Lab overview

Story

Webex Campaign for Contact Center is an add-on module for Webex Contact Center product to streamline and optimize outbound voice campaigns while ensuring full compliance with federal and state regulations, including TCPA and FDCPA (Regulation F). Key features include intelligent time zone management, customizable suppression rules, automated retry logic for failed contact attempts, and robust tools to help achieve campaign-specific business objectives.

In this lab, you will review the Webex Campaign User Interface and understand the main configurations that need to be completed to implement Campaign Voice Flow.

Using the Campaing manager you can configure Progressive IVR Campaing that would establish the call between AI virtual Agent and a customer where AI Agent can share the promotion of the flower show and try to create and order.

Capabilities

An Interactive Voice Response (IVR) dialing mode enables a computer to communicate with humans using voice prompts and DTMF tones entered via a keypad. Typically, when the system initiates an outbound call to a contact, it provides options to route the call to the appropriate department or agent based on the selected input. However, for this lab, the call will not interact with an IVR system but will instead be directly connected to an AI agent.