In today’s fast-paced world, connecting with your customers effectively is more crucial than ever. Whether it’s for sales, support, or important notifications, reaching the right person at the right time can make all the difference. That’s where Webex Campaign Management for Webex Contact Center, now generally available, comes in.
This native outbound dialer is purpose-built for contact center administrators and supervisors, offering a powerful, easy-to-use application to configure and manage outbound voice campaigns You can directly cross-launch it from within the Webex Control Hub. It’s designed to help businesses effortlessly create, manage, and optimize voice campaigns to efficiently reach customers from the Webex Contact Center. From campaign creation and targeting to scheduling and compliance, admins have full control over how outreach happens—ensuring outbound efforts are efficient, compliant, and results-driven.
Make every outbound call count with Webex Campaign Management
Webex Campaign Management empowers everyone in the contact center. Agents spend more time having meaningful conversations and less time waiting for calls to connect, as only successful, live calls are routed to them. Supervisors and administrators can collaboratively build, launch, and analyze campaigns— ensuring the right customers are contacted at the right time, all while maintaining compliance with business rules and regulations. With real-time visibility into performance, they can fine-tune campaigns, improve resource planning, and make quick adjustments to maximize results.
Key features and capabilities:
- Flexible dialing modes – Run both agent-assisted and agentless (IVR) campaigns, with support for Preview, Progressive, and Predictive dialing. Choose the mode that best fits your use case—for example, use Predictive mode to maximize efficiency on unqualified sales leads, or Preview mode to give agents full context before engaging high-value prospects.
- Visual campaign builder – Design and manage complete campaign flows on an intuitive visual canvas. This makes it simple to configure new campaigns and quickly understand or modify campaigns built by other team members.
- Intelligent Call Progress Analysis (CPA) – Automatically detect whether a call reached a live person, an answering machine/voicemail, or a busy tone. Use this insight to drive automated decisions—such as when and how to schedule retry calls.
- Automated call retry strategies – Configure intelligent retry rules based on telephony outcomes or wrap-up codes set by agents, ensuring no customer opportunity is missed.
- Streamlined setup and management – Build campaigns quickly, define suppression and contact frequency rules, and schedule calls—including automatic pauses for holidays and business hours—all from a single, easy-to-use interface.
- Organized contact and Do Not Call (DNC) lists – Easily upload, manage, and scrub contact lists to ensure outreach is targeted and compliant with opt-out preferences.
- Real-time performance insights – Monitor campaign metrics as they happen with live dashboards and reports, enabling data-driven adjustments that improve results.
Real-World Impact: Use Cases
Webex Campaign Management is incredibly versatile, driving great outcomes across various business needs:
- Sales & Marketing: Power your telemarketing efforts, follow up on leads, and drive cross-selling or upselling opportunities.
- Collections & Debt Recovery: Efficiently manage payment reminders, debt collection calls, and legal notifications.
- Customer Support: Send automated reminders for appointments, gather feedback through surveys, make welcome calls to new customers, or schedule follow-up.
- Notifications & Alerts: Quickly inform customers about service outages, emergency alerts, or other critical updates.
What’s Next?
We’re continually enhancing Webex Campaign Management to provide even more ways to connect. Soon, you’ll see expanded capabilities, including the ability to communicate with customers through new channels like email and SMS, offering even more flexibility in your outreach strategies.
Webex Campaign Management is now available for contact center administrators and supervisors, providing the tools to streamline and optimize outbound voice campaigns. Whether you’re driving sales, chasing outstanding debts, delivering service updates, or sending critical notifications, it enables smarter, more efficient customer outreach—with greater control, visibility, and impact.
Resources:
Webex Campaign Management Documentation
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