Outbound Customer Interactions
What are Outbound Customer Interactions?
An 'Outbound' button on the Single Agent Desktop makes it easy to start a new outbound customer interaction directly from the current customer task. Outbound interactions are contacts the organization initiates, such as a call, email or message, rather than ones the customer starts.
Outbound contact is often a direct result of an earlier conversation: calling a customer back with an answer, confirming that a fix worked, sending documents or following up on a missed appointment. Starting the outbound interaction from the current customer task keeps it connected to the original request, so the agent does not have to look the customer up again or re-enter details, and the history shows the whole exchange.
Outbound work also includes proactive notifications and campaigns, which tend to be planned and run at scale rather than started by individual agents. Organizations typically track outbound contact by purpose and outcome, and by whether it prevented a later inbound contact from a customer chasing an update. The Single Agent Desktop is a legacy Upstream Works product; for the current platform, see Totalix.
Related: Single Agent Desktop, Proactive Chat, Task, Totalix.