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.

List Management

Import customer lists, clean for deduplication, and match against external lists (such as DNC lists, debtor lists etc). There are multiple options of contact selection for outbound.

List Import and Cleansing

Customer lists can be imported into the system and are processed for deduplication to ensure data integrity. These lists can also be matched against external data sources, such as debtor lists or updated contact information, to enrich the data before a campaign begins.

Segmentation and Filtering

A specific segment of customers can be targeted for a campaign using advanced filters. These filters allow for the creation of precise audiences based on a wide range of criteria. Campaign designers can preview the results of these filters to see exactly which contacts will be included in the campaign before it is launched. This sophisticated filtering is crucial for defining call strategies and ensuring compliance (e.g., with TCPA).

AI-Driven List Optimization

The platform can leverage AI tools to analyze conversation outcomes. Data points such as call tags, Customer Satisfaction (CSAT) scores, conversation summaries, result codes, and payment compliance can be extracted and clustered. These clusters can then serve to predict future outcomes for similar contacts, allowing this intelligence to be fed back into the list management process for continuous optimization and targeting of the most promising leads.

Scheduling Outbound Interactions

In addition to list-based campaigns, outbound interactions can be triggered dynamically through webhooks or scheduled based on events within a flow.

Flow Webhook for Dynamic Triggers

A Flow Webhook provides an endpoint that allows third-party applications to dynamically push contacts into a conversation flow. This is a powerful mechanism for event-driven outreach.

Callback and Follow-Up Scheduling

There are multiple use cases a flow designer can implement to schedule future interactions:

• Agent-Scheduled Callbacks: An agent can schedule a callback for a contact who was unavailable or requested a different time. These callbacks are automatically reinserted into the dialing queue with high priority at the specified time.

• IVR-Scheduled Callbacks: During an automated interaction, customers can choose their preferred callback time from an IVR menu. The system captures this input and automatically schedules the callback.

• Third-Party API Triggers: An external application (e.g., a CRM or billing system) can make an API call to the Flow Webhook to dynamically push contacts into a flow, for example, to send out bill payment reminders.

• Automated Follow-ups: A conversation flow can be designed to automatically schedule a follow-up contact with a customer after an initial interaction.

Conversation Studio: Key Design Nodes

The Conversation Studio enables the visual construction of outbound campaign flows using the following key nodes:

SEIZE - Resource Allocation Control

The SEIZE node manages the reservation of agents or communication ports (on the ROADMAP) for each outbound campaign. This reservation can target:

• An agent from a designated queue or skillset (for shared resource allocation).

• A specific, named agent ROADMAP (for direct agent reservation, useful for personal callbacks or dedicated account managers).

This prevents the reserved resource from being used for other skillsets or inbound tasks for the duration of the seizure. It allows configuration of seizure rules based on defined conditions, such as the relative priority of an outbound campaign versus inbound traffic. Parameters can include average waiting time, number of available agents, or agents already seized for the campaign.

• Agent State Management: Successfully seized agents or ports are transitioned to a "seized" state within the system's routing engine. This pre-allocates resources for queued outbound interactions.

• Operational Impact: The SEIZE node aims to prevent resource contention between inbound and outbound activities by enabling strategic resource reservation based on configurable, real-time operational parameters and desired agent assignment strategies.

WAIT Node: Conditional Flow Progression

The WAIT node pauses a conversation flow until specified criteria are met. This is typically applied to a limited number of interactions immediately prior to initiation.

It halts flow progression until all conditions within a defined formula evaluate to true.

INIT: Defining Interaction Volume and Dialing Mode

The INIT (Initiate) node dictates the number of outbound interactions to be launched at a given point in the flow, which directly determines the dialing mode used. It typically follows a SEIZE node. The value or formula set in the INIT node directly configures the dialing behaviour (Preview, Progressive, Power, Predictive).

The INIT node provides direct control over outbound pacing. For Predictive Dialing, it can accept input from an algorithm to dynamically adjust the number of initiated interactions.

Dialing Modes

Dialing modes are primarily configured by the INIT node:

See Conversation Flow for Outbound Dialing Modes for more on the Conversation Flow and Dialing Modes.

Drip-feed Dialers

Drip feed dialers gradually release as set number of contacts into the dialing queue at predetermined intervals, offering a controlled pace and agent workload.

Flexible Agent Reservation

Supports various strategies for reserving and selecting agents, including:

• Queue-based (Shared): Reserving/routing to an agent from a Queue.

• Direct Agent (Individual/Personal Callback): Reserving/routing to a specific named agent. This is useful for executive assistants, specific account managers, or direct lines to individuals within a company.

• Mixed Routing: Employing multi-layered approaches, potentially involving initial qualification (e.g., IVR) before direction to a specific agent or queue for effective agent utilization and personalized interactions. Some of the usecases are:

  • IVR to Skill-Based Routing: A customer calls, an IVR asks them to state their reason for calling or press a number. Based on their input (e.g., "Technical Support"), the call is then routed to a queue ("Technical Support")

  • Direct Dial with Overflow to Queue: A customer tries to call their specific account manager (individual routing). If the account manager is busy or unavailable, the call might automatically overflow to a general "Account Management" queue (shared routing) or the manager's voicemail.

