Outbound Call Campaigns

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

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.

Call Strategies

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

Choose on which days and hours the campaign should run.

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.

Contact Management

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".

Learn More

Interaction History

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.

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)

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

Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Multi-channel outbound campaign manager, directly from a CRM
Callers can request a callback either from a webpage or while waiting in a calling queue
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Customer Profiles
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs
Interaction history
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Agent Guidance
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions