Introduction
The new Campaign Module offers significant renewal to enhance new capabilities and address evolving market demands. This document outlines the primary reasons for the update and the new functionalities that will be introduced.
Rationale for Renewal
The primary objectives of the Campaign Module renewal are:
Robust and Up-to-Date Campaign Dialer Structure: The existing campaign dialer structure will be modernized to ensure optimal performance, scalability, and compatibility with current and future telephony technologies. This will lead to more efficient and reliable campaign execution.
Increased Data Consistency: The importance of accurate and consistent data in campaign management is very high. The renewed module will implement robust data validation and synchronization mechanisms to even improve data integrity. This will help to prevent errors and inconsistencies that can lead to wasted resources and decreased campaign performance.
Easier Contact Monitoring: The new Campaign Module will provide enhanced tools for monitoring contact calls, attempt, call recordings, scripter details, and finish code tracking. The users will be able to pinpoint to a single contact or review an entire list of contacts on aforementioned details. The degree of granularity and the level of information shared will help managers on different aspects of campaign management. This will enable users to gain valuable insights into campaign performance and identify areas for improvement.
Future-Proof Functionality: The renewed module will be designed to accommodate future enhancements and integrations. This will ensure that the Campaign Module remains a flexible and adaptable tool for meeting evolving business needs.
The New Functionalities
The new campaign module is designed to revolutionize the way you manage and execute your contact center campaigns. By offering a suite of innovative features, we aim to empower you to achieve greater efficiency, personalization, and overall campaign success.
This comprehensive update introduces a range of enhancements, including:
Preview Dialer:
Our updated campaign module now incorporates a powerful contact preview feature. This functionality enables users to:
Gain Pre-Call Insights: Ensure that agents have access to comprehensive contact profiles, encompassing name, company, segment, and custom variables, before engaging in campaign calls.
Personalize Interactions: Tailor conversations to individual needs and preferences based on the information gathered.
Optimize Call Efficiency: Reduce call handling time and improve overall efficiency by focusing on relevant topics. This will help to increase agent productivity and reduce customer frustration.
Prioritize VIP Contacts: Effectively manage customer portfolios and ensure prioritization of high-value contacts. This will help to maximize customer lifetime value and drive revenue growth.
By leveraging the preview campaign feature, agents can deliver more personalized, targeted, and effective customer calls.
Advanced Priority Management:
Our enhanced campaign module now offers flexible priority management capabilities. This feature empowers users to:
Assign Prioritized Lists and Contacts: Set different dialing priorities for individual lists and contacts, enabling tailored campaign strategies.
Adapt to Business Needs: Dynamically adjust priorities based on evolving business requirements and customer segments.
Optimize Call Routing: Ensure that high-priority contacts and lists receive timely attention, maximizing campaign effectiveness.
Enhance Campaign Flexibility: Achieve greater adaptability by aligning dialing efforts with specific business objectives.
With scalable priority management, users can effectively prioritize contacts and lists, resulting in more efficient and targeted campaigns.
Enhanced List Structure
Our updated campaign module introduces a more flexible and efficient list structure. Key enhancements include:
Multi-Campaign Assignment: Assign lists to multiple campaigns, providing greater versatility and streamlined workflow.
Simultaneous Dialing: Dial lists concurrently across different campaigns, addressing diverse customer needs within the same target group.
Dynamic List Management: Add multiple files to a list at different times, facilitating easier prioritization and management.
Dedicated Agent Assignment: Assign specific contacts to dedicated agents, facilitating personalized and consistent interactions. Create a dedicated agent pool for high-value or VIP customers, ensuring that they receive personalized attention from experienced and knowledgeable agents. This will help to build stronger relationships and improve customer loyalty.
The enhanced list structure empowers users to optimize campaign management, improve efficiency, and deliver more targeted and effective customer experiences.
File Upload Management
Our campaign module now offers improved upload management capabilities, providing users with greater control and flexibility:
Preview and Edit Files: Preview uploaded contact lists before final submission, allowing for necessary modifications and corrections.
Pre-Upload Approval: Ensure data accuracy and integrity by requiring final approval prior to uploading contact lists.
Error Identification and Correction: Easily identify and address errors within uploaded files, enabling seamless data remediation.
Detailed Status and Call Rate Information: Access comprehensive information regarding list status, call rates, and performance metrics.
Download List Functionality: Download lists in their current state for analysis, backup, or other purposes.
Data type-specific custom variables: Specify the data types for the custom variables you create to gain more effective management capabilities for queries in different areas.
