LCM for Cisco Unified CCE

Maximize performance of Outbound campaigns

LCM

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List & Campaign Manager (LCM) is a tool which provides powerful list and campaign management capabilities for the Unified CCE dialer. It also offers outbound capabilities for SMS and e-mail channels over the Unified CCE platform.

Business Benefits

  • Maximizes yield from records
    • Increases the number of productive calls to customer
    • Enhances business returns
  • Increases customer contact points
    • Customers can be contacted across multiple channels if voice channel fails
  • Enhances customer experience
    • Reduce customer abandonment and irritation
    • Customers are contacted at the right time and through the right channel

Features

  • Auto scheduling of campaigns
    • Specifies hours of operation each day
    • Specifies different hours of operation for specific days
    • Specifies days of the week it should not run
    • Specifies holidays across the year
  • Dial plan management
    • Offers multiple calling numbers, with different times of operation, to be uploaded with individual contacts
    • Offers contact life cycle with the dial plan
    • Flexible, to switch across channels within a dial plan for the same contact
  • Business flow management
    • Multiple business outcomes for each campaign are activated
    • Dial plans for individual business outcomes to maintain contact lifecycle are defined
  • Contact selection
    • Offers powerful contact selection algorithms based on market strategy
    • Offers custom contact selection filters based on business parameters
  • Multichannel contact management
    • SMS and e-mail channels are supported
    • Marketing campaigns for SMS and e-mail can be executed
    • Within a voice campaign contacts can be switched to SMS or e-mail
  • Designing campaign-specific agent applications
    • A CTI plug-in is available on Cisco-based screen pops to capture business outcomes
  • Open system architecture
    • Integrates with the Unified CCE platform over database
  • Pacing modes
    • Voice using the Cisco Unified CCE enterprise dialer
    • Progressive SMS
    • Progressive e-mail (e-mail blaster also supported)
    • Flexible to shift contacts across channels within the same campaign as desired
  • LCM controller
    • An administrative tool used to configure and upload contacts
  • Automate campaign runtime
    • LCM allows campaign run time to be configured in multiple ways, like set daily start and stop times for a date range or for specific dates, or days of the week when the campaign should not run
  • Multichannel campaign manager - e-mail and SMS
    • Support for e-mail and SMS as an outbound channel
  • Enhanced dial plan for e-mail
    • LCM offers a very powerful dial plan for the e-mail channel. Any e-mail failure scenarios like 'mailbox size limit reached' and 'invalid e-mail address', among others, will be captured by LCM as an inbound e-mail. It can analyze these inbound e-mails and based on the failure scenario apply the configured dial plan to the corresponding contact.
  • Enhanced multimodal behavior for e-mail and SMS
    • LCM supports multimodal behavior for the e-mail and SMS channel. If an outbound e-mail fails for a contact, the contact can be switched to another channel, like SMS, in the dial plan.
  • Time zone management
  • Do-not-call list management
  • Scripting (for e-mail and SMS)
  • Strong historical reporting of campaign