Applications
VoiceMail Pro - Campaign Manager
An integral part of VoiceMail Pro, this application enables repetitive information gathering (such as brochure requests) to be fully automated, leaving agents free to deal with other, more complex calls which require human interaction. Campaign Manager enables round-the-clock immediate answering, offering callers a series of clear and uncomplicated questions. Callers give their response either spoken or through the telephone keypad. Recordings can be interrupted by the caller at anytime by pressing a key on their phone. When agents are busy, overflow to Campaign Manager relieves congestion and pressure on agent groups. An agent can collect the completed transaction via a web browser (see figure 9.6 below) or via a short code representing the park slot number of a particular campaign. This number can be preprogrammed 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. Once a caller has entered information via a campaign message, the agents can then check these maessages, with any responses left via touch-tone played back as voice.
The powerful Windows Graphical User Interface (GUI) of VoiceMail Pro Manager makes customization and creation of questionnaires simple. Inbound call campaigns can be easily created and modified via a campaign wizard.
With VoiceMail Pro, customers are able to “break out” of a queue, or be directed in an “Overflow” situation to complete their transactions via the Campaign Manager. This ensures that a minimum of customers give up when forced to wait in a queue and therefore maximizes revenue opportunities.
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