Voice Outbound Campaigns

The following are the different outbound campaigns you can create using Webex Campaign:

1. Standard preview
2. Direct preview
3. Progressive
4. Predictive
5. Progressive IVR
6. Predictive IVR

Standard preview

A Preview dialing mode allows an agent to view the contact information before a call is initiated. Upon creating a campaign and assign to a team, the agent can view the contact's information. After viewing the information, an agent can accept or reject the call. If an agent accepts the call, the system places the call to the customer.

If the customer accepts the call, the agent will be connected with the call. If the call reaches an answering machine detection (AMD) or voicemail after ringing, the agent can leave a voicemail manually.

Direct preview

A Direct preview dialing mode allows an agent to view the contact information before a call is initiated. Upon creating a campaign and assign to a team, the agent can view the contact's information. After viewing the information, an agent can accept or reject the call. If an agent accepts the call, the system places the call to the customer.

If the customer accepts the call, the agent will be connected. if the call reaches an answering machine detection (AMD) or voicemail after ringing, the agent can leave a voicemail manually.

📘

'Live Voice' Telephony outcome is not received back from the dialer in case of Direct preview because CPA (Call Progress Analysis) is not available for 'Direct preview' dialing mode.

Progressive dialing mode

A Progressive dialing, also known as an automatic phone call dialer, is to automate dialing and seamlessly connect an agent to customers. In this mode, the agent doesn’t need to manually start the outbound call. When an agent completes a call and moves to the Available state, the dialer automatically dials the next number in the contact list. The dialer dials contact for every available agent. The agent hears the call ring out to the customer. The caller connects to an agent. Progressive dialers are ideal where the calls are similar in nature and the agents benefit when the system connects them to contact.

Predictive dialing mode

A Predictive dialing mode is an automated dialing system to make outbound calls more efficiently. By using algorithms to predict when agents will be available and when calls are likely to be answered, predictive dialers can dial multiple numbers ahead of time, reducing wait times and increasing the time agents spend talking to live prospects or customers. Predictive dialers are essential for maximizing operational efficiency in outbound calling campaigns, such as sales, customer follow-ups, and market research.

Progressive IVR

An Interactive Voice Response (IVR) dialing mode allows a computer to interact with humans through voice and DTMF tones input via a keypad. An outbound call is initiated by the system to a contact, when the contact picks up the call it provides options to direct the call to the appropriate department or agent. After the right option is selected, the call gets connected to the agent.

Predictive IVR

In Predictive IVR dialing mode, the system utilizes predictive analytics to personalize and optimize the caller experience. It analyzes data to anticipate caller needs, route calls efficiently, and provide tailored information or options.