Call Campaign

Campaigns are a crucial feature of NextGenSwitch, enabling automated call processes that connect customers with live agents seamlessly. This guide provides an in-depth overview of campaigns, their use cases, benefits, and a step-by-step process for creating, managing, and monitoring them in NextGenSwitch.

What is a Campaign?

A campaign in NextGenSwitch is an automated calling process where the system dials customers and, upon connection, routes the call to a live agent. The live agent communicates with the customer based on predefined scripts and collects information using a customer form. Campaigns are designed to enhance efficiency, reduce response times, and improve the overall customer experience.

Use Cases of Campaigns

  • Marketing and Promotions: Launch promotional campaigns like Black Friday Sales to engage potential customers.
  • Customer Follow-Ups: Automatically follow up with customers for feedback or service updates.
  • Lead Qualification: Qualify leads by collecting responses and routing them to the appropriate agents.
  • Appointment Reminders: Automate reminders for appointments, meetings or upcoming events.
  • Surveys and Data Collection: Use campaigns to collect customer information or conduct quick surveys.

Why Use Campaigns in NextGenSwitch?

  • Automation and Efficiency: Automates the dialing process, freeing up time for agents to focus on customer interactions.
  • Seamless Integration: Integrates with scripts and forms, ensuring agents have the tools needed for effective communication.
  • Scalability: Handles large volumes of calls simultaneously, making it ideal for businesses of all sizes.
  • Improved Customer Experience: Ensures quick responses and smooth handovers to live agents.
  • Actionable Insights: Provides detailed reports on campaign performance, enabling data-driven decision-making.

How to Create a Campaign in NextGenSwitch

To create a broadcast, navigate to the Campaigns section within the Contact Center. Click Create New Campaign. Below is a detailed overview of the fields required to configure a campaign.

  • Name: The unique name of the campaign.
  • Description: Optional field to provide additional details about the campaign.
  • Contact Group: The group of contacts to be targeted by the campaign.
  • Days: The specific days on which the campaign will run.
  • Timezone: The timezone in which the campaign operates to align with customer schedules.
  • Start At: The time the campaign starts each day.
  • End At: The time the campaign ends each day.
  • End Date: The date the campaign is scheduled to stop running.
  • Call Interval (sec): The interval in seconds between consecutive calls.
  • Script: The script used by live agents during customer interactions.
  • Form: The customer form used to collect information during the call.

Manage your Campaigns

You can manage Campaigns by clicking the three-dot menu on the right. The available options include:

  • Start Dialling
  • History
  • Edit
  • Clone
  • Delete