CTICloud Predictive Outbound Campaign Guide

Table of Contents

• Overview
• Key Benefits
• How It Works
• Advanced Features
• Getting Started
• Campaign Configuration
• Performance Metrics
• Best Practices
• Limitations and Guidelines

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Overview

What is Predictive Outbound Calling?

CTICloud's Predictive Outbound is an intelligent automated calling system designed to maximize your contact center's efficiency. Instead of agents manually dialing numbers one by one, our system automatically dials multiple numbers simultaneously, filters out invalid or unanswered calls, and connects only successful calls to available agents.

This means your agents spend their time talking to real customers, not listening to busy signals, voicemail, or waiting for connections.

Why Choose CTICloud Predictive Outbound?

🎯 Boost Productivity by 3-5x

• Transform manual dialing efficiency with intelligent automation
• Increase agent talk time to over 50 minutes per hour
• Achieve up to 95% agent utilization rates

🤖 Smart & Adaptive

• AI-powered algorithms learn and optimize automatically
• Real-time adjustment based on agent availability and call patterns
• Advanced call progress analysis for accurate call screening

📊 Enterprise-Grade Performance

• Handle up to 120,000 calls per hour with precision testing
• Support for up to 200 concurrent channels per tenant
• Configurable harassment rate control (1-10%)

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Key Benefits

1. Dramatically Increased Efficiency

Our predictive algorithms ensure agents are connected to live customers immediately after answering, eliminating wait time and maximizing productive conversations.

2. Intelligent Call Filtering

The system automatically detects and filters out:

• Busy signals
• Voicemail systems
• Disconnected numbers
• Fax machines
• No-answer situations

3. Flexible Number Display

• Customize caller ID display for different regions
• Support for local area code matching
• Random or sequential number display options

4. Advanced Scheduling

• Set specific calling time windows
• Configure daily, weekly, or custom schedules
• Automatic start/stop functionality
• Timezone-aware calling restrictions

5. Comprehensive Analytics

Real-time monitoring and detailed reporting help you optimize campaign performance and make data-driven decisions.

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How It Works

The Predictive Process

1. System Analysis
   ↓
2. Predictive Dialing (Multiple simultaneous calls)
   ↓
3. Call Progress Detection
   ↓
4. Live Call Identification
   ↓
5. Agent Connection
   ↓
6. Conversation & Call Completion

Smart Algorithm Features

📈 Predictive Intelligence

• Analyzes historical data patterns
• Considers current agent availability
• Adjusts dialing intensity automatically
• Learns from campaign results

⚡ Real-time Optimization

• Monitors queue length and agent status
• Adjusts for average call handling time
• Considers after-call work requirements
• Maintains optimal harassment rates

🎛️ Dynamic Control

• 10-second dialing cycles for optimal timing
• Maximum 20 calls per second per campaign
• Intelligent retry strategies with configurable intervals
• Automatic overflow to IVR when no agents available

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Advanced Features

1. Call Progress Analysis (CPA)

Pre-Answer Detection (5-second response)

• Network status monitoring with 90% accuracy
• Detects: Power off, out of service, invalid numbers
• Identifies: Call rejection, busy signals, temporary unavailability

Post-Answer Detection (AMD)

• Answering machine detection with 80% accuracy
• Fax machine identification
• Human vs. automated response differentiation

2. Flexible Campaign Modes

🔄 Continuous Mode Calls are made continuously during scheduled hours for maximum throughput.

⏰ Interval Mode Calls are made only during specific time windows, perfect for compliance-sensitive industries.

📞 Mixed Operations Run inbound and outbound operations simultaneously without interference.

3. Smart Agent Management

Load Balancing

• Random or sequential agent selection
• Daily call limits per agent
• Minimum available agent requirements
• Automatic campaign pause when insufficient agents

Performance Optimization

• Configurable wrap-up time (1-10800 seconds)
• Maximum idle time monitoring (10-600 seconds)
• Agent answer delay tracking
• Utilization rate optimization

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Getting Started

Creating Your First Campaign

Method 1: Management Portal

1. Navigate to Call Center Management → Outbound Task Management → Predictive Outbound Task Management
2. Click "New Campaign"
3. Configure basic settings and agent groups
4. Import your contact list
5. Launch your campaign

Method 2: API Integration

Use our REST APIs to programmatically create and manage campaigns for seamless integration with your existing systems.

