Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  What is your experience with Outbound Campaign module?

    Posted 03-16-2017 07:48
    No replies, thread closed.

    What is your experience with Outbound Campaign module? 

     

    • What is great?
    • What is less great?
    • Have you used the API's to create, update and get data? 
    • Is there a function you lack that could make the day better for an agent?
    • Is there a function you lack that could make the day better for a supervisor?
    • Other

     

    Thanks in advance! 

     

    / Tobias

     

     

     



  • 2.  RE: What is your experience with Outbound Campaign module?

    Posted 03-20-2017 20:09
    No replies, thread closed.

    Hi, Tobias,

     

    Just wanted to get some more eyes on this post. Thank you for continuing to add valuable content in our PureCloud Community!

     

    Best regards,

    Ashley



  • 3.  RE: What is your experience with Outbound Campaign module?

    Posted 03-24-2017 13:49
    No replies, thread closed.

    Hi Tobias,

     

    we did a lot of test with Outbound Campaign module(with Predictive&Progressive) and this is my opinion :

     

    - Latest releases (Attempts Control,Campaign Rules,Campaign stay ON in case of recalls) improved the outbound system(was very poor) and managing recall to customer is simpler(from GUI) than 2 months ago

    - Attempts Control and sorting leads with Campaign Rule seems has a constraints.If I need to re-sort leads but I've already recall managed by Attempts Control(in case of CallAnalysis==BUSY or NO ANSWER or MACHINE), all these recall will be deleted.

    - Manage recall in case of wrapup(with Call Rule Sets) need to be managed through API, because I cannot prevent recall before one hour(from GUI).With API I can have a granularity relative time control in minutes.

    - Very simple to import/update leads through API

    - OOB Report no good and you need to create custom call rules sets to write data in contact list and have a clear picture and monitoring performance

    - With Call Rules Sets and Predictive you can route a calls to a designated Skill, but I found a weird behaviour : If a route a call to a designated skill but I don't have assigned this skill to nobody, the customer wait in queue for ever. 

    - Wrapup Code Mappings very simple to use

    - Scripting and Architect for Outbound simple to use, you can do a lot of things and integrations

     

    Could you please tell me today how do you manage recall and what type of integrations did you developed in your side?

     

    Thanks

    Stefano

     



Related Content