Campaign Manager for Cisco Contact Center

Shehzad Iqbal Leave a Comment

Campaign Manager for Cisco Contact Center

Manage automated outbound campaigns with the capability to implement flexible call scheduling strategies. Running on top of Cisco Outbound Solution, ECM leverages on its dialing capabilities to automatically retrieves campaign contacts from CRM, over a RESTful API. Users can switch on/off any campaign on the go or schedule it for any day of the week.

Customized Call Strategies

Add customized call rescheduling strategies such as dial primary phone number of the customer 3 times with a delay of 5 mins if the call result was “Ring No Answer”. So getting failure all the three times would trigger the secondary number of contact.

Seamless integration with third-party CRMs

With the integration APIs, you can seamlessly integrate with any third-party CRM solutions such as Siebel, so as to control the outbound campaigns right from the CRM application. ECM APIs for third parties allow you to upload campaign data and log call results back to the CRM. The APIs are currently only available with CCX; APIs for CCE will be available soon. See Siebel Integration with ECM to manage outbound campaigns from Siebel Marketing.

Start, Stop or Resume campaigns on the go

It provides a switch to start, stop and resume a campaign at any time. This helps in emergencies to stop dialing the calls, e.g. if the dialer abandoned call rate exceeds a predefined limit. The system can keep a track of the point where we stopped dialing and resume from the same point.

Schedule campaigns for certain days of the week

It provides a switch to start, stop and resume a campaign at any time. This helps in emergencies to stop dialing the calls, e.g. if the dialer abandoned call rate exceeds a predefined limit. The system can keep a track of the point where we stopped dialing and resume from the same point.

Do Not Call (DNC) Lists

Some customers do not wish to be called by the system for any kind of outbound campaigns. ECM provides options to supervisors/business users to add such contacts in a Do-Not-Call list in the system. So each time a campaign runs, before dialing, the dialer checks the contact if it exists in DNC, so that if yes, it should not make a call to that contact.

For more info, drop us an email at [email protected], or visit http://www.expertflow.com/ecm

 


 

 

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