Personal Connection (PC) is an outbound proactive dialer. It attempts to reach contacts on behalf of your agents via voice calls, one-way agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages.. SMS messages, and one-way agentless emails. These methods, or outbound channels, are also referred to as Proactive Voice, Proactive SMS, and Proactive Email.
Proactive Voice attempts to dial calls in the calling list based on the contact time zone. It can dial multiple calls per agent and then connect the agent to the most progressed (ringing) call so the agent can speak right away when a contact answers. You can enable predictive, progressive, preview, and agentless dialing modes with PC Proactive Voice.
Proactive SMS and Proactive Email PC skillsUsed to automate delivery of interactions based on agent skills, abilities, and knowledge deliver SMS messages and emails to contacts when you create and trigger the start of a campaign. Sending the message requires no agent involvement. Because of this, no agent is available to interact with contacts if they reply unless you create a separate inbound skill to handle the replies. For both contact methods, you create a message template that goes to all contacts in the contact list you choose, and PC sends the SMS or email message after you start the skill.
You can incorporate a Proactive SMS attempt into the cadence of a proactive voice skill where an agent is involved. This allows you to configure PC to attempt to call a record, send an SMS to the same record, and resume calling the record after the SMS attempt. The SMS remains one-way and the agent cannot see or control the SMS.
If your business unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment is configured for Omnichannel Session Handling, and you also have PC for outbound contacts, you can use both products. However, the PC blending feature and Omnichannel Session Handling are mutually exclusive. This means that agents must complete all active inbound contact sessions before logging in to a PC skill, and no inbound contacts will be routed to them as long as they are logged in to that skill.
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 suppressionTemporarily 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.