The enhancements in proactive engagement are as follows:

File upload and API options

Administrators can configure proactive engagements as follows:

File upload: Upload files containing customer data to onboard contacts into proactive engagements. The system supports grouping up to five related contacts per account and up to three phone numbers per contact. Administrators can select columns for custom prioritization (such as date or number) to tailor call ordering. Data validation ensures phone numbers are in E.164 format and all required fields are present.
API integration: The API allows direct submission of proactive engagement requests, supporting attributes like first name, last name, phone numbers, state, city, zip code, time zone, and priority. The API supports contact chaining (up to five contacts per account), enforces validation rules, and provides flexibility for automated workflows and integration with external systems.

Agent led versus AI led

Dial mode selection

Reattempts configuration

Granular control over retry logic for proactive engagements. Administrators can set up the following options:

Outcome-based retries: Configure call outcomes, such as no answer, busy, failed, or answering machine detected, that qualify for a retry.
Maximum attempts and wait times: Set the maximum number of retries and wait time between attempts to ensure outreach remains respectful and compliant.
Number selection and stacking: For contacts with multiple phone numbers, select and rank up to three numbers per contact. The system attempts each number in the specified order, treating all selected numbers as a single attempt before starting the next retry cycle.
Contact chaining: When multiple contacts are grouped, the system cycles through available numbers for each contact, maximizing the chance of a successful connection.

Reattempts

Communication preferences

Robust controls to honor customer communication preferences:

Contactable hours and days: Specify allowable contact hours and days of the week for each phone type (mobile, business, home). Options include using a single time zone for all contacts or the time zone specified on each contact.
Holiday restrictions: Restrict calls based on holiday calendars at the contact center or queue level, ensuring no outreach occurs on designated holidays.
Consent management: Track and update consent status in real time. If a customer requests to be added to the Do Not Contact list, the system ensures no further calls are made within one day of the request. Disposition codes allow agents to mark contacts as non-contactable during calls, updating consent status across all associated numbers.

Communication preferences

Display number configuration