Enterprise · Part of Telephony and CTI
Outbound dialer and campaigns
Outbound dialing with campaign management for proactive, collections, and sales programs: call lists, pacing, callbacks, and compliance calling windows in one place. This capability is on the telephony roadmap and is not something you can turn on today.
For the operator
For the supervisor and telephony admin who run outbound programs, this will bring campaign setup into FrontLine: load a call list, set the pacing, define callback rules, and configure the calling windows a program is allowed to dial within. WFM (Workforce Management: forecasting, scheduling, and adherence.) analysts will be able to see outbound alongside inbound instead of stitching two systems together to get one picture of the floor. Collections, sales, and proactive outreach will each run as their own campaign, carrying their own list and rules. Because it is planned rather than shipped, treat this as a preview of what is coming, not a feature you can configure yet.
Business impact
Outbound is where BPO (Business Process Outsourcing: a firm that runs contact-centre operations on behalf of other brands.)s win collections and sales work, and where a mistimed call becomes a compliance problem. Bringing dialing and campaign management into FrontLine will let you run those programs without paying for and reconciling a separate dialer. Compliance calling windows enforced in the same system reduce the risk of dialing outside permitted hours, the kind of miss that costs client trust and can carry regulatory penalties. This capability is on the telephony roadmap, so you can plan for it without counting on it today.