Enhancing Customer Engagement with Outbound Voice Campaigns in Webex Contact Center

Customer engagement is crucial for businesses, and they are always looking for innovative ways to connect with their audience, provide personalized experiences, and drive meaningful experiences. For decades, Cisco has provided solutions that power the customer service functions for businesses. One of the latest innovations in Webex Contact Center is to build an in-house dialer service which supports progressive and predictive campaigns with any third-party campaign manager.

Why Outbound Voice Campaigns?

With outbound voice campaigns, businesses can reach out to their customers proactively and efficiently. This capability will help customers to increase their revenue through running specific sales & marketing campaigns. Outbound campaigns can be utilized across various industry verticals like launch of new products launch, announcing sales, appointment reminders, and collecting feedback on services, and product updates. These use cases encompass verticals like retail, financial, healthcare, telecom, etc.

Key Features

Outbound voice campaigns offer the following services:

• Automated Dialing: Upload contacts directly to the campaign manager, and the dialer service will call the contacts on behalf of the agents at an adjustable pace based on the campaign requirement.
• Blended Agent: Agents can be part of Inbound and outbound queues providing flexibility to business to prioritize Inbound over outbound calls or vice versa resulting in optimized resource utilization.
• Answering Machine Detection: Detects voicemail systems and leaves pre-recorded messages, ensuring that the message is delivered even if the call is not answered.
• Adhering Compliance: Ensures adherence to regulatory standards such as maintaining proper abandonment rates, support for DNC/NDNC, State timings, holiday support, block/unblock area and zip code.
• Campaign & Dialing Insights: Delivers detailed reports to gain insights into customer interactions and campaign effectiveness.
• Contact Strategy: Effectively engage with customers through multiple channels or numbers, providing flexibility in determining the allowed retries, adjusting the callable time for each number and channel, and defining the rescheduling strategy for each outcome of an attempt.

Get Started!

Outbound voice campaigns are available in Cisco Webex Contact Center. Purchase the campaign management SKU and start using the campaign management capabilities immediately! Refer to the following links for end-to-end configuration information as well as a Campaign Manager guide:

• Configuration Technote: https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center
• Campaign Manager Guide: https://help.webex.com/en-us/article/ngtxjux/Webex-Contact-Center-Campaign-Manager-User-Guide

Need Some Help? We Got You Covered!

We are excited to provide you with support for these features. If you need help, the Webex Developer Support Team is standing by and happy to assist. You can also start or join a conversation on the Webex for Developers Community Forum.