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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Outbound calling / cam...
Customer Insights - Journeys forum

Outbound calling / campaigns

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Posted on by Community Member

Hi

I am looking to build an outbound call list to enable the call centre staff to ring customers in a timely manner and within a particular call cycle. I wonder how to achieve this on D365, is there some campaign functionally? I’ve also read about the service desk, could I find it in there? Any help gratefully received

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Marketing
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  • Suggested answer
    CSF90 Profile Picture
    CSF90 on at

    There is the concept of Campaigns but they are designed to be used within Marketing rather than call centre telephony.

    I'd suggest you need to look at a third-party dialler add-on (although I don't have any to recommend to you due to no experience with them), and it will either have its owned method of iterating through contacts or may even leverage Marketing Lists which is out of the box functionality that is effectively a list of Contacts or Accounts that can be either static (users add to them manually) or dynamic (based on criteria).

  • Community Member Profile Picture
    Community Member on at

    Thanks for the response. Not looking to include any dialler just build the list

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