These enhancements streamline the upload process, improve data quality, and provide users with valuable insights into campaign performance.
New and Effective Operational Features
Our new campaign module includes several innovations to help you manage your operations according to your specific needs:
Parameter-Based Contact Dialing Hierarchy: Decide whether to prioritize dialing planned or fresh contacts.
Distributed Dialing Across Lists: Optionally apply weighted distribution among campaign-defined lists, allowing calls to be initiated from multiple lists within the same dialing cycle.
Maximum Effort Setting: Optionally limit further dialing attempts in campaigns with a defined 'Maximum Effort' value for contacts that have resulted in a scheduled callback or received an invalid call reason code.
Efficient Use of Available Agents: Enable this feature to allow the system to account for agents assigned to multiple predictive campaigns. This ensures a more accurate determination of available agents for predictive dialing. Consequently, the system can adjust the dialing pace based on true agent availability across all active predictive campaigns, helping to minimize over-dialing and reduce the abandoned call rate.
Contact Management Screen
Our updated campaign module features a comprehensive and interactive contact management screen, designed to provide users with a detailed overview of campaign activities:
Monitoring Contacts’ Status: Monitor the status of individual contacts, including attempt details, contact data, remaining calls, reason codes, and finish codes.
Advanced Search and Filtering: Utilize powerful search and filtering capabilities to locate specific contacts or groups based on various criteria.
Centralized Information Access: Access all relevant contact information and campaign metrics in a single, consolidated view.
Dynamic Contact Management: Make necessary changes to contacts, such as assigning dedicated agents, canceling contacts, or adjusting priorities.
Bulk Actions: Easily perform operations like bulk contact cancellation and priority changes directly within the interface.
The enhanced contact management screen empowers users to effectively track campaign progress, identify areas for improvement, and take proactive steps to optimize results.
Supervisor Campaign Overview Dashboard
Introducing the Supervisor Campaign Overview Dashboard, where you can monitor all your campaigns and drill down into details from a single, central location. Track the following data all in one place:
Contact Rate (Reaching Rate)
Abandon Rate
Total Contacts
Completed Contacts
Remaining Contacts
Untouched Contacts (Unattempted Contacts)
Current Dialing Pace (Real-time Dialing Rate)
Abandonment Management
Our campaign module now incorporates advanced abandonment management tools to optimize call efficiency and reduce customer frustration:
Configurable Abandonment Timeout: Set a specific timeout period for unanswered calls, automatically disconnecting them if no agent is available within the designated time frame.
Multi-Tiered Abandonment Prevention: Implement preventive measures to address different levels of abandonment, including:
Slowdown Start Rate: Gradually slow down the campaign call speed when the abandonment rate reaches a predefined threshold.
Restriction Start Rate: Automatically set the call speed to 1:1 when the abandonment rate exceeds a higher threshold.
Max Abandonment Rate: Pause campaign calling activity if the abandonment rate reaches an extremely high level.
These enhancements enable users to proactively manage abandonment rates, improve customer satisfaction, and optimize campaign performance.
Advanced Working Hours Management
Our enhanced campaign module now offers sophisticated working hours management capabilities, tailored to meet the needs of global campaigns:
Time Zone-Based Scheduling: Assign campaigns to specific time zones to ensure calls are routed to target regions at appropriate times.
Flexible Working Hour Configuration: Define working hours with precision, including customizable conditions and exceptions.
Campaign Activation and Deactivation: Schedule campaigns to be active or inactive on specific dates, accommodating holidays or special events.
With advanced working hours management, users can optimize campaign performance, improve call efficiency, and deliver targeted customer experiences across diverse time zones.
Enhanced Conditional Scripter
Our campaign module now features a user-friendly conditional scripter, enabling users to create and manage scripting rules without requiring complex syntax:
Intuitive Interface: Set conditions and rules through a straightforward and intuitive interface, eliminating the need for manual scripting.
Operator-Based Logic: Employ operators to define logical relationships between variables and conditions, facilitating script creation.
Simplified Scripting: Streamline the scripting process, reducing the time and effort required to develop custom call flows.
The enhanced conditional scripter empowers users to create more sophisticated and tailored campaign workflows, without the need for extensive scripting expertise.
To a better campaign management
This isn't just an upgrade—it's a transformation. Our new Campaign Module empowers you to optimize contact center operations, deliver exceptional customer experiences, and drive business growth like never before.
And we're not stopping there! We're committed to continuously evolving this module with new functionalities and enhancements to ensure you always have the best tools at your fingertips.