An Enterprise Campaign Manager solution is used to provide advanced management capabilities for the data used to conduct Outbound dialing campaigns.
Basic Outbound dialing
Not all predictive dialer solutions require customer data (usually referred to as 'call records') in order for them to work. At the most basic sense, these call records are simply a list of phone numbers to dial, however in practice companies will also provide with those phone numbers information such as the customer name, address, account number, and other information about why an individual may be being called. This data has two basic uses:
<!-- Can someone please reformat this into an actual numbered list? The formatting escapes me ~~~~pollenberg-->1. The dialer uses the phone number(s) provided to make the actual calls
2. to populate the 'screen pop' that is displayed to the agent when the call is connected (so that the agent knows who they are talking to and what about)
In addition to this the data that is contained in these customer records can also be used by the dialer for;
Filtering: Most predictive dialers allow you to selectively filter which records to dial by using the data supplied in the customer record as select criteria (e.g. only dial customers over 50 that owe more than £100 - naturally, in order to do this type of filtering the appropriate data such as 'age', and 'money owed' must be part of the customer record supplied to the dialer).