Outreach
Plan and run outbound campaigns to reach prospects and customers at scale.
The Outreach section contains the tools your team uses to run structured outbound calling campaigns. Instead of agents manually dialing through a list, campaigns automate pacing, list management, and result tracking so your team focuses on conversations.
Outreach Modules
| Module | Description |
|---|---|
| Campaigns | Create and manage outbound dialing campaigns with auto-dialer support |
How Outreach Fits Into VoiceCenter
Outreach works alongside the rest of the platform:
- Contact lists come from the CRM or from uploaded CSV files.
- Caller ID for outbound campaigns uses numbers from your Numbers inventory or verified Caller IDs.
- Call results feed into Call Analytics and Agent Performance reports.
- Wrap-up codes applied after each call categorize outcomes for reporting.
Outreach Workflow
- Build a contact list. Import a CSV or select contacts from the CRM.
- Create a campaign. Set the campaign name, assign agents, choose a dialing mode, and attach the list.
- Launch. The system begins presenting calls to agents based on the selected mode.
- Monitor. Track progress, answer rates, and agent utilization in real time.
- Review. After the campaign ends, analyze results and export data.
Outreach campaigns are currently in preview. The campaign engine and auto-dialer are functional, with advanced features such as predictive dialing on the roadmap.
Compliance Considerations
Outbound dialing is subject to local regulations (Do-Not-Call lists, calling-hour restrictions, consent requirements). VoiceCenter provides AMD detection and wrap-up codes to help you stay compliant, but it is your responsibility to follow the rules that apply in each jurisdiction you dial into.