Outbound campaigns ᴺᴱᵂ
Outbound campaigns are a tool for mass customer calling based on uploaded contact lists. In Voximplant Kit, outbound campaigns help automate dialing, manage call attempts, route calls to agents, and track dialing results.
Voximplant Kit supports two types of outbound campaigns: automated campaigns and agent campaigns. Automated campaigns follow a configured scenario and can use IVR and voice bots. In agent campaigns, successfully connected calls are routed to agents for further processing.
The new outbound campaigns feature is unavailable by default. To get access, contact technical support.
Advantages of new outbound campaigns
Contact-based dialing instead of dialing separate numbers. In the new outbound campaigns, one contact can have up to 14 phone numbers, for example mobile, work, and landline numbers.
More flexible dialing strategy. You can add the same phone number type to the sequence more than once. For each number in the list, you can configure the number of dialing attempts, call duration, intervals between attempts, and the position in the sequence. The total number of attempts across all numbers cannot exceed 140.
Increased interval between attempts. The maximum interval between call attempts is increased to 7 days.
Configurable dialing sequence for contact phone numbers. For example, the campaign can first call a mobile number, then a work number, and then a landline number.
Expanded supervisor functionality with Editor rights: starting, pausing, resuming, and ending a campaign, editing settings, adding contacts, and managing contacts.
Access to creating, managing, and editing outbound campaigns for users with the Manager role.
Campaign duplication. When you duplicate a campaign, the system creates a copy in the Draft status with the same settings.
Extended contact list upload: XLS, XLSX, and CSV formats are supported. The maximum file size is 25 MB, and the maximum number of rows is 250,000.
Automatic contact timezone detection by phone number during contact list upload.
Additional contact management tools: duplicate check in other campaigns, contact list sorting, export of contacts that failed to upload, and bulk contact cancellation.
How to create and launch an outbound campaign?
To create and launch a campaign:
- Create an automated or agent campaign;
- Set the schedule and dialing strategy for the campaign, and, if necessary, add campaign members;
- On the Contacts tab, upload contact lists;
- Check contact lists for duplicates and remove repeated contacts;
- Add contact lists to the dialing process;
- Launch the campaign.
You can find detailed information on each step in the articles of the section.
The Outbound campaigns section is fully available to users with the Owner, Administrator, and Manager roles. Supervisors with Editor rights can manage connected campaigns without the ability to create or delete a campaign. Supervisors with Viewer rights have access to the general list of managed campaigns and their reports. The section is not available to users with the Agent role. For more information on roles and access rights, go here.