Outbound Campaigns

This multichannel campaign management solution enables contact centers to run voice, SMS, email, chat, and messaging campaigns through a unified platform. It supports low‑code visual campaign design, pacing strategies, compliance controls, and seamless integration with Cisco UCCX/UCCE and digital channels, empowering teams to optimize outreach efficiency and engagement.

Features

• Multichannel campaign reach including voice, video, WhatsApp, SMS, Facebook Messenger, Viber, Telegram
• Low‑code/visual campaign designer powered by Conversation Studio with drag‑and‑drop flow building
• Granular media blending and pacing control to minimize call drops during campaigns
• Advanced list management with deduplication and compliance against TCPA, CCPA, GDPR, Ofcom regulations
• Smart campaign control nodes: SEIZE, WAIT, INIT—for resource allocation, conditional flow, and dialing strategy
• Preview, progressive, power, and predictive dialing modes supported out-of-the-box

Capabilities

• Import and cleanse contact lists with optional matching against external DNC or debtor lists
• Create precise audience segments with filtering, preview, and targeting logic
• Design complex multi-step customer journeys with automated retries, channel switching, and fallbacks
• Integrate with CRMs and marketing systems (Adobe, IBM, Salesforce, etc.) for data sync and screen pops
• Support dynamic outbound triggers via webhooks and schedule callbacks or follow-ups within flows
• Agent‑based or IVR campaign support via Cisco Outbound Dialer integration

Benefits

• Boosts outreach effectiveness by engaging customers through their preferred channels
• Improves campaign quality with visual design and intelligent pace control to reduce drop-offs
• Ensures regulatory compliance with built‑in DNC and spam‑avoidance features
• Enhances targeting accuracy through list cleansing, segmentation, and AI-driven optimization
• Maximizes agent productivity by pre‑allocating resources and smoothly allocating calls
• Scales operations easily with automated scheduling, dynamic triggers, and multi-channel orchestration