IP Office Campaign Manager
As part of the IP Office Preferred Edition and VoiceMail Pro, IP Office Campaign Manager enables the gathering of repetitive information from inbound calls (such as brochure requests) to be fully automated, leaving agents free to deal with other more complex calls which require human interaction. A definable sequence of recordings are played to the caller with time in between each recording to allow the capture of the caller’s spoken answers and/or the caller’s key presses via DTMF. At the end of the transaction the caller can be thanked and the completed transaction retrieved by an agent via a web interface or a short code.
IP Office Campaign Manager allows calls in queue to break out of the queue, or be directed in an overflow situation to complete their transactions thereby increasing customer satisfaction by affecting an answer to their call. This ensures that a minimum of customers give up when forced to wait in a queue or even worse, hear a recorded message stating that they are calling outside of office hours.
In a busy service desk environment, when agents are busy, an overflow to IP Office Campaign Manager relieves congestion and pressure on agent groups. An agent can collect the completed transaction via a web browser or via a short code representing the park slot number of a particular campaign. This number can be pre-programmed under a DSS key and used by agents to access the campaign. If the DSS key incorporates a BLF lamp, that lamp is lit when new campaign messages have been left. Agents then transcribe the caller’s answers into a database or other records