Overview

Webex Campaign Management is an add-on module for the Webex Contact Center platform, providing administrators and supervisors to configure, manage, and optimize outbound communication campaigns. This module is accessed through the Webex Control Hub, a unified administration console that centralizes management of all Webex Contact Center services.

The module supports the deployment of agent-assisted outbound campaigns using multiple dialing modes such as preview, progressive, and predictive to maximize agent efficiency and contact rates. Additionally, it facilitates the execution of agentless IVR campaigns, enabling automated outbound interactions without live agent involvement.

Key features include:

• Dialing Schedule Management: Define allowable calling windows to ensure compliance with time-based regulations and customer preferences.
• Contact List Handling: Upload one or more contact list from local system or an SFTP location for targeted outreach.
• Suppression Rules: Apply suppression rulesets to avoid calling restricted or unwanted numbers.
• Automated Retry Logic: Configure retry attempts with customizable intervals for contacts not reached or calls that failed, improving contact rates without manual intervention.
• Compliance Enforcement: Integrate compliance settings directly into campaign workflows to adhere to industry regulations, including Do Not Contact (DNC) lists and regional restrictions.

By consolidating all campaign configuration, monitoring, and execution functionalities into a single, intuitive interface, Webex Campaign Management streamlines outbound operations. This integration enables real-time control over campaign parameters, improves operational efficiency, and enhances the precision of customer engagement efforts—ensuring the right message reaches the right customer at the right time.

A high-level architecture flow of different modules associated with Control Hub within Webex Contact Center.