Campaign Management

LiveVox's Campaign Management is an easy-to-use, drag-and-drop, filter-based functionality that lets you create, manage, and optimize highly-targeted voice and digital campaigns without the need for coding or IT support.

A campaign is a series of planned actions or events, typically used to achieve a specific marketing or advertising goal. LiveVox campaigns consist of a list of contact records to which you assign dialing strategies and initiate contact with your customers based on their preferences. Campaigns let you target a specific audience for a specific duration, and let you define how you will contact them.

LiveVox's Campaign Management functionality works in tandem with LiveVox's Contacts Management to let you easily configure custom and regulatory-compliant campaigns based on your contacts' attributes, interaction history, and channel preferences (voice, email, or SMS). 

Features

Use Campaign Management to:

• Upload contact records to an existing campaign that is playing or paused.
• Make multiple passes on a campaign after it has finished or was stopped, and requeue specific results from a prior campaign (for example, no live connections). 
• Use campaign templates for legacy file uploads.
• Segment contacts by channel (voice, email, or SMS) consent. 
• Filter contacts using LiveVox's Human Call Initiator (HCI) TCPA-focused dialing solution.
• Configure regulatory controls and FDCPA rules for each campaign (for example callable time slots, or DNC states across campaigns).
• Monitor and report on the campaign's performance in real time, with data on the number of calls made, the number of appointments set, and the conversion rate.

Benefits

With Campaign Management, you can:

• Identify your target audience and implement trigger-based campaigns for better metrics and continuous development.
• Enable over 300 segmentations per campaign and implement comprehensive campaign configurations without impacting performance.
• Pace campaigns by using a multiple-lines per agent ratio to dial high volumes more efficiently.
• Build and adjust Do Not Call (DNC) lists for each of your campaigns and associated accounts based on previous interactions.

Example

Let's suppose your campaign has 1,000 accounts, where 700 accounts have balances above $500 with FICO scores above 600, and the remaining 300 accounts have balances below $500 and FICO scores below 600. You can use Campaigns Management and the Segmentation functionality to split the parent campaign into sub-campaigns (segments) with different target outcomes.

• Segment 1 could put the first 700 accounts into a Quick Connect (QC) campaign to expedite connecting these customers with an agent, who can resolve the balance or set up a payment plan.
• Segment 2 could put the remaining 300 accounts into a Message Only (MO) campaign because these customers are less likely to respond favorably.

Who uses campaigns?

• LiveVox administrators set up campaigns, including the contact strategies and compliance considerations they want to meet.
• LiveVox managers typically create and test campaigns using components that administrators have previously configured, and supervise agents.
• LiveVox supervisors build and run campaigns.
• LiveVox auditors can oversee campaigns and agents through view-only access.
• LiveVox agents can view previous outreach efforts to customers and quickly understand what interactions were received by the customer.

Accessing Campaign Management

Log in to LiveVox portal. Navigate to Configure > Campaigns and click Campaigns.

The following topics are covered in this section:

• Configuring Campaign Management
• Navigating Campaigns
• Campaign Initiation
• Campaign Control
• Adding and Appending Records to Active Campaigns
• Campaign Controls within Site and Service Management
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