ACTIVE_Campaigns

Outbound Campaign Manager

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

A multichannel campaign manager that can work with lists, individual callback requests, as well as external data sources.

Run interactive, agent or non-agent based campaigns (IVR/ SMS/ Chat), store interaction data, and trigger agent-based or anonymous surveys/ questionnaires.

Documentation Show Pricing API Developer Guide Forum / FAQs

Call Strategies

Define rescheduling strategies such as number of retry attempts and the channel of the attempt, voice or SMS, for selective call results.

Campaign Schedule

Control campaign execution by defining hours of the day, days of the week when a campaign should run.

Start, Stop or Resume campaigns on the go

Toggle to start, stop, and resume ongoing dialer campaigns.  The application keeps track of the point where the dialing stopped and resumes from this same point. 

Contacts that got transferred to the dialer already before the campaign abort, would still be dialed.

SMS/ Chat Campaigns

Choose the campaign channel as voice or SMS.

Add SMS attempts in a Voice campaign to reach customers via SMS if not reachable via voice. You can also run standalone SMS campaigns to send promotions, business reminders or follow ups to customers.

In Q2/ 2021, campaigns over digital channels such as chat (=SMS, Email, any chat) are being done with the Expertflow Plugin to Mautic.

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.

Real-time Campaign Reports

View real-time reports in ECM to see the status of a customer contact in the campaign in near real-time such as “Pending”, “Dialed”, “Failed”.

Historical Reports in CUIC

View consolidated and detailed historical reports to see what happened to your campaigns. Drill down on the call results to see what happened to an individual call.

* Campaign reports for CCE customers will be available soon in CUIC.

Digital campaigns (Email, WWW, any chat channel) and CRM integration

With the upcoming release (Q2-2021) , ECM will be part of the CIM (Customer Interaction Manager) framework, and integrate with Mautic as a plugin. Mautic tracks contacts across websites, organizes contacts and nurtures them through landing pages, forms, web notifications, integrates with CRM systems, automates email campaigns.

The Expertflow plugin extends Mautic by sending chat messages over any chat channel (SMS, Whatsapp, Viber, FB Messenger,…), and receiving responses by a chatbot or an agent.

Expertflow CIM, Hybridchat and ECM has open API’s that can be adapted to Marketing clouds other than Mautic.

Agent Guidance Scripts

Design and link intelligent call scripts with outbound campaigns to guide agents during campaigns OR design plain feedback forms to allow agents to ask certain questions and record customer feedback, to better analyze customers’ trends and interests. For instance, register a new order based on the customer interest while dialing in a marketing campaign. This requires Agent Guidance module of CIM. 

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Hardware Requirements

See Hardware Sizing sheet for accurate machine specifications.

Software Requirements

Operating SystemCentOS 7
BrowserMozilla Firefox (61 or higher)
Docker CEDocker CE 18+ and docker-compose
DatabaseMS SQL Server 2014/2016 Standard or Enterprise edition. To support HA, an SQL Server fail over cluster is required to be set up. For a non-HA deployment, the application can also work with MySQL.