Campaign Management
In Softdial Contact Center™ (SCC), a campaign is essentially a collection of records (one or more lists of data) to be contacted, usually related to a specific business objective. Softdial Campaign Manager™ acts as an intelligent gateway between these lists and Softdial CallGem™.
The primary responsibilities of Softdial Campaign Manager™ are:
- dataflow management - between the call center database and Softdial CallGem™. This includes both extracting numbers from the database and updatingthe database with call outcome information
- configuration of campaigns - setup and modification of all aspects of campaigns, from database connection to retry settings
- real-time management of campaigns - control for the starting, stopping and suspending of campaigns
- supply of management information - reports real time information on campaign progress, performance against target, agent utilisation and data depletion
Softdial Campaign Manager™ makes use of a client / server model:
About the client
The client provides the user interface for controlling campaign activity, in a browser window. The Softdial Campaign Manager™ server can support any number of web clients, deployed anywhere, either local or remote to the server.
Fig. 1 - Softdial Campaign Manager™ Web Client
For more information, see the following sections:
| Using the Client | Provides an introduction to the Campaign Manager Client window and describes the controls and features available |
| Creating a Campaign | Takes you step by step through the wizard that may be used to create a campaign |
| Modifying a Campaign | Describes the features that allow you to modify an existing campaign whether live or stopped |
| Pre-Processing a Campaign | Explains the procedure for sorting and filtering lists prior to running a campaign (e.g. do not call list and time zone processing) |
| Running a Campaign | A step by step guide to the many facets of running predictive or progressive (preview) outbound |
About the server
The server is the single point of contact for all communication to and from the contact database.
Softdial CallGem™ can support any number of Softdial Campaign Manager™ server instances, with discreet partitioning for those providing hosting services or Contact-Center-as-a-Service (CCaaS). This feature, known as multi-tenancy, means that a service provider can logically separate campaigns for each user, allowing privacy between users, and simpler tracking of usage.
For more information on multi-tenancy, see Multiple Tenant Issues.
A demonstration of Softdial Campaign Manager™ can be seen by running the Simulation and Testing demonstration.