Outbound Contact Center Features

Bright Pattern’s Outbound Contact Center solution is designed to help contact centers organize, automate and run their outbound dialing campaigns. Various dialing modes and a wide range of configuration options are provided to support proactive contact of any type (e.g., telemarketing, collections, political campaigns) while ensuring regulatory compliance. Being an integral part of the Bright Pattern Contact Center platform, outbound operations are supported for the same contact center capacities (up to 5000 agents) and with the same degree of HA (no interruption or data loss in the event of any single failure) as any other interaction management functions. The platform enables agents to handle campaign calls and inbound interactions of any media type in a fully blended environment.

This specification lists the Bright Pattern Outbound Contact Center features by category. Features related to regulatory compliance are marked with an asterisk (*).

Calling Lists

  • various source formats
  • manual wizard-supported import
  • automatic periodic updates (choice of record addition or replacement)*
  • list management via API (add/update records)*
  • adding list records via scenario
  • pre-formatted fields (phone, name, state, postal code, date and time, etc.)
  • multiple phone fields
  • caller ID field
  • calling priority field for “hot” leads
  • custom fields with optional encryption*
  • list data integrity verification
  • re-usable list formats
  • list contact info displayed in standard agent desktop fields
  • record content displayed to agent via activity forms
  • record expiration monitoring for opt-in lists*
  • record grace period monitoring*
  • record expiration metrics (real-time and historical)*

General Campaign Settings

  • preview, predictive, and IVR dialing modes
  • option to disable predictive and IVR modes at system level*
  • blended outbound/inbound mode (use of same agents to handle customer callbacks)
  • scheduled (automatic) start and stop
  • calendar with hours of operation for each day
  • option to override configured hours of operation on selected days
    campaign linking
  • diagnostics (verification of configuration completeness)
  • voice recordings with configurable percentage
  • screen recordings
  • pre-recorded campaign-specific messages (e.g., mini-Miranda)*
  • voice signature option
  • multiple teams
  • multiple operators
  • multiple administrators

Predictive Campaigns

  • configurable no-answer timeout
  • scenario to run upon answer
  • target agent occupancy setting
  • call progress analysis (CPA)
  • localizable CPA timeouts and frequencies
  • recording of CPA call phase (optional)
  • voice detection (optional)
  • answering machine detection (optional)
  • configurable timeout for unattended calls*
  • re-direct of unattended calls to IVR*
  • opt-out IVR script for unattended calls*
  • right party contact (RPC) scenario

Predictive Campaigns

  • configurable no-answer timeout
  • scenario to run upon answer
  • target agent occupancy setting
  • call progress analysis (CPA)
  • localizable CPA timeouts and frequencies
  • recording of CPA call phase (optional)
  • voice detection (optional)
  • answering machine detection (optional)
  • configurable timeout for unattended calls*
  • re-direct of unattended calls to IVR*
  • opt-out IVR script for unattended calls*
  • right party contact (RPC) scenario

Automatic (IVR) Campaigns

  • over-the-phone voice message recording
  • limit for concurrent calls per campaign
  • configurable no-answer timeout
  • scenario to run upon answer
  • multi-lingual recorded messages
  • call progress analysis (CPA)
  • localizable CPA timeouts and frequencies
  • recording of CPA call phase (optional)
  • voice detection (optional)
  • answering machine detection (optional)

Activity Forms

  • custom campaign-specific web forms
  • static text with custom styles
  • pictures
  • hyperlinks
  • click-to-dial phone number fields
  • disposition selector
  • voce playback for voice-mail based campaigns
  • pre-formatted editable fields (date/time, list, etc.)
  • free-text editable fields with optional encryption*
  • screen-pop on record delivery for preview campaigns
  • screen-pop on call delivery for predictive campaigns
  • binding of list fields to form fields
  • entered data stored in campaign results

Agent Desktop

  • activity form, web page or SalesForce screen-pop on record delivery
  • (preview) or call delivery (predictive)
  • accept/reject option
  • auto-answer option (predictive)
  • busy on record delivery (preview)
  • basic record info in contact panel
  • complete record info in activity form
  • recommendation on the number to dial (preview)
  • manual dialing (preview)*
  • autodial option (preview)
  • record history within campaign
  • ‘skip record’ option
  • all standard call handling features (hold, transfer, ACW, etc.)
  • mandatory disposition selection
  • rescheduling of call attempts to specific times
  • optional free-form text notes
  • scripting via forms
  • data entry via forms
  • pre-recorded messages
  • start/stop recording
  • voice signature collection
  • dashboard for personal and team KPIs

