTAs can be swapped for:
- Partner-branded landing pages
- Shared CallTower assets
- Partner-hosted webinars or demos
- Sales teams should engage after Email 3 or 4 clicks
