Datasheet - CX Campaigns

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.