Overview of Outbound Call Tasks
The AICC is a comprehensive outbound call management platform for enterprises. It supports five types of outbound call tasks.
Task Type |
Agent Participation (Yes/No) |
Application Scenario |
Required Resource |
Advantage |
---|---|---|---|---|
Button robot outbound call (key chatbot outbound call task) |
No |
Return visit, survey, standardized information collection, or other scenarios with standard script processes |
IVR channel |
|
Predicted Outbound Call (predicted outbound call task) |
Yes |
Customer care, product marketing, and business opportunity seeking |
Skill queue |
|
Intelligent robot outbound call (intelligent chatbot outbound call task) |
No |
Return visit, survey, standardized information collection, or other scenarios with standard script processes |
Enabled intelligent IVR TTS and ASR channels |
|
Agent Outbound Call (manual outbound call task) |
Yes |
Customer care, product marketing, and business opportunity seeking |
Skill queue |
|
Preview Outbound Call (previewed outbound call task) |
Yes |
Customer background information is obtained in advance, for example, the collection service. |
Skill queue |
|
Preempted outbound call (preempted outbound call task) |
Yes |
Agents are preoccupied. After a subscriber is connected, the call is directly connected to an agent, reducing the subscriber's waiting time. |
Skill queue |
|
You can select a desired outbound call task based on the application scenarios and advantages.
The following figure shows the task states and corresponding operations in the AICC.
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