Personal Connection (PC) is a proactive dialer that enables you to reach contacts via voice phone calls
When you use PC to place voice phone calls, you can configure any of these four primary dialing modes:
- Predictive — Attempts multiple contacts at once per agent
- Progressive — Attempts one contact per agent
- Preview — Attempts one or more contacts per agent after the agent views details about the contact and accepts the pending call
- Agentless — Attempts contacts with no agent involvement to play a prerecorded message when a contact answers the call
PC provides a seamless interaction between agent and contact, delivering the voice call to the agent on connection so the agent can respond immediately after a contact answers the call. If you prefer, you have the option to configure manual outbound calling (that is, the agent manually places each call).
Proactive agentless
You can incorporate a proactive agentless
If your business unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your NICE inContact environment is configured for Omnichannel Session Handling Overview, and you also have PC for outbound contacts, you can use both products. However, the PC blending feature and Omnichannel Session Handling are mutually exclusive. This means that agents must complete all active inbound contact sessions before logging into a PC skill, and no inbound contacts will be routed to them as long as they are logged into that skill.
Calling Lists
Calling lists provide the contacts for a PC campaign. You can build and upload calling lists and then apply filters to those calling lists to target records based on configurable criteria. Alternatively, you can use PC's proactive XS feature to integrate with an external program of choice, such as Salesforce, and use those existing records to form calling lists. You can connect to almost any data source using the DB Connector Overview or RESTful interface support of Studio. You can also upload calling lists manually by generating the list in a comma-delimited text document or a spreadsheet.
To learn more about calling lists, see Calling Lists Overview.
Time Zones and Custom Allowed Calling Times
PC proactive voice and proactive agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages..
PC attempts to identify the time zone for each record as it is uploaded. It first attempts to match the time zone against the zip code (if available), then the city and state (if available), and finally the area code or prefix of the primary phone number. If PC cannot match a time zone to the record, it either rejects the record or invokes a default time zone, depending on your settings. You can also choose to include a time zone for each record in the list. PC internal mapping is only configured for North America, so including a time zone for each record is recommended for calling lists outside of North America.
You can map your data to any of the 104 currently established time zones. For any E164 (international) format number, you can specify the associated time zone in the calling list using either the full name or an Supported Time Zones. You can control the start and stop times for calling so you can meet calling hour compliance requirements.
You can specify which time zones your system can call at a business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx level. That list of allowable time zones then becomes available at a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge level. All allowable business unit time zones are enabled for each skill by default, but you can remove time zones from a skill to limit its reach.
Once you apply a time zone to a record to limit calling times to those allowed by law, you can further constrain allowable calling or texting times according to your needs. For example, you could limit calling times for home phone numbers to 9:00AM-10:00 AM and 5:00PM-8:00 PM and calling times for work phone numbers to 10:00 AM-5:00 PM in increase the likeliness of connecting with a contact.
You can create allowable calling time ranges at the skill level, at the record level, and even at the destination, or phone number, level.
Do Not Call Lists
Do not call lists prevent PC from attempting a voice or
To learn more about do not call lists, see Do Not Call Overview.
Call Suppression
Call suppression enables you to identify records that the dialer should not attempt by any method. It offers real-time call list adjustment based on agent actions, such as do not call requests and payments made. You can also build call suppression so that PC checks an external source to determine whether it should suppress calls to a number.
To learn more about call suppression, see Call Suppression Overview.
