Outbound Campaign Manager

Proactive & Engaging Customer Communications

Overview

Proactively communicate and engage with your customers through the industry’s most feature rich outbound campaign solution. Outbound Campaign Manager (OCM), makes customer outreach more efficient and effective for both your customers and your Contact Center. Because OCM is fully integrated with your existing customer systems, your campaign operations and execution will be streamlined and less daunting. Elevate the customer experience by engaging your customers on the right channel at the right time with full multi-channel support, including SMS, smartphone app notifications, email, automated voice interactions (IVR) and live agent.

Features

Multi-Channel & Personalized

Swampfox Outbound Campaign Manager (OCM), engages your customers on the right channel at the right time. By giving customers the choice to be reached via SMS, Smartphone App Notifications, email, automated voice interactions (IVR) or a contact center agent. OCM customizes every interaction to meet your business goals while simultaneously delivering personalized experiences that exceed your customers’ expectations.

Benefits

Create Personalized Experience

Deliver proactive, personalized engagement strategies and tactics that builds lifetime customer relationships and value. Based upon customer preference, you will be able to connect with your customer via SMS, email, automated voice interactions (IVR) and live agent.

Right Agent, Right Time

Blend agents effortlessly between outbound and inbound contacts automatically and on a call by call basis. Maximize your Contact Center’s efficiency with agent resource monitoring and effortless blending of agent inbound and outbound operations. Unlike other systems that require dedicated (nailed up connections) and manual mode change, OCM allows for idle inbound agents to handle proactive outbound engagement automatically when idle and without any additional steps for agents to take.

Get the word out, NOW!

Whether in support of a business process change, such as updated billing status, service outages or, appointment reminders, OCM is a powerful tool that enables your organization’s ability to react quickly and easily to communication opportunities.

Dynamic Tuning

Dynamically change channels and messages to tune into your customers’ needs. If you can’t reach your customer on a voice channel, try a Text Message channel or confirm with a customer that you are trying to reach them via email or Text Message before bringing an agent into the call.

Balance CX & Agent Workload

Agent Preview, Progressive and Power Dial Campaigns provides control to balance great customer experience with agent and resource efficiencies using flexible campaign strategies via digital, automated and agent interactions.

Agent Preview & Call Control

OCM supports Agent Preview calls to let agents understand the customer need before contacting them. Each contact is provided to the agent to see context, campaign, and historic information on the Agent’s desktop. Optional Preview Timers or Manual dialing allows the agent to initiate the call to be placed to a customer. Agent dispositioning supports call attempts (“live person” or “answering machine”) and can be driven off of a business goal like “successful sale” or “customer notified”. OCM handles retries and leaving answering machine messages.

A Complete Solution

OCM is a robust solution that enables, manages and provides in-depth reporting for your outbound communication campaigns. The solution has a comprehensive list of features and functions, integrates flawlessly with your existing Contact Center Systems and supports a broad multi-channel communication strategy.

Power Dial/Progressive Dial

Power Dialing with over-dialing and paced, Progressive Dialing, drive maximum utilization of infrastructure and Agent resources. Automatic live person detection allows an Agent to engage a live customer and allows OCM to manage answering machine messages. Integrated campaigns with Swampfox Agent desktop foster Agent knowledge and engagement.

We Play Nice with Others

From one unified solution you can, manage customer options for contact preferences, while complying with regulations. All of our Applications are built to work with your existing technology infrastructure and solutions. We have deep expertise in the leading Contact Center technologies, including Avaya and Cisco.

2-Way Communications

Empowering your customer through 2-way communications increases customer engagement and overall satisfaction. OCM enables full 2-way touch-tone and text messaging, as well as full 2-way speech, giving you the flexibility of collecting fixed and free-form responses.

Built for Complex Requirements

We really shine when your requirements are complex. We are Contact Center consultants and innovators who have developed amazing applications that make superior customer experiences happen.

