Term

Description

Campaign

A central entity in Sprinklr where all the campaign settings are given.

Voice Campaign Management

Track all the voice campaigns in a single view.

Sprinklr's voice campaign management can help ensure high conversion rates through targeted outreach. Create a customized campaign with efficient dialer algorithms to ensure high productivity.

Sub-Campaign

The campaign consists of a sub-campaign on which actions can be applied independently.

Customer Segment

A group of customers who are to be called. A segment is associated with a campaign.

Dialer Profile

The brain of a voice campaign. Campaign creator defines agent queues, dialer algorithm, and pacing options here.

Agent Queue

Consists of the agents who will be assigned an outbound call from the voice campaign. We define the agent queue in Dialer Profile.

Caller DID Scheduler

Schedule calling to customers from different caller ids.

Retry Strategy

Define retry strategy based on telephony and business outcomes.

Dial Plan

Sequentially dial your customers on different phone number types based on priority.

Suppression List

Contains contact information for those who do not want to be contacted.

Callback Campaign

Create a campaign to schedule a callback using a callback dialer.

Planner View

Used for scheduling and viewing segments through calendar view (View Calendar option in Voice Campaign Management screen).

Post Call Workflow

It is used to contact the lead after the call on their preferred channel.

Use Post Call Workflow to run omni-channel campaigns.

Proactively reach out to the customers over different channels such as Email, SMS, WhatsApp, etc. through omni-channel campaigns and deflecting customers to their preferred channels.

Here, we can define a journey (using Journey Facilitator) to be executed once the call has been made. In certain cases, there might be a need for SMS/Emails/Product Link, etc. to be sent to the customer once the call has been made. The flow, which needs to be executed, is selected here. For example, reach out to customers on WhatsApp if they don’t pick up the call. If they pick up the call, after the call, send the product link.