Automations

With this guide, you will learn the essential concepts about the automations available in uContact.

What is an Outbound Hub?

An Outbound Hub is an automation that allows the creation of outbound interactions for different channels (Telephony, SMS, WhatsApp, and Email) massively and automatically, without the need for agents to do it manually.

What types of Outbound Hubs exist?

Preview

Preview Hubs first call an available agent from the campaign and once the agent answers, they trigger the call to the record in the list. Additionally, it optionally allows each contact in the list to have an associated agent, to provide more personalized attention to customers.

Predictive

Predictive Hubs first call the contact and then an available agent from the campaign. They use an algorithm that considers the parameters configured in the hub, along with various factors and statistical strategies, to increase call effectiveness and reduce the abandonment rate.

This algorithm is based on the percentage of abandoned calls set in the Hub to calculate how many calls to make. With this Hub, it is not possible to assign an agent to each record in the list, calls will be distributed among available agents.

Voicebroadcast

Broadcast Hubs are responsible for making calls massively to the records in the list automatically, without the need for an agent. Once the customer answers the call, it is possible to play a series of audios, transfer to an IVR, to a campaign, or to an agent.

What is a list?

A list is a set of contacts that will be contacted through a specific channel, such as phone call, SMS, WhatsApp, or email. It is possible to upload multiple lists to the same Hub.

What is the priority of a list?

Each list uploaded to the Outbound Hub can be assigned a priority percentage so that the Hub processes some lists faster than others. The sum of all list priorities must always equal 100%.

What is the priority of a contact?

Each contact within a list can also have an assigned priority. If some contacts have priority when uploading the list, they will be processed in order according to that priority.

What is list recycling?

Once an Outbound Hub has completely processed the contacts in a list (including attempts), it can be recycled automatically or manually. Recycling consists of filtering the already processed contacts, considering the last result that the system has generated for that communication, whether with a disposition assigned by an agent or by the system, in order to generate a new list with these filtered contacts according to said criteria and call them again. For example, recycling with all contacts that had a system result of NO ANSWER.

Recycling can ONLY be performed on lists that were processed by telephony outbound hubs of preview or predictive type.

What is AMD?

AMD is a specific configuration of Telephony Outbound Hubs. Basically, it is responsible for identifying those calls that are answered by an answering machine, to prevent them from being assigned to agents and handled by agents. It can be adjusted according to the region.

What is an IVR?

An IVR is an automation that allows customers to interact with a system through predefined options and audios via the Telephony channel. Customers can perform different actions, such as obtaining information, making inquiries, or being directed to an agent.

What is a Bot?

A bot is an automation that allows resolving customer queries without the need for an agent through text channels. In addition to answering questions, a bot can collect customer information to prepare the interaction before transferring it to an agent, ensuring that the agent has all the necessary data to continue the conversation efficiently. It can be used on multiple channels and at the start or end of the interaction, depending on the bot's objective.