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Campaigns Overview

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Campaigns are focused efforts to create opportunities that eventually result in sales. Siebel Call Center helps you implement planned campaigns by providing the following functionality:

Stores information about the contacts and prospects targeted by the campaign
During campaign calls, shows information about special offers or other sales inducements to call center agents or telesales representatives, so they can provide the information to potential customers consistently and professionally
Stores information about the outcomes of campaign calls
Transfers campaign-generated information about sales opportunities to sales representatives

Campaigns can be conducted by making outbound calls or by receiving inbound calls. Inbound calls can come in response to advertisements, direct mailings, or other communication methods. For information about planning campaigns, see Siebel Marketing Guide.

Campaigns work in conjunction with customer telephony integration to automatically call the customer on the list when executing an outbound campaign or to pop-up the appropriate campaign and customer information when taking inbound calls for a campaign.

During a campaign call, an agent typically performs the following tasks:

Verifies existing information about the current contact or prospect
Gathers additional information about the current contact or prospect
Communicates current offers to the contact or prospect
Records whether or not the contact or prospect represents a sales opportunity

The following sections of this chapter provide detailed information about how to accomplish these tasks. For more information about contacts, see Contacts. For more information about prospects, see Prospects.

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