Sprinklr Outbound offers a comprehensive solution for managing outbound campaigns and optimizing customer engagement. With its advanced features and functionalities, businesses can streamline their outbound communication strategies and drive better results. 

Setting up an outbound contact center involves the following key steps: 

Telephony Connectivity 

Depending upon the geography and use case, brands can leverage Sprinklr CPaaS partners to manage voice/telephone connectivity. Using Sprinklr’s Voice Care module, Sprinklr consultants can help clients with addition of voice accounts and applications with procured Phone numbers & partner API’s to provide a single unified experience for the contact center functionalities.  

Sprinklr supports following connectivity options: 

1. Buying New Number: Brands can choose and purchase their preferred Toll Free/ Local and national numbers from the available Sprinklr CPaaS partners in more than 120 countries globally.   

2. Porting a Number: Porting a phone number is a multi-step process that can take up to 2-8 weeks. It depends on the type of number(s) and the country you are willing to port in. This process includes a lot of coordination between your current carrier and our CPaaS provider. 

3. Bring Your Own Carrier:  BYOC allows you to use your existing PSTN Voice Carrier partner(s), keep your phone numbers with that Carrier, and add Sprinklr Voice Care capabilities to those calls/numbers. Your PSTN carrier sends calls to our CPaaS provider directly via SIP Trunks. 

4. PBX Integration: This option allows you to connect your existing PBX infrastructure and PSTN Voice Carrier partner(s). You connect your Infrastructure (IP-PBX, SBC, etc) to our CPaaS provider via SIP Trunk. 

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Click here to know more about setting up voice accounts. 

Setting up Leads Ingestion 

With Sprinklr's intuitive interface and powerful features, setting up leads ingestion is a straightforward process, enabling you to efficiently capture and manage leads for enhanced marketing and sales efforts. Setting up Leads Ingestion process involves: 

1. Define Data Requirements: Determine the specific data fields you want to capture from leads. 

2. Choose a Data Source: Select the source from which you will receive leads, such as a file, SFTP, API, Mailchimp etc. 

3. Map Data Fields: Map the fields from the data source to the corresponding fields in Sprinklr for seamless integration.  

4. Ensure Data Quality: Apply validation rules and cleansing mechanisms to maintain accurate and reliable lead data. 

Click here to know more about data ingestion process in Sprinklr. 

Setting up Agent Queues 

Setting up agent queues in Sprinklr's Outbound Contact Center is a seamless process that empowers businesses to efficiently route calls to the most suitable agents based on their skills and expertise. With Sprinklr's Unified Routing feature, you can easily configure and manage your agent queues to ensure optimal resource utilization and enhanced customer satisfaction. 

1. Define Queue Structure: Determine the structure of your agent queues based on your business requirements, such as team or skill-based queues. 

2. Create Queues: Set up queues in the Unified Routing feature of Sprinklr, where incoming cases or calls will be assigned for agent handling.  

3. Assign Agents: Add agents to the appropriate queues based on their skills, expertise, or team assignments. 

4. Define Skills: Utilize the skill management functionality in Unified Routing to create and manage specific skills or skill categories required for agent assignment. 

5. Monitor and Optimize: Continuously monitor queue performance, agent availability, and customer experience to make necessary adjustments and optimize queue settings for improved efficiency. 

Click here to know more about setting up unified routing. 

Setting up After Call Work 

Sprinklr After Call Work can be used to track agent-customer interaction outcomes in a structured way. Admins can configure disposition plans and after call work based on business requirements. As a post call workflow, ACW can be used to integrate brand CRM and APIs, send email/SMS, schedule callbacks and many more. Teams need to follow using: 

1. User Communication Node: These are the nodes used to take inputs from the agent or send instructions to the customer. 

2. System Action Node: Configure ACW to interact with brand CRM and manage Sprinklr entities to perform case management activities. 

3. Disposition Plans: Disposition plans are forms that the user can add to the add screen node in the ACW builder. These forms contain dispositions, sub-dispositions, and fields, through which the user can enrich the information that the agent inputs into the ACW. 

Click here to know more about setting up ACW. 

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Setting up Dialer Profiles 

Setting up dialer profiles is a crucial step in configuring outbound voice campaigns in Sprinklr. Dialer profiles allow you to define specific settings and parameters for your outbound calling operations. Here's how to set up dialer profiles effectively: 

1. Define Dialing Algorithm: Specify the dialing algorithm (Preview, Predictive, Outbound IVR etc.) which you want to use in your campaign. 

2. Define Dialing Rules: Specify the dialing rules for your dialer profile, including the maximum number of simultaneous calls, call pacing, dialing intervals, and preview time. 

3. Configure Caller IDs: Set up the caller ID that will be displayed to the recipients of the outbound calls. This can be a specific phone number, depending on your campaign requirements. 

Click here to learn more about setting up dialer profiles and maximizing the impact of your outbound voice campaigns in Sprinklr. 

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Setting up Care Console 

By offering an easy and customizable view of the customer details, it not only improves the customer experience but also the agent experience, enabling smarter ways to resolve customer queries. Sprinklr care console can be integrated with the brand CRM and APIs to show customer 360 information into a single screen. Care console empowers agents to run guided workflows and perform case management activities seamlessly. Admins can configure custom widgets based on the information they want their agents to see during handling customer calls. 

Click here to know more about setting up customer 360. 

Setting up a campaign 

Creating voice campaigns in Sprinklr enables you to connect with your audience on a more personal level and drive meaningful engagements. With intuitive campaign creation features and powerful voice communication capabilities, Sprinklr empowers you to create impactful voice campaigns that drive results. 

1. Define Campaign Details: Provide essential information such as the campaign name, start and end dates, target audience, and campaign objectives. Clearly articulate your campaign goals and target demographics to ensure effective campaign execution. 

2. Configure Automation and Triggers: Utilize Sprinklr's automation capabilities to automate certain aspects of your voice campaign. Set up triggers based on specific events or customer interactions to deliver personalized voice messages at the right time and context. 

3. Define Do-Not-Call Lists: Configure do-not-call lists to exclude specific phone numbers or contacts from receiving outbound calls, ensuring compliance with regulatory requirements and customer preferences. 

4. Set Calling Window: Determine the calling window during which the campaign will be active, ensuring compliance with legal regulations and acceptable calling hours. 

5. Define Dialing Rules: Specify the dialing rules for your campaign, including the maximum number of simultaneous calls, and retry attempts for unanswered calls. 

Click here to know more about setting up a voice campaign.