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.
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.
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.
Integrate CRM and contact center platforms with Salesforce.com connectivity via LCMLearn more about the LCM Salesforce Connector
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.