Multichannel List & Campaign Manager with customizable call strategies and execution control
Run interactive, agent, or non-agent-based campaigns (IVR/ SMS or any other chat), manage campaign contacts, store interactions data, and decide the follow-up actions based on the interaction history (such as follow-up campaigns based on call wrap-ups).
REST-based APIs provide the flexibility to create and manage unlimited voice campaigns, have the call results updated against each prospect, and view consolidated campaign reports, all from your preferred CRM.
View consolidated and detailed historical reports to see what happened to your campaigns. Drill down on the call results to see what happened to an individual call.
Different CUIC reports are available depending upon the underlined platform (CCX or CCE).
See Reports
With a future release, ECM will be part of the CIM (Customer Interaction Manager) framework and integrate with Mautic as a plugin. Mautic tracks contacts across websites, organizes contacts and nurtures them through landing pages, forms, and web notifications, integrates with CRM systems and automates email campaigns.
The Expertflow plugin extends Mautic by sending chat messages over any chat channel (SMS, Whatsapp, Viber, FB Messenger,...), and receiving responses by a chatbot or an agent.
Expertflow CIM, Hybridchat and ECM have open API's that can be adapted to Marketing clouds other than Mautic.
Design forms to act as call scripts to guide agents during customer conversations OR allow agents to ask certain questions and record customer feedback, to better analyze and address customers' problems and interests.
For instance, register a new customer order while dialing in a marketing campaign, FAQs to answer frequently-asked customer queries.
Embedded in Cisco Finesse Desktop, it allows you to trigger the right form based on the type of customer query or type of conversation (inbound/outbound).
Define rescheduling strategies such as the number of retry attempts and the channel of the attempt, voice or SMS, for selective call results.
Control campaign execution by defining the hours of the day and days of the week when a campaign should run.
Toggle to start, stop, and resume ongoing dialer campaigns. The application keeps track of the point at which the dialing stopped and resumes from this same point.
Contacts that got transferred to the dialer already before the campaign aborts are still dialed.
Choose the campaign channel as voice or SMS.
Add SMS attempts in a Voice campaign to reach customers via SMS if not reachable via voice. You can also run standalone SMS campaigns to send promotions, business reminders, or follow-ups to customers.
Campaigns over digital channels such as chat (SMS, Email, WhatsApp, or any chat) are now available with the Expertflow Plugin to Mautic
View real-time reports in ECM to see the status of a contact in a campaign, in near real-time, such as "Pending", "Sent to Dialer", "Connected".