Getting started

This section introduces the concept of campaigns in Sinch Contact Pro.

This document is aimed at users who manage or work with campaigns in their contact center.

What's a campaign

Campaigns in Sinch Contact Pro are activities, such as telemarketing and renewal reminders, in which agents call to customers who have been selected based on specific criteria, for example, customer profile or segmentation. Campaigns are:

set up and managed in System Configurator (SC)
monitored in Dashboard
executed in Communication Panel

A campaign is run in one Outbound database with a dialer. The Outbound database contains the actual campaign data including, for example, calling lists and campaign results. The dialer acts as a call scheduler that initiates calls and allocates agents to successfully connected calls. Outbound Dialing Controller (ODC) acts as a mediator between the dialer, the database, and the CEM Server.