WxCC Proactive Outreach

Bing Khouw
Customer Success Manager
March 7th, 2023
 Agenda
• Overview of current capabilities
• High level walk through of preview dialer

• Step by step for Event Scheduler

• Tiger Team, what is it and what we are asking

• Feedback
Preview Outbound
• Includes list management by Acqueon
• Ability for list scrubbing including multiple DNCs, PEWC lists
• Ability to construct reschedule logic for non contacts
• Requires an additional dialer license per agent

Outbound Notification
• SMS or Custom Event (email, programmable in flow)
• Per message charge
• No Limitations, No Guard Rails

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Outbound Preview

Outbound Preview is a tool to load a list, scrub, and apply

reschedule logic which an agent can then select to dial.
An agent will have the ability to dial or skip, if they select
dial, they will be connected and hear the call attempt.

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 Preview Dialing from the Agent Desktop

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 Preview Dialing from the Supervisor Desktop

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 Acqueon Interface

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 Campaign Management

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 Campaign Parameters

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 WxConnect Event Scheduler
Event Scheduler is a tool inside of WxConnect (including
WxCC) that allows a customer to load a list and schedule
the delivery of SMS messages or execute a Connect Flow
to the list recipients.

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 Outbound Notification
Stepping through the Event Scheduler in WxConnect

1 2 3

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SMSOutboundlist.csv
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 Custom Event

SFTP

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 Cisco Tiger Team Requirements

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 Requirements
• Automated dialing – non-human assisted
• I.E. Predictive Dialing, Progressive Dialing
• Agent Based
• IVR Based
• Bonus Feature - IVR Campaign based on agent occupancy

• CPA – Call Progress Analysis (AMD Answering Machine Detection)

• 85 to 95 Percent Accuracy - Cisco CUBE CPA = 95.88%
• Needed for TCPA Compliance

• TCPA compliance capabilities

• Two Second Rule
• Two Precent Abandon Compliance
• Phone number time zoning
• Automated dial outcome based recalling/connection (No Answer, Answering
Machine, SIT, etc)
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 Requirements
• Skip Trace type dialing ( mainly Preview Mode, possibly others)
• I.E. Click to dial capabilities of any phone number in the record and ability to add
phone number(s) to the record and click to dial.

• Scheduled Customer Callback

• Agent Owned and General Campaign Population

• Preview mode, Close contact (besides Accept or Reject)

• Present custom ANI to Campaign Contact

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 YOUR FEEDBACK MATTERS
What are your customers asking for?

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