Datasheet - CX Campaigns

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Outbound Campaigns

Expertflow CX Outbound provides tools to design, execute, and monitor multi-channel outbound communication campaigns, enabling outreach to contacts via calls, SMS, WhatsApp, and other digital channels. A key aspect of the solution is ensuring compliance through features like robust contact validation against internal and public Do Not Contact (DNC) lists. The system utilizes Conversation Studio, a flow-based interface for configuring outbound interaction logic without requiring traditional programming. Core to this are the Seize, Wait, and Init nodes, which control agent and communication port allocation and the controlled initiation of customer interactions for campaign effectiveness.

Feature Name	Description
Multi-channel Campaign Management	Support voice, and digital channels to connect through the customer’s preferred channel: SMS, WhatsApp, Telegram, Facebook Messenger or Voice calls.
Campaign Flow in the Conversation Studio	Designs and manages campaign flows in Conversation Studio, enabling visual mapping and automation of customer interactions throughout the campaign. Conversation Studio: Use drag-and-drop elements (nodes) to create customized interaction sequences that guide customers through specific touchpoints (e.g., call > follow-up SMS). Dynamic Decision Points: Incorporate decision nodes into the flow, enabling the system to trigger different actions based on customer responses or call outcomes.
Dialing modes	EFCC currently supports Progressive Dialing: Progressive Dialing places one call for every one available agent. In the current version, the user cannot set the dialling ratio. It is set at 1:1 (one call per available agent). Cisco CC: You can link your Cisco campaign to the Conversation Studio and setup either in preview, predictive or progressive mode.
Campaign Contacts	Manage and import contact list. Import capabilities: Upload CSV files with support for multiple uploads. The system can handle up to 50,000 contacts per upload. Contact attributes: You can use our pre-defined contact attributes to segregate/ group contacts, listed here. Custom fields: You can use our custom fields configuration if there is a need for additional contact attributes.
Campaign Controls	Campaign control allows you to tailor your campaign based on specific business needs. The user can: Publish / Unpublish the campaign. Edit the campaign. Delete / End the campaign.
Integration with Cisco Dialer	Integrates with Cisco Dialer, enabling outbound campaigns to fully leverage Cisco’s dialing capabilities.
Reporting	Provides a comprehensive suite of reports designed to provide detailed insights into outbound campaigns. Supervisors can monitor the performance of outbound campaigns in real-time. The dashboard offers insight into key metrics such as call completion rates, agent performance, and customer feedback. Advanced reporting tools allow historical data analysis to improve campaign strategies. These reports can be customized based on specific organizational needs, offering detailed insights into customer interactions and feedback.

Future Enhancements

Using CX Customers, enable advanced filters, segments/saved filters and bulk customer import with contact deduplication.
- Compliance with local telemarketing regulations and Do Not Contact (DNC) lists.
Improvements on the Schedular (delete multiple scheduled activities, scheduling of executed activities)
The ability to duplicate a Campaign and its strategy.
Validity
- Days of the week
- Date Range
- Start and end time
Email Campaigns