Mobile Application Integration

Many organizations have their own customer-facing mobile applications. With OCM, you can effortlessly your outbound campaign to your mobile app, as we enable complete support of the mobile app channel through text, or SMS notification.

Advanced Analytics & Reporting

Use real-time and historical reporting to provide insights into campaign effectiveness.

Features

Multi-Channel & Personalized

Swampfox Outbound Campaign Manager (OCM), engages your customers on the right channel at the right time. By giving customers the choice to be reached via SMS, Smartphone App Notifications, email, automated voice interactions (IVR) or a contact center agent. OCM customizes every interaction to meet your business goals while simultaneously delivering personalized experiences that exceed your customers’ expectations.

Right Agent, Right Time

Blend agents effortlessly between outbound and inbound contacts automatically and on a call by call basis. Maximize your Contact Center’s efficiency with agent resource monitoring and effortless blending of agent inbound and outbound operations. Unlike other systems that require dedicated (nailed up connections) and manual mode change, OCM allows for idle inbound agents to handle proactive outbound engagement automatically when idle and without any additional steps for agents to take.

Dynamic Tuning

Dynamically change channels and messages to tune into your customers’ needs. If you can’t reach your customer on a voice channel, try a Text Message channel or confirm with a customer that you are trying to reach them via email or Text Message before bringing an agent into the call.

Agent Preview & Call Control

OCM supports Agent Preview calls to let agents understand the customer need before contacting them. Each contact is provided to the agent to see context, campaign, and historic information on the Agent’s desktop. Optional Preview Timers or Manual dialing allows the agent to initiate the call to be placed to a customer. Agent dispositioning supports call attempts (“live person” or “answering machine”) and can be driven off of a business goal like “successful sale” or “customer notified”. OCM handles retries and leaving answering machine messages.

Power Dial/Progressive Dial

Power Dialing with over-dialing and paced, Progressive Dialing, drive maximum utilization of infrastructure and Agent resources. Automatic live person detection allows an Agent to engage a live customer and allows OCM to manage answering machine messages. Integrated campaigns with Swampfox Agent desktop foster Agent knowledge and engagement.

2-Way Communications

Empowering your customer through 2-way communications increases customer engagement and overall satisfaction. OCM enables full 2-way touch-tone and text messaging, as well as full 2-way speech, giving you the flexibility of collecting fixed and free-form responses.

Mobile Application Integration

Many organizations have their own customer-facing mobile applications. With OCM, you can effortlessly your outbound campaign to your mobile app, as we enable complete support of the mobile app channel through text, or SMS notification.

Advanced Analytics & Reporting

Use real-time and historical reporting to provide insights into campaign effectiveness.

Benefits

Create Personalized Experience

Deliver proactive, personalized engagement strategies and tactics that builds lifetime customer relationships and value. Based upon customer preference, you will be able to connect with your customer via SMS, email, automated voice interactions (IVR) and live agent.

Get the word out, NOW!

Whether in support of a business process change, such as updated billing status, service outages or, appointment reminders, OCM is a powerful tool that enables your organization’s ability to react quickly and easily to communication opportunities.

Balance CX & Agent Workload

Agent Preview, Progressive and Power Dial Campaigns provides control to balance great customer experience with agent and resource efficiencies using flexible campaign strategies via digital, automated and agent interactions.

A Complete Solution

OCM is a robust solution that enables, manages and provides in-depth reporting for your outbound communication campaigns. The solution has a comprehensive list of features and functions, integrates flawlessly with your existing Contact Center Systems and supports a broad multi-channel communication strategy.

We Play Nice with Others

From one unified solution you can, manage customer options for contact preferences, while complying with regulations. All of our Applications are built to work with your existing technology infrastructure and solutions. We have deep expertise in the leading Contact Center technologies, including Avaya and Cisco.

Built for Complex Requirements

We really shine when your requirements are complex. We are Contact Center consultants and innovators who have developed amazing applications that make superior customer experiences happen.

Personalized Customer Outreach

Contact Us Today!