Outbound Campaign Management

In a call campaign, agents actively call customers. The system can run any number of outbound call campaigns. Each campaign has a separate configuration and customer information. An agent can participate in one campaign at a time.

Customer information can be imported as call lists in the system’s Outbound Database with the tools in Outbound Management in System Configurator. The same database is used to store the results of calls made in the campaign. The results data can be exported, for example, into Excel files.

Calls in the outbound campaigns are managed by the Outbound Dialing Controller (ODC). It uses a dialing engine to time each call occurrence of the active call lists. Sinch Contact Center has a built-in dialing engine for preview campaigns (the agent can view the customer information before calling), progressive campaigns (engine starts dialling automatically to the next number when the previous call is disconnected), and a third-party dialing engine can be used for predictive campaigns (a dialer calls the customers first, and delivers the connected calls to free agents).

The outbound campaigns and dialer functions are configured in SC, and agents use end-user applications for calling.