Outbound Call Campaigns
Multichannel Campaign Manager with contact selection, call strategies and execution control
An interface for contact center managers to run Agent/ NON-Agent based campaigns (IVR/ SMS), manage business contacts, store past interactions, and optionally, run follow up campaigns based on certain wrap-ups.
Supervisors with the appropriate access rights can define the number of retry attempts for certain call results.
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
Start, Stop or Resume campaigns on the go
A switch to easily start, stop, resume and abort ongoing dialer campaigns. The application keeps track of the point where the dialing was stopped and resumes from this same point.
Contacts that were already transferred to the dialer before the campaign abort, will still be dialed.
Integration with your CRM or Marketing Cloud
RESTful APIs allow you to create control your outbound call and SMS campaigns directly from your CRM or Marketing tool. This includes all steps ranging from creating a campaign to updating results to the marketing tool. Marketeers can work primarily with their preferred CRM or Marketing tool without having to worry about the dialer or campaign manager.
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.
ECM is part of CIM (Customer Interaction Manager) suite, which gives you advanced controls over contacts. 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 reports on a contact's status of each contact in a campaign such as "Pending", "Dialed", "Failed".
With CIM Interaction History module, keep the interaction history of a contact to decide on follow-up actions. For instance,
- Make a callback only if the customer has not already called in
- See the reason why a customer is being dialed
- See the past interactions of a customer while dialing an outbound call
- Trigger follow-up campaigns based on certain wrap ups
- Connect the callback to the last agent who handled the previous call
Agent Guidance Scripts
Design and link intelligent call scripts with outbound contact center campaigns to guide agents in handling certain types of campaigns. OR design plain feedback forms to allow agents to ask certain questions and record customer feedback to better analyze customers' trends and interests. This requires Agent Guidance module of CIM.
For instance, register a new order based on the customer interest while dialing in a marketing campaign.
See Hardware Sizing sheet for accurate machine specifications.
|Operating System||Windows Server 2008 Standard Edition R2|
|Browser||Mozilla Firefox (50.1.0)|
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)|
|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||–||–||–|