Consilium UniCampaign™ - AI Omnichannel Campaign Manager for Webex

## Who UniCampaign Is For

UniCampaign serves contact center operations teams running outbound campaigns at scale - including collections, appointment reminders, promotional outreach, and customer win-back programs. It is designed for organizations that need strict regulatory compliance (TCPA, state-specific laws, DNC regulations) while maximizing agent productivity and customer engagement.

## Key Capabilities

**Omnichannel Campaign Execution**

• Orchestrate campaigns across voice, SMS, email, and WhatsApp from one platform
• Coordinate channel sequencing so customers receive messages on their preferred medium
• Automate email personalization and scale interactive SMS conversations
• Deliver rich, interactive WhatsApp messages with media and quick-reply buttons

**Digital Chaining - Personalized Multi-Touch Journeys**

• Design automated workflows that move customers through multiple channels based on response behavior
• Example: A financial services firm sends an SMS payment reminder, follows up with an email if unopened, then queues a voice call with a preview for the assigned agent - all governed by attempt rules and time-zone windows
• Increase relevance at each touchpoint to drive higher conversion rates

**Advanced Contact Selection and Attempt Control**

• Apply reusable global filters to segment and prioritize contacts consistently across campaigns
• Set dialing frequency limits per contact to comply with regulations and reduce fatigue
• Transfer contacts between campaigns based on triggers (e.g., no response after three attempts moves to a different channel strategy)

**Built-In Compliance Engine**

• Time-zone sensitive dialing schedules calls within permitted local hours automatically
• DNC list integration ensures national and regional Do Not Call compliance
• State-specific rule sets address TCPA guidelines and varying state laws without manual configuration
• Attempt control enforces maximum contact attempts per regulation

**AI-Driven Optimization**

• Machine learning identifies optimal contact times based on historical response patterns
• AI fine-tunes campaign parameters - channel selection, send times, retry intervals - to improve effectiveness over time

**Virtual Relationship Management**

• Assign specific agents to handle preview calls for designated contacts, ensuring personalized and consistent interactions

**Comprehensive Analytics and Reporting**

• Access real-time dashboards showing campaign performance, agent productivity, and channel effectiveness
• Use historical analytics to refine future campaign strategies

## Requirements and Scope

• **Prerequisite:** Active Webex Contact Center subscription
• **Architecture:** Multi-tenant, cloud-based SaaS - no on-premises infrastructure required
• **Deployment:** Provisioned after subscription; onboarding includes configuration of Webex integration, compliance rule setup, and campaign template creation
• **Security:** Multi-tenant architecture with role-based access controls

## Getting Started

• Subscribe to UniCampaign through AWS Marketplace
• Consilium onboarding team provisions your tenant and configures Webex Contact Center integration
• Define compliance rules (time zones, DNC lists, attempt limits) and import contact lists
• Build your first campaign using the campaign builder with channel selection and digital chaining workflows
• Launch, monitor via real-time dashboards, and iterate using AI-driven recommendations

## Why UniCampaign for Webex Contact Center

Unlike generic campaign tools that require custom middleware to connect with Webex, UniCampaign provides native integration - reducing deployment complexity and ensuring real-time agent state synchronization. The built-in compliance engine covers TCPA, DNC, and state-specific regulations out of the box, eliminating the need for separate compliance add-ons. Digital chaining automates multi-channel sequencing logic that would otherwise require manual orchestration or third-party workflow tools.

UniCampaign is continuously updated in the cloud, ensuring you always operate on the latest version with current compliance rule sets and AI model improvements.