Proactive Outreach is a solution that enables contact center agents to initiate outbound voice interactions with customers through campaigns. Each campaign is a container for automated voices to customers.
As an agent, you participate in campaigns by initiating outbound interactions. Outbound interactions are calls that you make to customers in Avaya Workspaces using Proactive Outreach. To initiate an outbound interaction, you must wait until an account administrator assigns your agent profile to a campaign.
Important:
Avaya Workspaces only supports preview campaigns. In preview campaigns, agents can view the customer-related information before initiating an outbound interaction.
Preview Dialing is a feature that allows you to view and update customer information before making an outbound call. You can also schedule a callback at the specified time, leave notes about a call, and extend the wrap-up state for post-call activities.
An account administrator configures Preview Dialing and creates a layout with the Proactive Outreach widgets in Application Center. After the administrator associates the created layout with your agent account, you can use the Proactive Outreach widgets in Avaya Workspaces to initiate outbound interactions and use Preview Dialing.
