Imagine a company running a promo campaign for thousands of customers by calling each person on a contact list one by one. Many calls go unanswered or land straight in voicemail, so agents sit waiting through ringtones while customers who don’t pick up risk being lost altogether. This is where Voice Campaign Manager (VCM) helps: an auto dialer platform that manages outbound calls automatically, complete with AMD and WhatsApp Fallback features.
Features and Their Uses
1. AMD (Answering Machine Detection)
AMD is an automatic voicemail detection feature. The system can recognize whether a call is answered by a human or by an answering machine.
- How it works: In Predictive mode, the system dials the customer first. AMD filters out calls that go to voicemail, and only calls answered by a human are passed on to the agent queue.
- Benefit: Agents no longer waste time listening to busy tones, so they can focus on real conversations.
- Easy to configure: AMD can be enabled when creating a new campaign, and can be changed at any time through the Settings menu.
- Visible on the dashboard: The Call Disposition menu separates calls connected to humans (human answer) from those that went to voicemail, so call quality can be monitored directly.
2. WhatsApp Fallback
WhatsApp Fallback redirects contacts who could not be reached by phone to WhatsApp as an alternative communication channel.
- How it works: Contacts that have reached the maximum number of call attempts in a campaign appear as failed contacts. The process begins by selecting a message template and a destination number, followed by sending through WhatsApp Fallback.
- Benefit: Customers who don’t answer the phone can still be reached through an app they’re familiar with, reducing the chance of losing prospects.
- Follow-up: If a customer grants call permission via WhatsApp, the contact is marked as “Approved.” Admins can create a new campaign containing those contacts and monitor it from the Dashboard or Campaigns menu.
- Centralized templates: The consent message is created in the WhatsApp Calling API menu, then sent when WhatsApp Fallback is used.
3. Supporting Campaign Features
Both features work alongside other VCM features:
- Schedule outbound calling: Call schedules are set so campaigns run in a more structured way.
- Call history tracking: Call history can be viewed to make monitoring and evaluation easier.
- CRM integration: Phone activity is connected to the CRM system the company uses.
- Agent performance monitoring: Agent activity and performance are monitored from a single dashboard.
VCM Advantages
- More effective use of agent time
- Prospects are not easily lost
- More focused campaigns
- Everything monitored in one place
- Can integrate with existing systems
Conclusion
The success of an outbound campaign is measured not only by the number of calls made, but also by the number of conversations successfully built. With AMD, VCM helps agents focus on customers who actually answer. With WhatsApp Fallback, failed calls don’t end there, because customers can still be reached through another channel.
If your company wants outbound campaigns that are more focused, time-saving, and easy to monitor, VCM can be the solution. Contact SolusiPBX at +62 2150 111 266 for more information.
