At a Glance
Automated dialer performance and compliance tuning
Skills-based routing
Automated ‘Do Not Call’ (DNC) list cleaning
About Softdial Campaign Manager™
Campaign Management is at the heart of any outbound operations. Here the critical decisions that affect the productivity and profitability of the business are made and with clients demanding ever more precision and granularity in controlling how effectively their line of business data is managed, the complexity of the contact center manager’s job can be compared to that of an air traffic controller.
Just like the air traffic controller, the contact center manager depends on reliable and competent management tools to do the job well. Softdial Contact Center™ (SCC) provides Softdial Campaign Manager™as a control and monitoring suite, simplifying the task of keeping the contact center ‘flying’ under the most demanding conditions. As a web application, it can be easily accessed by any supervisor remotely over the internet if required.
As with other SCC components, Softdial Campaign Manager™ automates functions that should be automated while providing intuitive control interfaces wherever manual intervention is required.
Multiple numbers per record
Softdial Campaign Manager™ offers comprehensive support for up to 10 numbers per record, each of which may be assigned different call progress options, time-to-call limits and prioritisation for retry purposes.
Managing retries
A versatile set of retry schemas is provided with the ability to adjust retry order and retry count limits based on individual numbers or all numbers in the record.
Different retry count limits can also be set depending on the outcomes returned. For example, machine detection outcomes can be set with a lower number of retries and higher retry limits can be set for busies and no answers. It is also possible to set the retry interval based on the last outcome.
Linking campaigns
Multiple outbound lists may be easily combined into a single campaign, maximising dialer and agent productivity and allowing controlled blending of records from each list. This is typically used in outsourcing environments.
If you have a large customer database, you may want to manage and report on it by geographic region or some other demographic. Campaign manager provides list segmentation capabilities to manage this with a simple UI. For example, if car dealerships in a particular county or state are having a stock clearance; the contact center handling outreach can prioritise this over other activities on the same campaign.
Filtering lists
Softdial Campaign Manager™ provides flexible filter selection options using either the built in ‘Condition Editor’ which does not require any SQL Query knowledge, or a SQL free form query tool that allows the user to construct more complex selection queries.
Filtering can be based on any campaign database field to select only a particular type of record, for example with a campaign running during working hours, filtering could be used to target people over pensionable age.