  • Priority Customer to Specific Agent Group: A VIP customer's caller ID is recognized. Instead of going into the general queue, their call is routed directly to a dedicated "VIP Support" team (a form of shared routing for a specialized group) or even an individual senior agent if available.

Outbound Contact Preferences

Contact Parameters such as the following can be defined in CX Customers for outbound contact preferences.

Best time to call

Preferred Agent

Preferred Channel

Preferred Outbound Channel Identity

Outbound Contact Attempts

Outbound Campaign Manager has the control to reattempt the contact on the same or alternate number. The contact may also be attempted on other channels such as SMS, WhatsApp, or Email.

Define contact strategies that, depending on the results of prior attempts, decide how and when to try to contact the customer again.

• Outcome-Based Re-attempt: Retry contacts automatically if certain conditions are met, such as busy, no answer, or answering machine detected. For example, a busy contact may be retried after 30 minutes, whereas, a no answer contact maybe retried after 2 hours.

• Attempt Limits: Establish the maximum number of attempts per contact to prevent overdialing and comply with the laws governing outbound communications.

• Retry Intervals: Depending on the urgency of the campaign or the type of a customer, customize the amount of time that passes between each attempt (for example, retry after 2 hours, or 1 day)

• Channel Switching: Further failed attempts may trigger fallback actions such as sending an Email, SMS or WhatsApp message instead.

Cisco Integration

Works natively with Cisco Outbound Dialer and Cisco Contact Center platforms (UCCE, PCCE, UCCX), enabling centralized campaign management and leveraging existing call routing, agent desktops, and reporting systems.

You can create multiple campaigns, each linked to a separate Cisco Campaign.

Call Routing (Direct-agent, Shared, Hybrid)

With Cisco integration, you can route an outbound contact direct to an agent Personal Call Back or a Cisco Campaign or take a hybrid approach.

Direct Agent using Cisco Personal Callback

Cisco Personal Callback node is used to route an outbound contact direct to a Cisco contact center agent. If the agent is not available, the outbound contact may be routed to a fallback queue. Based on the Call Result, the Outbound Campaigner Manager may schedule to either reschedule or reach out via some digital channel such as WhatsApp or SMS.

Shared using Cisco Queue

Use Cisco Queue node to route an outbound contact to a specific Cisco Campaign. The outbound contact is pushed to the specified Cisco Campaign where it is routed to an available agent as per the Cisco Campaign configurations.

Hybrid routing

For a multilayered outbound approach with Cisco, consider using Cisco Personal Callback where the outbound contact is first targeted to a specified Cisco Contact Center Agent. If the agent is not available, route the outbound contact to a fallback queue or choose an alternate digital channel to reach out to the customer.

Compliance & Governance

Built-in tools ensure adherence to Do Not Call (DNC) regulations, contact frequency rules, and data privacy standards, helping reduce risk and improve customer trust. It follows all the regulations (TCPA, CCPA, CFPB, FDCPA, GDPR, Ofcom, and Local regulation) governing how and when to reach out to customers, ensuring ethical communication and protecting consumer rights.

Real-Time Analytics & Reporting

Gain deep visibility into campaign performance, agent productivity, and customer engagement through metrics based customizable dashboards and reports.

Reports offer a comprehensive and summary overview of the contact center’s outbound activities. The reports can be shown in real-time or as historical reports, providing detailed insights used to analyze the performance of the campaign. The dashboard shows real-time visibility into campaign performance and call results. This dashboard is continuously updated every 15 seconds and displays key metrics for ongoing campaigns.

• Create a NodeRed Flow for each campaign - For a published campaign, the Flow should iterate on each Campaign Contact.

• The Flow should have the capability to:

  • Parse the Campaign Contact parameters and make flow decisions based on any Campaign Contact attribute(s)

    • Make outbound contact and use outbound contact dispositions to make different flow decisions

  • Select a supported outbound channel for making an outbound attempt

    • With dynamic Node settings based on service (channel) selected (e.g. show a textbox for text messages)

  • Based on contact disposition, make re-attempts or attempt other supported outbound channels

  • For agent based outbound contact requests, make outbound contact based on dialing Mode (predictive, progressive, preview) ? depends on: EFCX-E-6

  • Use a Campaign Contact attribute as a variable in an outbound message just like template messages. (contact attributes, should not render/inserted if contact field is empty)

• Nodes:

  • Action (schedule an outbound activity on any supported channel/ service via the scheduler)

    • The Action node should dynamically show input fields based on channel/ service selected.

  • Condition (filters based on contact fields (optionally contact tags)),

  • Decision (takes decisions based on message delivery notification/ call result

Conversation Flow Audit Trail

All the changes in the flow of an Outbound Campaign are captured for audit trail reporting.