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LCM FOR CISCO UCCE

LIST & CAMPAIGN MANAGEMENT


Feature List Highlights
NEW FEATURES FOR 3.0
Agent / Executive mapped contacts
Specialized or high value customer segments often require personalized
care. Typically, groups of agents are not skilled or appropriate to
support these customer segments. Agent-based campaigns allows for
personalized service by mapping one agent exclusively to a customer.
Utilize the efficiency and functionality of an outbound campaign but with
one on one service. Some examples of where agent based campaigns
can be used include:




Financial - mortgage or high value, complex loans


Education Services - Student acquisition / enrollment
Healthcare - Expert or Follow-up care
Collection Services - High delinquency or risk, work-out plans
Customer Care / Telemarketing - High value handling, special offers

Agents can be assigned exclusively to a single Agent Based Campaign


or also 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.
Dialing status Alert
Increase the efficiency of your operation through more informed decision
making. Administrators can determine when a segment of records
are near completion to determine whether or not to change campaign
strategies or prepare more contacts.
Priority callback from external sources like Web, ATM, Kiosk etc
Communicate with existing or potential customers quickly from
anywhere. Customers now interact with businesses from a variety of
places like the web, kiosks, ATMs, etc. LCM now supports gathering
and processing contacts from customers and quickly connecting them
with agents. Priority callback prioritizes these contacts over scheduled
campaigns.
Support for Finesse Agent Desktop for UCCE 9.x
LCM customers can now leverage the power of Finesse
at the Agent Desktop.

Separate strategies for contacts


to be called back
LCM supports 3 box architecture
Support for Windows 2012
Support for MSSQL 2012
Support for Finesse Agent
Desktop for UCCE 9.x
Allows us to upload a National
level DNC list
Ability to configure DNC
by Channel
Enables contacts to be scrubbed
against a statutory level
DNC database while
uploading contacts.
Availability of Historical reporting
data in hour, Day, week and
Month format
Historical Reports based on
Global List ID
Ability to define system wide
Dimensions to report across
campaigns
Alerts to administrator when the
eligible records for dialing
per day are less than the
threshold set
Option to configure the preferred
call back time while chaining
Option to create multiple upload
profile/template with specific
operation like update, overwrite
or append contact and business
data to campaigns
Option to create profile/template
to manage scrub, Enterprise
DNC and National DNC
Option to enable duplicate filter
on closed records

LCM FOR CISCO UCCE


LIST & CAMPAIGN MANAGEMENT
Feature List Highlights (continued)
CALL STRATEGY MANAGEMENT
Ability to configure multiple calling numbers for
individual contacts in each campaign
Flexibility to switch across multiple channels for an
individual contact in a single campaign
Maintain complete control of a contact across multiple
numbers throughout its life cycle
Contacts are rescheduled to alternate numbers based
on the number of retries configured for each number
within a campaign
LCM allows custom configuration for the number of
global retries for a contact across multiple numbers
COMPLIANCE
Time zone management
Holiday schedule
Three-tier do-not-call list management global,
campaign-specific and national
Timed DNC
State-specific compliance management
BUSINESS FLOW MANAGEMENT
Multiple business outcomes for each campaign
Dial plans for individual business outcomes to
maintain contact lifecycle
Recall strategy for individual business outcomes
to maintain contact life cycle
Support for campaign chaining with copy and
move options
CONTACT SELECTION
Powerful contact-selection algorithms based on
market strategy
Custom contact-selection filters based on
business parameters
MULTICHANNEL CONTACT MANAGEMENT
Support for SMS and email channels
SMS and Email Marketing campaigns
DESIGNING CAMPAIGN-SPECIFIC
AGENT APPLICATIONS
CTI plug-in available on Cisco-based screen pops
to capture business outcomes
Open system architecture
Integration with the Unified CCE platform over database

PACING MODES
Standard voice pacing modes offered by UCCE dialer
Progressive SMS
Progressive email (email blaster supported)
DATA UPLOADS
Administrative tool used to configure and
upload contacts
Connect to database or utilize flat files
Support for partial update for data refresh
AUTOMATE CAMPAIGN RUNTIME
Configure campaign runtime, date range, and
specific days
SUPPORT FOR MULTI-TENANT AND
HOSTED ENVIRONMENTS
Multi-tenancy capabilities
Privacy of campaign, customer, and list data
Option to partition premise-based installation with
disparate business units or departments
Ability to customize supervisor real-time monitors
and reports based on needs of individual entities
THIRD PARTY APPLICATION INTEGRATION
One centralized agent screen with quick access to
information
AGENT DESKTOP
Thin and thick client support with icon-based tabs
Seamless integration with out of the box Cisco Agent
Desktop
MULTIPLE LANGUAGES
Supports languages in addition to English
Simultaneous support and option to configure a
separate language for each tenant.
ADDITIONAL TECHNICAL UPDATES (2.0)
Support for 64-bit operating systems
Automatic delivery of notices and reports in case of
system/process failure
Increased handling power

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