Essential Configuration Steps

1. 📋 Campaign Setup

   • Name and description
   • Target agent groups or specific agents
   • Display number configuration

2. 📞 Calling Parameters

   • Customer timeout (5-60 seconds)
   • Agent timeout settings
   • Retry strategies (up to 6 rules)
   • Harassment rate tolerance (3-20%)

3. ⏱️ Scheduling

   • Calling time windows
   • Prohibited calling periods
   • Auto-start/stop times
   • Force completion settings

4. 🎵 Audio Settings

   • Customer wait music selection
   • IVR routing for overflow
   • Hold music configuration

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Campaign Configuration

Basic Information

Advanced Settings

Dialing Frequency Control

• Range: 0-400% (Default: 100%)
• Adjustment: 5% increments via slider
• Effect: Higher values = more aggressive dialing

Harassment Rate Management

• Recommended: 3% for optimal performance
• Range: 1-10% tolerance
• Regional Compliance: UK/US: 3%, Canada: 5%
• Balance: Lower rates = higher service quality

Agent Utilization Targets

• Maximum Achievable: 95% utilization
• Recommended: 75% for sustainable performance
• Trade-off: Higher utilization vs. lower harassment rates

Retry Strategy Configuration

Configure up to 6 retry rules with:

• Interval Options: 1-30 days OR 1-24 hours
• Timing: From completion of previous attempt
• Flexibility: Different strategies for different call results

Time-based Controls

Scheduled Campaigns

• Auto-start date and time
• Auto-stop date and time
• Daily calling windows
• Prohibited calling periods

Agent Management

• Wrap-up time: 30 seconds (default), range 1-10800
• Maximum idle time: 40 seconds (default), range 10-600
• Minimum available agents: Configurable threshold

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Performance Metrics

Key Performance Indicators

📊 Real-time Metrics

• Active calls and agent status
• Current dialing rate and connection rate
• Queue length and wait times
• Harassment rate monitoring

📈 Campaign Analytics

• Total contacts attempted vs. connected
• Agent utilization and productivity
• Call completion rates by time/day
• Cost per successful contact

Success Story Example

Insurance Industry Case Study

• Traditional Manual Dialing: 53 agents × 2 hours = 332 policies sold (3.1 per agent per hour)
• CTICloud Predictive: 7 agents × 5 hours = 205 policies sold (4.5 per agent per hour)
• Result: 45% increase in per-agent productivity

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Best Practices

1. Campaign Setup

• Start with conservative harassment rates (3-5%)
• Test with small contact lists initially
• Monitor agent feedback and adjust accordingly
• Use local display numbers for better answer rates

2. Agent Management

• Train agents on predictive calling differences
• Set realistic daily call targets
• Monitor agent stress and job satisfaction
• Provide adequate break scheduling

3. Compliance & Quality

• Respect calling time restrictions
• Maintain detailed call records
• Regular compliance training
• Monitor and adjust harassment rates

4. Optimization Strategies

• Review campaign performance weekly
• A/B test different calling strategies
• Adjust based on seasonal patterns
• Integrate with CRM for better targeting

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Limitations and Guidelines

System Limitations

• Maximum Campaigns: 100 per organization
• Concurrent Active Campaigns: 10 per organization
• Agent Exclusivity: One agent per active campaign
• Contact List Size: 1 million numbers per campaign
• Batch Size: 100,000 numbers per batch
• Maximum Batches: 10 per campaign

Automatic Pause Conditions

The system automatically pauses campaigns when:

• Available agent count drops below minimum threshold
• Agent answer delay exceeds configured limit (typically less than 15 seconds)
• Connection rate falls below minimum threshold
• System detects potential compliance issues

Compliance Requirements

• Respect local calling regulations
• Maintain harassment rate within legal limits
• Honor do-not-call lists and opt-out requests
• Provide clear identification during calls
• Maintain detailed call logs for auditing

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Getting Support

For technical assistance or campaign optimization guidance:

• Documentation: Access our complete API documentation
• Support Portal: Submit tickets for technical issues
• Best Practices: Consult with our campaign optimization specialists
• Training: Request agent training sessions for your team

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This guide provides an overview of CTICloud's Predictive Outbound capabilities. For detailed API documentation and integration guides, please refer to our technical documentation portal.