LCM for Cisco UCCE, PCCE and HCS
LCM provides powerful list and campaign management capabilities to Cisco Enterprise contact center platforms. In addition to list and campaign management, LCM brings multi-channel capabilities to Cisco’s outbound platform including SMS and Email channels.
Integration with DNC.com scrubbing services provides an automated and highly flexible authentication process which allows companies to communicate with their customers while maintaining compliance with all Federal and State calling rules.
The latest TCPA outbound regulatory requirements mandate that businesses contacting wireless numbers via an automated dialer must obtain prior express written consent. LCM’s TCPA compliance module ensures campaigns maintain compliance under the most stringent outbound regulatory environments.
With support for leading communication platform as a service providers Twilio and Tropo, businesses can subscribe to either of these platform services to enable proactive SMS campaigns within LCM.
LCM now supports multiple tenant instances within a single LCM host server. This along with other Cisco HCS architectural optimizations allows service providers to host the LCM solution with a reduced hardware footprint.
Two-way SMS campaigns can be configured with fixed-response sets, triggering specific outcomes based on business logic. Two-way SMS campaigns provide customers with the capability to respond to SMS messages, reducing the need for further follow-up calls. SMS messaging can be used in a stand-alone campaign or integrated with voice and email, providing true, omni-channel functionality.
LCM uses contact selection algorithms and filters to target specific contact segments. Users can even go as far as to segment specific contacts in a single column by specifying values. Contact lists can be shared across multiple campaigns and campaign groups.
Using advanced contact selection methods, contacts can be selected from multiple lists. Users can prioritize contacts from each list in the order or percentage they are to be sent to the dialer.
Customize broad campaign parameters such as campaign runtime (customizable to the week, day and even hour), establish time zone management and set a holiday schedule (national and state level).
Assigning a call strategy in each campaign lets users set call prioritization and retry strategies for each phone number and contact channel. Set multiple numbers per contact (home, mobile, business, etc.) as well as email and numbers exclusively for SMS messaging.
Perform email and SMS campaigns or integrate both channels with traditional voice campaigns as part of the call strategy. SMS messaging includes the use of 2 way SMS.
Users can assign specific business and call outcomes to each campaign. The outcome of each call can then be recorded by the agent and based on that outcome, contacts can be automatically moved to alternate campaigns.
Upload DNC lists for each campaign to ensure your campaigns do not reach an unintended, unauthorized segment.
LCM integrates with the finesse agent desktop via multiple widgets. This integration lets users handle outbound calls using Cisco and LCM, all within the familiar finesse interface.
Provide information to customers on a proactive rather than reactive basis. This outbound strategy increases customer satisfaction and lowers inbound call volume.
Maintain compliance with calling regulations such as TCPA and Ofcom with DNC list upload and compliance modules. Additionally, time zone management and holiday schedule ensures calls are always made at appropriate times.
A comprehensive call strategy combined with a campaign management settings assures your outbound campaigns will achieve a greater number of right party contacts.
Maximize your Cisco investment by leveraging LCM as a natural extension of your Cisco outbound platform.