Create a campaign

A campaign is an outbound phone-based dialer that enables you to search, generate, and feed a call list to an outbound queue, facilitating automated outbound dialing. As and 8x8 Contact Center administrator, you can create a campaign based on the customer object in your 8x8 Contact Center Local CRM or any object defined in your Salesforce CRM, provided the object has a phone field. You can then define a search strategy to further filter the target call list. On initiating a campaign, the campaign manager fetches the target call list from the CRM and feeds records to an outbound phone queue. The agents assigned to the queue are offered campaign calls. If the campaign is in preview dialing mode, an agent previews a record, and then accepts, rejects, or skips the call. A call can be initiated automatically after the preview, if no action is taken, and if the auto dial feature is selected. If the campaign is in progressive or predictive dialing modes, the calls are dialed out to the customers first, when answered live, are then offered to the available agents.

The Campaigns tab in the 8x8 Configuration Manager lets you quickly create, execute, and manage campaigns. Additionally, you can sort and filter campaigns based on custom searches.

Here is a checklist of tasks you should complete before creating a campaign:

  • Create and identify an outbound phone queue to assign the campaign.
  • Assign agents to the outbound phone queue.
  • Create a transaction code list to capture campaign call outcomes and assign it to the outbound queue.
  • Identify and set up CRM objects and fields from the 8x8 Contact Center CRM, or Salesforce CRM in Outbound Setup.
  • Upload audio files.
  • Identify and map call outcomes that require disposition actions.
  • Optionally you can:
    • Determine a daily calling schedule for the campaign.
    • Determine the campaign search and sort strategy.
    • Identify a CRM field to capture the call outcome through transaction codes for recycling a campaign.
    • Identify a CRM field to capture the Do not Call disposition.
    • Identify supervisors to monitor and/or control a campaign.

Main tasks

Creating a campaign involves the following tasks:

  1. Define campaign properties
  2. Assign audio files to a campaign

  3. Set preferences for abandoned campaign calls

  4. Assign supervisors to a campaign
  5. Define campaign search criteria
  6. Specify a sort order for a campaign

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