OpenScape Contact Center Campaign Director

Design cost-effective outbound campaigns that improve customer loyalty and retention

With labor costs being up to 80% of a contact center’s operational costs, many organizations are looking into ways of controlling and even reducing labor costs but not at the expense of finding and retaining customers. One of the ways of achieving these goals is to implement agent-assisted and agent-less proactive customer care campaigns. These have been proven to have a big impact on customer loyalty and retention while keeping costs in check.

With OpenScape Contact Center Campaign Director, you can build strong customer relationships that drive loyalty, satisfaction and increase revenue. Implement proactive contact to pre-emptively reduce inbound call volumes, improve business processes and generate new revenue opportunities.

New generation of outbound technology

OpenScape Contact Center Campaign Director ushers in a new generation of outbound contact management solutions with patented predictive dialing, advanced campaign and list management, call tactics and call recording capabilities. Campaign management is simplified with a single unified point for administration, management and reporting.

OpenScape Contact Center Campaign Director is an extremely versatile solution that is used in all industries, including banking, insurance, government, telecommunications, retail, healthcare and outsourcing to drive the following applications:

• Collections;
• Telesales and marketing;
• Notifications and alerting;
• Services and support;
• Blended inbound/outbound campaigns;
• Proactive customer care.

Key features and benefits

Available as a stand-alone outbound solution or fully integrated with OpenScape Contact Center Enterprise, OpenScape Contact Center Campaign Director allows you to:

• Seamlessly and easily manage campaigns, calling records, agent workflow, and campaign strategies;
• Prioritize who to call, when to call, and the best agent for the call;
• Minimize compliance risks, ensure call quality, monitor calls in real-time, and easily manage business rules;
• Maximize revenue opportunities using contact-level call strategies that treat each record individually allowing you to segment your database;
• Increase agent productivity by implementing predictive dialing that maximizes agent utilization and effectiveness;
• Execute multiple concurrent strategies throughout the life of a campaign;
• Increase agent satisfaction through an intuitive, browser-based scripting interface;
• Streamline decision making using real-time performance data presented in colorful, easy-to-read graphical reports;
• Reduce costs using proactive agent-less campaigns with outbound IVR to reduce inbound call volumes.