CampaignsCisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Give your Cisco contact center supervisors the freedom to manage automated outbound campaigns from a web-based portal.

Leveraging on Cisco Outbound dialing capabilities, ECM offers you the freedom to import contact lists from any external data source, auto dial those contacts and implement conditional call strategies (rescheduling options) based on the dialer outcomes.
REST-based APIs provide the flexibility to create and manage unlimited voice campaigns, have the call results updated against each prospect and view consolidated campaign reports, all from your preferred CRM. A toggle button makes it easy to start and abort campaigns at any time.

Features

User-defined Call Strategies

Define your own call strategies per campaign that determines what to do if a customer is not reached. Apply a call strategy to selective calls.

The redialing sequence for phone retries determines the sequence by which the various phone numbers of a customer should be tried. Available options are 'Consecutive' (give consecutive retries to the same number) and 'Alternate' (dial the two numbers one by one).

An upcoming release would also add SMS as a redialing strategy so you can reach out to your customers via SMS after having failed with the calls.

Schedule campaigns for certain days of the week

Easy scheduling of outbound campaigns. Choose selective days of the week when the campaign must run and skip others.

Start, Stop or Resume campaigns on the go

A switch to easily start, abort and resume dialer campaigns. This helps in emergencies or situations where we need to stop dialing the calls in a campaign. The application keeps track of the point where the dialing was stopped and resumes from this same point.

However, a contact that already had reached the dialer before the campaign abort call, will still be dialed.

Seamless integration with third-party CRM

RESTful APIs for an end-to-end integration and management of campaigns from within your preferred CRM. This integration includes all steps ranging from creating a campaign to updating call results of the calls back to the CRM.
See Siebel Integration with ECM to manage outbound campaigns from Siebel Marketing.

Dynamic changes to campaign prompts

Easily change the campaign prompts on the fly. Empower the non-technical supervisors to add/remove campaign prompts as per the needs of the business.
Note that this is available only with Cisco Contact Center Express (CCX) deployments.

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.


Feature ECM Cisco CCE 11.0 and earlier Cisco CCE 11.5 and 11.6 Cisco CCX 11.5 or earlier
End-2-end campaign management from CRM applications using RESTful APIs - Limited - without call results logging Limited
Flexibility to add user-defined call strategies Limited Limited Limited
Campaign schedule - days of week Limited Limited -
Pause, resume campaigns on the fly - Limited. Stops all Cisco campaigns Limited
Partial pause/resume campaigns with filters - - -
Maximum active campaign limitations Unlimited Unlimited Unlimited 15
Automatic import of contacts list - - -
LIFO (Last_In_First_Out) dialing - - -
Change CCX IVR campaign prompts on the go - - -
Consecutive/alternate redialing options among multiple phones of the customer - - -
Send SMS as rescheduling strategy Limited - More advancements coming up - - -
Single management console for all voice, SMS, Email campaigns Roadmap - - -

Compatibility with specific versions of Cisco Contact Center Express and Enterprise

Cisco Unified Contact Center Enterprise (UCCE)

versions 10.5 and higher

Cisco Unified Contact Center Express (UCCX)

versions 10.6 and higher (premium)

Note: Campaigns can co-reside with any other CC Admin module.

Hardware Requirements

Server Cores 2 Cores
RAM 6 GB
Hard Disk 100 GB

Software Requirements

Operating System Windows Server 2008 Standard Edition R2
Java JDK 1.7.0_21
Tomcat apache-tomcat-8.0.30
Browser Mozilla Firefox (50.1.0)

Other CC Admin Modules

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