Campaign Management

Campaign types Inbound Outbound Predictive IVR Progressive Preview Campaign Manager will support Inbound and Outbound Type campaigns. Inbound Outbound Predictive Progressive Preview IVR

Any relational database Optimised Database Access Option 1 – direct access Campaign Manager will work with any type of relational database Data is accessed by ODBC connections Campaign Manager will work with any database schema of customers choice. CM does not have any pre-defined schemas. Campaign Any relational database

Optimised Database Access Option 2 – import/ export Create campaigns ODBC over MPLS/ VPN Hosted partners who do not want to connect directly to their customers’ databases can use the List Import feature to import lists from the customer. Lists should be in .csv format. There is no pre-defined format. The system will work with any number of columns in the .csv file. Create scripts Take calls CRM database CM database UPDATE

Browser console – Manage from anywhere Campaign Campaign Manager console is browser based. Can be accessed from anywhere Can be white labeled. Campaign

Scheduled start/ stop Schedule a start and end time of a campaign via Campaign Manager properties. Can also be controlled from other places in the system.

+ Dynamic configuration Campaigns can be configured on the fly with no need to stop and restart the campaign

Features for Outbound

Multiple lists Campaign Link to any number of tables/lists with Campaign Manager Create as many campaigns as necessary using these lists Campaign

Linked campaigns 1 2 Master Campaigns Link Campaigns feature: create multiple campaigns from multiple lists and link them together. Campaign admin can decide on how records are imported from each list: proportionate, %, etc. *Advantage* - all agents work on all campaigns/lists at the same time. Master Campaigns 2

Extensive filtering Campaign Very flexible, dynamic filtering Option to test the filters before applying for production Campaign

Time zone management

Alternate numbers Work Home Mobile

Retry management Extensive retry management facilities. Retry logic also uses history data to determine what time to schedule the next attempt.

Right time to retry System automatically schedules retry based on history for that phone number. E.g. if number results in ‘no answer’ at 2pm, retry at 3pm.

Planned callbacks Including primary/ secondary number options

Do Not Call list cleaning DNC Supports creation of custom lists of clients/ customers who have asked not to be called again DNC