In Softdial Contact Center™ (SCC), a campaign is essentially a collection of records (one or more lists of data), usually related to a specific business objective.
Softdial Campaign Manager™ acts as an intelligent gateway between these lists and Softdial CallGem™. Its primary responsibilities are:
- dataflow management - between the call center database and Softdial CallGem™. This includes both extracting numbers from the database and updating the database with call outcome information
- configuration of campaigns - setup and modification of all aspects of campaigns, from database connection to retry settings
- real-time management of campaigns - control for the starting, stopping and suspending of campaigns
- supply of management information - reports real time information on campaign progress, performance against target, agent utilisation and data depletion
Softdial Campaign Manager™ makes use of a client / server model:
About the client
From V10.6.847 - the legacy Softdial Campaign Manager™ Windows client is no longer available, via install or download. For guidance, see Windows Client details below.
The client provides the user interface for controlling campaign activity, in a browser window. The Softdial Campaign Manager™ server can support any number of web clients, deployed anywhere, either local or remote to the server.
Fig. 1 - Softdial Campaign Manager™ Web Client
See Client Features
Windows Client details
Prior to V10.6.847 - Softdial Contact Center™ offers a Windows client, offering the same functionality as the web client:
Fig. 2 - Softdial Campaign Manager™ Windows Client
About the server
The server is the single point of contact for all communication to and from the contact database.
Softdial CallGem™ can support any number of Softdial Campaign Manager™ server instances, with discreet partitioning for those providing hosting or ASP (Application Service Provider) services. This feature, known as multi-tenancy, means that an ASP can logically separate campaigns for each user, allowing privacy between users, and simpler tracking of usage.
For more information on multi-tenancy, see Multiple Tenant Issues.
A demonstration of Softdial Campaign Manager™ can be seen by running the Demonstration of Softdial Contact Center™