Des API interfaces de programmation vous permettent aussi de contrôler des campagens sortantes directement depuis votre outil CRM ou marketing. Ceci inclut toutes les étapes, y inclus les codes de retour. Les responsables peuvent alors seulement travailler avec leur outil GRC ou Marketing preferé, sans devoir apprendre notre outil de gestion, ni les outils Cisco.

Le gestionnaire fait part de la suite  CIM (Customer Interaction Manager) , qui vous donne un contrôle avancé sur vos 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

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.