Contents

Campaign Management

Interaction Dialer adds campaign management features to CIC. In practical terms, this means that call center supervisors can define any number of campaigns, and control their execution manually, or run campaigns in accordance with schedules.

Campaigns can be automated, using Rules that run in response to changing campaign conditions, or Policies that provide low-level control over the processing of individual contact records. Policies evaluate conditions and invoke special behaviors. Policies can be applied before a call is made, immediately after call analysis results are obtained, or when a call is finished. Rules apply to the campaign as a whole.

Stages are another campaign management feature. Supervisors can enhance the efficiency of predictive dialing by defining the stages of a campaign call. Stages identify each segment of a call that statistics can be collected upon. There are two types of stages: predictive and non-predictive. A predictive stage describes an activity that Interaction Dialer's patented staging algorithm measures as part of its predictive algorithm. Non-predictive stages are ignored by the predictive dialer, but are useful for reporting purposes.

Supervisors can monitor campaign and agent statistics in real-time using graphical or statistical views. Supervisors can also set Alerts that notify when conditions exceed user-defined thresholds (campaign goal met, queue backing up, and so on.)

Interaction Dialer's campaign management controls include:

Call lists, which provide the source of contacts, can be imported and scrubbed using internal or third-party DNC scrubbing tools. Contact lists can be searched for contacts or numbers to be excluded. See Contact List Management.
Time zones, which control when calls are placed (see Time Zone Blocking and Regulatory Compliance.
Call Scheduling controls manage callbacks and reschedule calls based on call analysis results.
Staging, a patented method for optimizing predictions. See Stages and Stage Sets and Pacing.
Dialing controls including dialing mode, call analysis controls, line usage, recycles through the list, caller name/ID control, max attempts per number and contact, no answer timeouts, pacing limits, and more. See Stages and Stage Sets, Pacing, Regulatory Compliance, and automation topics, including Policies and Rules.
Call routing including Skills-Based Dialing And Routing, ACD Weighting, and Precise dialing mode.
Inbound/outbound blending settings.
Abandon Rate Management, including abandoned call definition, legislative message specification, and more. See Regulatory Compliance, Stages and Stage Sets, and Pacing.
Policy and Rule definition, which provides call, and campaign-level automation.
Script selection and definition.