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Dialer for automated survey

Hi Experts,

Is there some configuration in OB Campaign that we can use the dialer to make dialing for automated survey without the call being offered to the queue /agent?

BR

Rodrigo

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  • Best Answer
    Posted on Jul 03, 2016 at 02:32 PM

    Hi Rodrigo,

    we also long for functionality of "IVR Campaigns", as there are more tasks we would like to solve. Such engine would also allow to mix different campaigns per one agent, which is currently not possible.

    Regards,

    Dawood.

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  • author's profile photo Former Member
    Former Member
    Posted on Jul 07, 2016 at 02:20 PM

    Hello Rodrigo (and Dawood),

    As David Vaughn mentioned in this chain, Covington Creative developed an application that integrates with SAP Contact Center (BCM) and SAP CRM/C4C enabling outbound multi-channel campaigns. The application, called Outbound Engagement, ensures that all outbound communications (voice messages, email, fax, SMS) are recorded on the customer record. Here is a link to a presentation with more information about Outbound Engagement http://www.slideshare.net/DavidWisniewski/outbound-engagement-by-covington-creative

    Covington Creative is a niche SAP partner focused on delivering results for Customer Service Centers. Our solutions are installed around the world and we service customers world wide with outstanding implementation services for SAP Contact Center (Cloud and On-premise) integrated to SAP CRM applications (Cloud and On-premise) and rapid integration to 3rd party CRMs as well. We also provide AMS to SAP Contact Center (BCM) customers globally.

    I hope the information above and in the linked presentation is helpful. Let me know if you have further questions or would like to discuss your specific needs in more detail.

    Regards,

    David Wisniewski

    david.wisniewski@covingtoncreative.com

    519-802-2870

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    • Hello David,

      sorry for longer response, as I was travelling.

      SAP CCtr open architecture gives lot of options for developing and integrating partner and 3rd party solutions.

      We have already solved the problem with blending campaigns years ago with our own ABAP dialer, which we offer to our customers as addon to SAP CRM. It can work with any ICI based telephony, not limited to SAP CCtr.

      I think it is natural that call center solution is integrated with other components for specific "heavy duty" tasks, such as ASR, TTS, WorkForce optimization, BI, CRM functions etc.

      I do not think there is any monolitic CC solution, that would encompass all technologies and features. SAP competitors sells them also as different components or in suites, some components maybe even acquired and rebranded.

      However, I think that automated IVR calls, or at least solution for blending campaigns, should be part of the basic package - and that was meaning of my previous post 😊...

      BTW, your solution looks cool....

      Regards,

      Dawood.


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