Supervisor Functions

  • campaign start and stop
  • customizable real-time metric views
  • current campaign performance
  • individual agent performance
  • thresholds and alerts
  • agent monitoring, coaching an barge-in
  • grading calls in progress
  • agent forced not ready and logout
  • internal chat (individual and broadcast)

Access Control

  • permission to manage all campaigns
  • permission to manage assigned campaigns only
  • permission to manage lists
  • permission to control campaign operations
  • pre-defined Campaign Administrator role
  • pre-defined Campaign Operator role
  • audit trail for all login attempts and administrative tasks*

List-Campaign Association

  • multiple lists within campaign
  • order of list use within campaign
  • dialing ratio for lists with same order
  • filter for never attempted records
  • filter for unfinished records
  • filter based on dispositions set in previous campaigns
  • use of same list with different filters within same campaign (virtual list)
  • natural dialing order
  • random dialing order
  • ascending/descending order by selected fields

Do-Not-Call (DNC) Lists*

  • internal DNC lists (numbers added by agents)
  • lists of DNC states
  • lists of DNC postal codes
  • lists of DNC area codes
  • list import and editing functions
  • record exclusion lists (value of any field can be used for exclusion)
  • automatic periodic updates for record exclusion lists
  • DNC list management via API (add/replace records)
  • assignment of multiple lists to a single campaign
  • one-step list assignment to linked campaigns
  • one-step assignment to all campaigns
  • automatic detection and dispositioning of DNC-matching numbers and records

Dispositions

  • dispositions for preview records
  • dispositions for call attempts
  • dispositions for completed records
  • pre-defined system disposition for all auto-detected results
  • custom campaign-specific dispositions
  • optional numeric codes for automated processing
  • disposition grouping
  • option to hide selected dispositions from agents
  • disposition selection enforcement
  • setting dispositions from scenarios

Caller IDs*

  • multiple caller IDs per campaign
  • state-specific caller IDs
  • random global selection
  • random state-wide selection
  • selection based on geographical proximity
  • individual (record-level) caller ID assignment
  • caller ID relay (pre-qualified call hand-off with caller ID set to called customer’s number)

Calling Hours

  • calling windows by phone type
  • multiple phone types within calling window
  • dialing order by phone type within calling window
  • option to dial all valid phone types of each record before trying next record
  • compliance with national and state curfew hours*
  • pre-defined US national/state curfew hours conforming with current regulations*
  • area-code-based time zone adjustment*
  • optional postal-code-based time zone adjustment*

Dialing Rules

  • custom actions for all non-final dispositions
  • option to reschedule call attempts
  • disposition-specific reschedule interval
  • option to stop calling number within campaign
  • option to stop calling number in all campaigns
  • options to stop calling record
  • option to run a scenario
  • disposition-specific number of re-tries per attempt
  • disposition-specific re-try interval
  • default actions for all system dispositions
  • limit for number of attempts per record
  • limit for number of attempts per number

Campaign Operator

  • customizable real-time metric views
  • current campaign performance
  • overall campaign progress and estimated duration
  • alerts for insufficient number of dialable records
  • alerts for unattended calls percentage (TCPA abandonment rate)*
  • disposition percentages
  • list-in-campaign performance
  • list activation and deactivation
  • team-in-campaign performance
  • adding/removing teams to/from campaign

Campaign Results

  • csv format
  • list name
  • call time and duration
  • CPA result
  • agent information
  • disposition
  • agent’s notes
  • calling record data
  • activity form data
  • voice recording reference
  • record completion indicator
  • summary option (record and last call attempt)
  • details option (record and all call attempts)
  • on-demand download
  • scheduled automatic FTP export
  • SFTP option
  • multiple export jobs with list and disposition filtering

Recordings*

  • comprehensive search
  • built-in playback
  • grading in multiple customizable categories
  • free-form text notes
  • on-demand download
  • scheduled automatic FTP export
  • SFTP option
  • multiple export jobs with list and disposition filtering
  • configurable file names
  • disk space estimation for configured export jobs

Reports

  • agent performance report
  • agent time allocation report
  • campaign performance report
  • disposition percentage report
  • compliance report (TCPA abandonment rate)*
  • call detail records*
  • agent activity records
  • on-demand report generation
  • automatic scheduled report generation
  • multiple formats (PDF, Excel, csv, text)
  • delivery via email
  • delivery via FTP
  • SFTP option
  • customizable report templates
  • direct access to details and aggregates in reporting database

Service Provider

  • restrictions for use of trunks for campaign calls
  • limit for maximum concurrent dialer calls per tenant
  • limit for export of recordings to off-peak hours
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