Webex Contact Center provides enterprises the ability to manage outbound preview campaigns using the LCM (List and Campaign Manager) application.
To be able to manage campaigns, the enterprise must have purchased the Acqueon SKU.
Setting Up Campaign Management
The contact center administrator performs the following tasks to set up outbound preview campaigns:
The administrator provisions Campaign Management for the enterprise. This enables outbound (voice) capability in addition to multi-channel inbound capability for campaign management.
The administrator configures outbound preview campaigns using the LCM interface.
Agents can then initiate and make outbound campaign calls from the Agent Desktop.
An administrator can access and configure campaign reports available in the Cisco Webex Contact Center Campaign Manager modules. In addition, administrators and supervisors can view campaign statistics via the OEM Integration with Acqueon report, to measure the effectiveness of the campaigns. The report is available in the Webex Contact Center Analyzer.
To view the sequence of steps involved in campaign management, refer the sections that follow.