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LCM for Cisco UCCE, PCCE and HCS

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.

Cutting-Edge Features

Two-Way SMS Messaging

Campaign configuration is streamlined with a graphical user interface.

 Learn more about Two-Way SMS Messaging

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.

TCPA Compliance

The latest TCPA outbound regulatory requirements mandate that businesses contacting wireless numbers via an automated dialer must obtain prior express written consent.

  Learn more about TCPA

LCM provides a specific database for all PEWC contacts, allowing these contacts to be sent directly to the automated dialer whereas all other wireless numbers will be sent to an agent for manual dialing.

Agent/Executive Mapped Contacts

Specialized or high-value customer segments often require personalized care.

  Learn more about Agent/Executive Mapped Contacts

Typically, groups of agents are not skilled or appropriate to support these customer segments. Agent-based campaigns allow for personalized service by mapping one agent exclusively to a customer.
Agents can be assigned exclusively to a single agent-based campaign or be included in other group-oriented campaigns, even if they are mixed mode (predictive and preview). This ensures that agent productivity stays at peak levels when specific callback records are depleted or an intra-day call strategy has changed.

Priority Callback from External Sources Like Web, ATM, Kiosk, Etc.

Communicate with existing or potential customers quickly from anywhere.

  Learn more about Priority Callback

Customers now interact with businesses from a variety of places like the web, kiosks, ATMs, etc.

Salesforce Connectivity

Integrate CRM and contact center platforms with Salesforce.com connectivity via LCM

Learn more about the LCM Salesforce Connector


Features

Contact Selection
LCM contact selection
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Contact lists can be shared across multiple campaigns and campaign groups.
List Segmentation
LCM List Segmentation
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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.
Campaign Management
LCM Campaign management</div>
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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).
Call Strategy Management
LCM Call strategy management
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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.
Omni Channel
LCM Omni channel
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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.
Business Flow Management
LCM Business flow management
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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.
Compliance
Compliance
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Upload DNC lists for each campaign to ensure your campaigns do not reach an unintended, unauthorized segment.

 

Finesse Desktop Support
Finesse Desktop support
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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.
Speak with a contact center technology expert today

Business Benefits

Proactively reach your customers

Provide information to customers on a proactive rather than reactive basis. This outbound strategy increases customer satisfaction and lowers inbound call volume.

Maintain campaign compliance

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.

Increase right party contacts

A comprehensive call strategy combined with a campaign management settings assures your outbound campaigns will achieve a greater number of right party contacts.

Get the most from your Cisco investment

Maximize your Cisco investment by leveraging LCM as a natural extension of your Cisco outbound platform.

For Cisco

Awards

Technology Pioneer Award