DNC Lists

The system manages Do Not Contact (DNC) lists through a flexible, label-based system within CX-Customers, facilitating compliance with customer preferences and regulations.

• Label-Based DNC: Administrators can define multiple labels (e.g., DNC_Sales, DNC_Surveys, DNC_Global) to signify different opt-out preferences. A contact in CX-Customers is marked for DNC by assigning one or more of these labels to their profile.

• Pre-Dial Scrubbing: Automatic suppression of contacts flagged on DNC lists before any call attempt is made.

• Granular Campaign Enforcement: Each outbound flow is configured to check for specific labels before initiating contact. This allows for granular control where a contact can opt-out from one campaign type (e.g., promotional calls) but remain eligible for others (e.g., service notifications).

• Dynamic Opt-Out Mechanism: A contact can request to opt-out at any time.

  • Via IVR/Bot: An automated flow can capture a customer's request and use the Add Contact Label node to immediately apply the correct DNC label.

  • Via Agent: During a live conversation, an agent can use a function on their desktop to trigger the application of a DNC label to the customer's profile.

• External List Integration: Alongside the internal label system, the platform can be configured to validate against external public DNC lists for broader regulatory compliance (e.g., TCPA). This includes but not limited to DNC regulations such as NDNC (India), TPS in the UK, TSR and TCPA in the USA, and ACMA in Australia.

• Compliance Controls: Configurable settings to enforce contact attempt restrictions based on regional and industry-specific regulations.

• Integration APIs: Easily integrate DNC management with external CRMs, compliance systems, or list management tools.

• Channel agnostic: DNC rules are enforced across all communication channels (Voice, SMS, WhatsApp, etc).