Campaigns are created to effectively manage a specific type of interaction. Campaigns efficiently handle a large volume of incoming and outgoing interactions, such as calls, emails, chats, or social media messages.

Before getting started with how to create a campaign in your Cloud Agent account, first let's get some understanding of different campaign types. The video tutorial aids in understanding the different dialers involved and their significance.

Preview

In outbound calling, a preview campaign refers to a specific type of calling campaign where agents are provided with a preview of the contact or lead they will be calling before making the actual call. It allows the agent to review relevant information about the lead, such as their name and contact details. The preview period is typically a short duration, allowing the agent to quickly review the lead details and decide whether to skip or dial the number.

Progressive

In outbound calling, a progressive campaign is a type of calling campaign where calls are made in a sequential or progressive manner. Progressive campaigns involve making one call at a time, following a specific order or priority.

In a progressive campaign, the system or software automatically dials a phone number and connects the call to an available agent. Once the call is connected, the agent interacts with the contact. After the call ends, the system automatically moves on to the next phone number in the list and repeats the process.

This type of campaign provides a controlled and sequential calling process, ensuring that each call receives dedicated attention while maximizing agent productivity.

Predictive

In outbound calling, a predictive campaign is a type of calling campaign that utilizes predictive dialing technology to automatically dial a large volume of phone numbers and connect them to available agents. The predictive dialer uses algorithms and historical data to predict agent availability and call handling times, optimizing the calling process for maximum efficiency.

Predictive campaigns are commonly used in scenarios where there is a large volume of leads to be contacted. By using predictive dialing technology, one can efficiently manage and optimize outbound calling efforts, improving the overall contact rate and agent productivity.

IVR

An IVR (Interactive Voice Response) campaign in outbound calling involves using an automated phone system to interact with the intended audience or contacts through pre-recorded voice messages. IVR technology allows organizations to deliver targeted messages or announcements to a large number of recipients without the need for manual intervention from agents.

In an IVR campaign, the system dials the phone numbers and, when the call is answered, an automated voice prompt greets the recipient and presents them with options or information. The recipient can interact with the system by pressing specific keys on their phone to choose from different menu options or respond to the message.

Agent-wise / Non-agent / Skill wise dialing

Agent-wise and non-agent-wise dialing are different strategies used in outbound (Preview and Predictive) calling campaigns to manage and optimize the dialing process.

Agent-wise dialing

This feature ensures a direct connection between a designated agent and a specific customer. Configuration is achieved during data upload to the campaign. In cases where the designated agent is momentarily unavailable, the call is held until the agent becomes accessible.

Non-agent-wise dialing

With this method, calls are efficiently routed to available agents at random. No fixed agent-customer pairing is involved, eliminating the notion of sticky agents.

Skill-wise dialing

In this approach, calls are skillfully screened, and the system matches the customer's needs with an available agent possessing the necessary skill set. This guarantees precise and effective call routing every time.

Offline campaign

Enabled using the check box Offline Mode / Offline On in the campaign settings.

• When a campaign is set to offline mode, incoming calls are directed to a designated skill and will be connected to available phone numbers for hunting. This applies to both inbound and outbound campaigns.
• Number that is available for Telco, (Not busy on another CLOUDAGENT call), gets connected first.
• Offline mode is typically used when internet connectivity is lost or when field executives need to take calls without logging into the system.

Online campaign

• When a campaign is in online mode, incoming calls are directed to a designated skill, which then routes the call to an available agent who is logged in and assigned to that skill.
• If no agents are logged in, the call is placed in a queue until an agent becomes available or it is directed to a fallback rule, such as being transferred to a different skill or an automated system. This is based on the queue wait time and fallback rule set in the skill configuration.

Cloud Agent offers different campaign creation options for your contact center requirements. In the next articles, we will explore each campaign in detail, accompanied by concise instructions on how to create them effectively.

Note: Campaigns can be created easily from an existing campaign using the 'Copy Campaign' option as shown below.