Avaya Experience Platform™ Public Cloud Proactive Outreach overview

Last Updated : Dec 27, 2023 |
Prolog information
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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 voice calls to customers.
Agents participate in campaigns by initiating outbound interactions. Outbound interactions are calls that agents make to customers in Avaya Workspaces usingProactive Outreach. To enable outbound interactions for an agent, an account administrator must assign the 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 agents to view and update customer information before making an outbound call. Agents can also schedule a callback at the specified time, leave notes about a call, and extend the wrap-up state for post-call activities.
For more information about deploying, configuring, and using Preview Dialing for Avaya Experience Platform™ Public Cloud, see Deploying Preview Dialing for Avaya Experience Platform™ Public Cloud and Using Preview Dialing in Avaya Workspaces.