A place to ask questions, connect with others, and stay in the know
Does anybody knows if Pure Connect has the features how our Contact Center achieve our goals?
We have multiple campaigns with average of 20 agents and estimate 10k to 20k records to dial. Some with 1 attempt and others with 2 attempts. Most of them are time sensitive because we have a second campaign (1st- 'Thank You' campaign and 2nd - Fundraising campaign) and to follow up with email after how many days if customers didn't engage.
1. we have campaigns where we load new records everyday.
- we want to make sure those that have the oldest load date and time should be dialed before those with newer load dates and times for each campaign. This applies to ALL campaigns.2. How to make sure not to dial a contact from the second campaign (follow-up) if they have not been dialed on the corresponding campaign.
Thank you so much for your response. Yes we use the Sort Criteria. Should I sort it by I3_Last Called(asc), I3_RowID(asc), Attempts (asc) or phonenumber?
I'll talk to our DBA to check the custom handler.
Great! Thank you so much Andreas! I'll move forward with your suggestions.
I appreciate it!
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.