Sales leaders can configure their entire outbound communications strategy while ensuring the management of that process is completely automated for sales representatives. This reduces reps' time spent on administration and removes the thought process required to follow the rules of the outbound campaign. And this ultimately frees them to do what they do best—sell.
Service leaders know that customer experience is at the heart of winning and retaining business. With the existing customer base being the most valuable asset, it’s imperative to have a strategy to effectively communicate with customers when required. This includes reacting to CSAT scores, rescheduling appointments, or simply following up when you said you would.
So, a cadence sits at the centre of any outbound campaign, easily configurable through a point-and-click visual builder. As call or action steps are layered into the cadence, instructions are created, exit criteria set, and future steps defined. Hosted within the CRM, call-recording requirements can also be defined, along with the ability to present a local outbound number to improve connection rates.
How and When to Connect
Fully automated and enforced, a cadence defines how and when agents and reps attempt to make a connection. Only the relevant information is provided to the user’s telephony ContactPad, such as instructions on steps, screen pops of the focus record, or the presentation of step outcomes.
These outcomes are dynamically restricted to either the exit criteria or the outcomes defined within step transitions, and they are enforced before allowing the user to move on to the next record, which maintains the integrity of both the cadence and your data.
Cadence is now available for Vonage Contact Center. To learn more, click here.