Proactive Voice

Proactive Voice is a channel of Personal Connection (PC) where PC automatically dials numbers from a calling list. When the call progresses, PC connects it directly to your agents prior to the contact's first words, enabling the agent to reply immediately for a seamless dialing experience without any awkward pauses. You can also configure an agentless PC skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that plays a prerecorded message for the contact instead of connecting the call to an agent.

PC dials a call, immediately routes it to an agent, and begins call progress analysis (CPA). It then connects the agent so the agent can hear the ringing of the most progressed call. Once the contact answers, the agent can immediately begin speaking. During the initial greeting, PC is still performing CPA and answering machine detection (AMD). Once it confirms a conversation is occurring, it releases the call to the agent and the call becomes active. If it doesn't detect a conversation, it attempts to detect whether the answer was an answering machine or fax machine. If it's an answering machine, PC can deliver a recorded message or allow the agent to leave a message, depending on your skill configuration.

A graphic showing how a PC call is made and at which points the system manages the call and at which points the agent does

If you make a lot of outbound calls, your calls may begin to be marked as spam. These tips can help you avoid this: 

  • Add Caller ID Name (CNAM) services or Universal Call Branding to your environment.
  • Don't call the same lead too frequently.
  • Keep your dialer drop rate under 3%.
  • Make sure contacts can reach you if they try to call back.
  • Verify you aren't making marketing calls to numbers on the National Do Not Call Registry.
  • Place your calls over several geographic regions. This spreads the calls out over multiple receiving carriers and call blocking systems.
  • Rotate the caller ID you use for outbound ACD skills periodically.
  • Obtain a local phone number for each region, state, or area code you're calling.
  • Register your phone number with the major caller ID reputation registries.

Speed to Lead

Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

You can increase the speed of hot leads through the CXone system using a feature called speed to lead. You can configure this option in Personal Connection phone skills. When configured, contacts routed with that skill move through CXone faster, decreasing the amount of time it takes from when the contact invites a solicitation to the moment they connect with your organization.

For example, a contact requests a quote for insurance. The request is brokered to five different companies. Studies show that the first company to engage with the contact after this kind of request has an 85% or better chance of closing the opportunity. The increased speed of hot leads through CXone allows you to be more competitive and increase your chances of gaining more business.

To use speed to lead, contact your CXone Account Representative.

Key Facts About Proactive Voice

  • Proactive Voice supports the following primary dialing modes: 

    Dialing Mode

    Details
    Predictive Attempt multiple contacts at once per agent.

    Progressive

    Attempt one contact per agent.
    Preview Attempt one or more contacts per agent after the agent views details about the contact and accepts the pending call. You can add preview dialing to predictive and progressive dialing ACD skills.
    Agentless Attempt contacts with no agent involvement to play a prerecorded message when a contact answers the call.

  • Setting up Proactive Voice in your environment requires that you generate a calling list. You can then apply filters to those calling lists to target records based on configurable criteria. You can build and maintain calling lists manually by uploading documents or automatically using Proactive XS scripts to import contacts from your CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.. You can connect to almost any data source using the DB Connector or RESTful interface support of Studio.

  • You must set up and maintain an up-to-date do not call (DNC) list so PC will cease to dial contacts who have requested that you add them to your DNC list.

    You're required by law to comply with federal, state, and industry do not call (DNC) lists. You can't manually upload the entire national or state DNC lists to your environment due to the size of the files involved. Instead, you must scrub against these lists prior to uploading your calling lists or check at dial time through call suppressionClosed Temporarily skips a contact when using the outbound dialer. using a third party service such as Gryphon. Gryphon offers several advantages, including continual updates against the latest national DNC list; consideration of state and federal limitations on calling including appropriate hours of operation; and indemnification against infringement losses.

  • Call attempt time is based on the contact's time zone, which CXone attempts to determine based on information in the calling list. If no location-related data is present, contacts are either skipped or take on a default time zone of your choosing.
  • You can schedule callbacksClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. in multiple ways: bulk uploading them through CXone, importing them from your CRM using a proactive XS script, or configuring callback-related dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and assigning them to the Proactive Voice skill. You can upload up to 50 callbacks in a 15-minute period if no agents are logged in. For each agent who's logged in, you can upload 100 more requests per 15-minute period. If you max out your callback upload limit, your agents can still schedule callbacks using dispositions.
  • If your environment is configured for single contact handling, you can enable blending between inbound and outbound calls so agents can switch from outbound to inbound call when your call queue spikes. Blending isn't available for dynamic delivery environments.

  • DNC, call suppression, and calling list filtering are similar tools that should be used for different situations:

    • Use DNC to permanently stop outbound skills from attempting to contact someone who has made a DNC request.
    • Use call suppression to suppress calls to calling list entries based on unique criteria, but not specifically a phone number. You can set a unique disposition for a call suppression record to indicate the purpose of the temporary call suppression. Call suppression records include a start and end date for suppressing calls and is intended to restrict dialing for the duration of a campaign, or even longer. For example, if Big Bad Wolf, Inc. lost licensing for the state of New York, it could suppress calls to New York until it re-establishes its licensing. Big Bad Wolf, Inc. could disposition outbound calls missed due to the call suppression record with a new "NYLicenseLapse" disposition.
    • Use calling list filtering to restrict contacting calling list entries within the scope of a campaign. For example, if Big Bad Wolf, Inc. wanted to hit a monthly quota early in a campaign, it could temporarily filter out low-probability prospects to focus on high-probability prospects. Big Bad Wolf, Inc. still intends to contact the low-probability prospects later. Calling list filtering is also useful for restricting dialing for severe weather impacts, such as tornadoes or hurricanes.