Customer Journey Platform:

Call Center Campaigns

Solutions for marketing programs that depend on the call center

Know the Marketing ROI of your call center campaigns

In the famous words of John Wanamaker, the father of the modern department store and advertising, “I know that half of my advertising dollars are wasted… I just don’t know which half”. In today’s competitive world, marketing’s ability to rise above the noise and motivate action is key and knowing what works and doesn’t is even more important.

With the Cisco^© Customer Journey Platform, when marketing spends money on call center campaigns to drive calls, emails, and web chats to contact center agents, they’ll be able to track the results based on the time of day, geography, call volumes, which agent teams handled the calls, and which scripts were used.

The Customer Journey Platform Outbound Campaign component assures your agents stay productive and efficient.

The Customer Journey Platform assures call center campaign performance:

Unifies the business, performance and operations data in your CRM, marketing, and contact center systems
Calculates the conversion rates of every marketing program and the demographics of respondents
Identifies which contact center teams and scripts deliver and which don’t

A Call Center Campaign At Work

Problem

Marketing spends a million dollars on ads that drive calls that get distributed to 3 different outsourcers using 3 different systems

Insight

The Mumbai call center has an uncanny knack to convert 75% of their calls while the other outsourcers flounder

Solution

Optimize advertising schedules for when Mumbai is online and ensure the other centers use their best performing agents and the Mumbai scripts when they are not

Top Features for Call Center Campaigns

Analytics Repository
Understands the data fields and formats coming from the various systems the call center and marketing use—ACD, IVR, WFO, CRM, Marketing Automation, Order Entry, Consumer Demographics—and applies heuristics to normalize the data for interactive analysis by marketing. See how Customer Journey Analytics works for call center campaigns.

Call Center Campaign KPIs
Presents you with the fields and measures from your marketing and contact center systems so you can analyze, correlate, and create KPIs that matter to you: response and conversion rates by campaign, average revenue per call, agent, team, or campaign. Read about Contact Center Analytics to create KPIs for call center campaigns.

Predictive Analytics Routing
Dynamically optimizes the contact center systems behavior to deliver the best ROI for call center campaigns. Predicts customer’s propensity to buy and routes to the best performing agents with recommended scripts and offers based on performance. Learn more about Analytics-Driven Routing to assure the success of call center campaigns.

Success Stories

Snapshot
Aon Integramark® centralized outsourcer performance management and analytics

Snapshot
Office Depot® achieves a dramatic reduction of call abandons & delivers significant cost savings

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MISS DIG 811 transformed their customer service with cloud contact center routing across sites

Call Center Campaigns

Solutions for marketing programs that depend on the call center