Overview
List and Campaign Manager (LCM) is a powerful campaign management and list management tool. LCM is designed with the functionality and features to increase right party contacts and meet campaign objectives in an outbound environment. By intelligently managing customer contacts as they move through the system, LCM enables contact centers to reach the right people at the right number to best meet campaign objectives.
This is the application for the new-age contact center that aims at deep contact penetration with high success rates. The major advantages of the LCM application are visible in almost every sphere of operation.
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Campaign—User-friendly UI makes campaign management easy and saves up to 50% of your time. Complete campaign elements in one place enables you to create a campaign and have it up and running in no time.
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Modes—Various ways you can reach the customer such as Home Phone, Work Phone, Cell Phone.
Note
Channels other than Voice (Email, SIP, and other multimedia channels) are not supported in this release.
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Real-time Reports—The dashboard analyzes data in-depth and presents a bird's eye view of the Campaign Management performance in real time.
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Contact Strategy—A slew of configurable contact strategies ensure you never miss a contact anywhere, anytime.
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Contact Selection Strategy—CSS schedule configuration made easier to choose between a single strategy for a contiguous block for the entire campaign day, or different schedules for as little as 15-minute intervals.
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Scripting Tool—Allows you to configure call guides (for Voice campaigns) for the agent.
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Statutory Compliance—The DNC, NDNC, and PEWC features make sure the laws of the land relating to contact dialing are always followed.
Note
PEWC screening is not available in this release.
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Section 508—The application is compliant with provisions of Section 508, and enables ease of operation for special persons. See the VPAT document for compliance details.
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FIPS—This release is compliant to Windows Platform FIPS-validated cryptographic algorithms. This provides enhanced security to all users and end customers of this application. Advanced Encryption Standard (AES) is a specification of encryption of data as established by the US National Institute of Standards and Technology.
Campaign Overview
Here is an overview of how a campaign is orchestrated:
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The contacts are uploaded into the LCM database.
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LCM creates contact files based on filters or system conditions.
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If the call is patched to an agent, business outcome is indicated by the agent.
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LCM takes the agent stated outcome and applies the call strategy and reschedules (or closes) the contact.
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Based on the rate at which the contacts are dialed, LCM supplies further contacts to Dialer.
LCM Console
LCM Console is an administrator module that you can use to perform the following tasks:
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Configure application parameters
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Manage campaigns
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Manage lists
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Manage users
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Maintain call strategies and business outcomes
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Create call guides for agents to use