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

Blended Campaign Manager with a complete history of contact interactions.

Offers an interface to contact center managers to manage business contacts, run Agent/ NON-Agent based campaigns (IVR/ SMS), store past contact interactions, and optionally, run follow up campaigns based on certain wrap-ups.

Blended Call Strategies

Call strategy defines the calling pattern to redial contacts in the campaign with a definition of retry attempts for certain call results.

Give the freedom to your business teams to define call strategies on their own. Users can define each individual attempt separately with an option to choose the channel of the attempt, i.e. voice call or SMS.

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.

Dynamic changes to campaign prompts

Easily change the campaign prompts on the fly. Empower your CCX supervisors to add/remove CCX IVR prompts as per the needs of the business.

Interaction History

Keep the interaction history of a contact stored in ECM. For instance,

  • To make a callback only if the customer has not already called in
  • For agents to see the history (reason) for a customer, being in a campaign
  • Move contacts to follow-up campaigns based on certain wrap-ups assigned
  • Connect the callback to the last agent who handled the previous call

Contact Management

Manage your business contacts with the Contact Manager. Store customer's basic identification information along with service classification and customer preferences. This lets ECM take decisions such as when to dial a contact based on his preferred time to call, check before dialing if a contact is marked as DNC and/ or connect the call to a preferred agent.

See the report on the status of each contact in a campaign such as "Pending", "Dialed", "Failed".

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
User-defined call attempts Limited Limited Limited
Blended call rescheduling strategies (voice/ SMS) - - -
Campaign schedule - days of week, hours of the day Limited Limited -
Pause, resume campaigns on the fly - Limited. Stops all Cisco campaigns Limited
Partial pause/resume campaigns with filters - - -
Contacts Upload Status Report - - -
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 - - -
Single management console for voice, SMS campaigns - - -

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

See Hardware Sizing sheet for accurate machine specifications.

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)
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