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  • 1.  Predictive dialing with SalesForce

    Posted 07-06-2020 02:51
    Hi

    Wonder if anyone could answer my question with regards to running Campaign in predictive dialing mode, with SalesForce integration.

    Currently, we have Agents (dedicated to Campaign) waiting for calls, but yet the Abandon rate is high (7%). 

    As indicated on the resource centre for predictive dialing (https://help.mypurecloud.com/articles/predictive-dialing-best-practices/), the first point ac tually indicate to "Set Stage action (in the outbound script) to predict when the agent will finish the current call.

    As our agents are updating SalesForce while on the call with customer, it is rather cumberson to switch between SF workspaces and the Script screen.

    Question: Has anyone of you have good campaign results with Predictive Dialing, with integration of SF? Do you do away with PureCloud Outbound script? if yes, can you share how you do it?

    Thanks a million in advance in sharing any experience or ideas you might have.

    Best Regards
    MengYong
    #Outbound


  • 2.  RE: Predictive dialing with SalesForce

    GENESYS
    Posted 07-13-2020 11:31
    Hey Meng!

    I wanted to let you know that your question is discussed on the latest episode of the Q&A Show! Hope the information is helpful. Check out the episode here.​

    Cheers!

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
    ------------------------------

    Original Message


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