Creating Predictive, Parallel, or Agentless Call Campaigns

Predictive, Parallel and, Agentless call campaigns are specific type of call campaign. For more information about how campaigns function within AutoReach, see here.

Before being able to dial using Predictive, Parallel, and Agentless campaigns you will have to purchase numbers from which your agents will be calling from. Special numbers are required when creating these types of campaigns due to the volume of calls generated.

Purchase Phone Numbers

1. Navigate to the Configure section within AutoReach's site navigation menu.
2. Select Phone Numbers
3. Select the Purchase button 
4. Enter your preferred area code and select 'Purchase'.
5. AutoReach assigns a number to your account, which is used as the caller ID for outbound calls.

Once numbers have been purchased, you will be ready to create Predictive, Parallel, and Agentless Call Campaigns. 

To learn more about the differences between these call modes see here.

Setting Up a Predictive or Parallel Dialing Campaign

1. Create a New Campaign:
   • Access the Campaign section in AutoReach under the Manage section.
   • Create a new Campaign
   • Name your campaign distinctively for easy identification.
   • Set the start and end dates, aligning with your campaigns marketing or sales cycle.
2. Select the Dialing Mode:
   • In the dialing mode options, select Predictive or Parallel
     • Predictive Dialing allows multiple agents to be dialing per campaign. It uses an algorithm to control the pacing of calls based on historical and real-time data, adjusting the call rate for optimal efficiency.
     • Parallel Dialing enables a single agent to make up to five simultaneous calls, with the option for admin to set a cap on the maximum number of simultaneous calls.
   • Set the max amount of simultaneous calls per agent AutoReach can attempt to dial at any given time
     • This can fluctatue subject to agent availability. The Predictive dialing mode utilizes an algorithm to adjust call rates, optimizing agent efficiency. This ratio can be dynamic, based on peak times or expected call volumes.
3. Add Members & Cadence to the Campaign:
   • For more information about adding members to the campaign to call and the frequency in which you call them see below:
     • Adding Members to a Campaign
     • Creating a Call Cadence for a Campaign 
   • Once ready to dial, change the Campaign status to Active in the Campaign Settings.
4. Start the Dialing Process:
   • The campaign can be opened from the All Campaigns Dashboard located under the Launch section of the AutoReach site navigation.
   • With the Campaign open, the agent will select the green Connect button when ready to dial
   • The agent will dial into the  call lobby utilizing the conference number presented to them
   • Once connected AutoReach will handle the Predictive & Parallel dialing in the background as the agent waits in the lobby to be connected to call once a pickup occurs. The system auto-adjusts the call rate, considering real-time data and historical trends.
     • For a more in-depth overview of the Parallel Dialing Agent Experience see here
     • For a more in-depth overview of the Predictive Dialing Agent Experience see here

Note: Remember to record and upload an abandonment message prior to dialing Parallel & Predictive lists in AutoReach. To learn more see here.

Setting Up an Agentless Dialing Campaign (Coming Soon)

• Prepare for Launch:
  • Keep abreast of the upcoming launch of the Agentless Dialing feature in AutoReach.
• Record Messages:
  • Create or choose pre-recorded messages for various scenarios
• Set Up Call Forwarding Options:
  • Incorporate call forwarding options in the message, allowing recipients to connect with a live representative if needed.

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