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iceCampaign

A versatile tool to manage all of your outbound contact center campaigns.

Depending on your needs, iceCampaign provides access to four different campaign types: progressive, predictive, preview, and outbound IVR. Within this module, you can configure outbound campaigns, as well as add and manage users and lists for your campaigns. 

Organizations can no longer afford to wait for customers to call in and request information. They need to anticipate customers’ needs and keep them updated and informed. iceCampaign brings proactive communications to your contact center.

outbound-campaign

With iceCampaign, you can deliver cost-effective outbound campaigns in any industry, be it for lead generation, promotions, collections, surveys/outreach, customer loyalty, win backs, or upselling. It allows you to make calls to your contact lists and automatically adjusts dialing pace according to agent availability.

iceCampaign is customizable, saves agent and administrative time, increases productivity, and ensures leads are not lost in the shuffle. It supports customizable HTML scripts and has comprehensive reporting to optimize campaign productivity. An import wizard easily incorporates dialing lists, scripts, and phone numbers.

outbound-campaign

iceCampaign benefits

checkmark-greenMaximize user talk time and productivity with advanced dialing modes.

checkmark-greenAutomate without compromising service.

checkmark-greenEliminate dialing errors.

checkmark-greenReduce call abandonment.

checkmark-greenManage multiple campaigns on one platform.

checkmark-greenIntegrate with third party and legacy databases.

checkmark-greenCustomize to your exact business needs.

iceCampaign features

  • Create inbound and outbound campaigns using a simple form
  • Display information and notes from the previous users
  • Option to schedule callback, automatically reschedule busy or no answer calls, and set the number of dial attempts
  • Real-time display of remaining prospects in the campaign
  • Build your own scripts
  • Standard reports, with the option to create custom reports
  • Schedule calls based on holidays, time of day, and day of the week
  • Open web service for interacting with other applications (example: automatic prospect loading)

Applications

design
  • Appointment Confirmations
  • Card Fraud Alerts
  • Customer Surveys
  • Customer Win Back
  • New Customer Engagement
  • Order Confirmations
  • Outage Status
  • Payment Reminders
  • Quote Follow-Up
  • Renewal Notice
  • Replenish Repaid Cards
  • Sales Alerts
  • Telemarketing
  • Upgrade Eligibility

4 Advanced Dialing Modes

Preview Dialing

Allows a user to retrieve the next prospect in a campaign, view details about the prospect, and then click-to-call. Preview dialing decreases dialing errors and increases productivity. Users control the rate at which calls are placed.

  • Prospect information is automatically displayed in the iceCampaign application window, and the script frame will launch any customized script defined for the prospect’s campaign.
  • The user does not need to enter the telephone number but may change it if required.
  • The user hears the call progress and is immediately connected to live answer prospects.

Progressive Dialing

Automatically initiate a call on behalf of a user whose state in iceBar is “Ready” and who have subscribed to one or more campaigns. Users can review the prospect’s record while iceCampaign dials.

  • Prospect information is automatically displayed in the iceCampaign application window, and the script frame will launch any customized script defined for the prospect’s campaign.
  • Users will automatically have their iceBar status set to ‘Not Ready’ as soon as the call is placed by iceCampaign.
  • A call is automatically placed to the next prospect.
  • The user hears the call progress and is immediately connected to live answer prospects.

Predictive Dialing

Automatically calls a list of telephone numbers in sequence and may screen out no-answers, busy signals, answering machines, and disconnected numbers. When ice gets a live answer, iceCampaign connects the user to the call. A self-adaptive algorithm keeps users occupied while ensuring live answer prospects are answered quickly.

  • Prospect information is automatically displayed in the iceCampaign application window when the call is connected, and the script frame will launch any customized script defined for the prospect’s campaign.

Outbound IVR

Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus.

  • Callers can zero out to speak with a user.
  • A web-based administration tool to create surveys/questionnaires and view responses.
workers

Blended Users

Blended users are able to handle both inbound and outbound communications to easily handle fluctuating call volumes throughout the day. Automatically switch users between inbound and outbound calls without the need for manual intervention. When call volumes are low, users handle outbound calls to ensure they have an even workload throughout the day. Users handle all calls through the same contact handling tool.

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