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            Set Up Outbound Dialer for Collections and Recovery

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            Set Up Outbound Dialer for Collections and Recovery

            Automate outreach to delinquent borrowers by setting up the Outbound Dialer for Collections. Configure Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), and use the prebuilt Data Processing Engine definition to create actionable lists of overdue collections. Then, clone and customize the prebuilt flows that manage the end-to-end outbound calling process, from initiating campaign calls to tracking rep status upon call completion.

            Required Editions

            Available in: Lightning Experience
            Available in: View product and edition availability.
            • Set Up Salesforce Voice with Amazon Connect
              Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrates Amazon's cloud contact center directly into the Service Cloud Console. This creates a unified rep workspace that combines phone, digital channels, and customer data, and prevents Collections reps from switching between separate phone systems and the Salesforce app. Turn On Salesforce Voice with Amazon Connect, set up contact center, update root-email address, turn on Service Setup Assistant, configure Omni-Channel unified routing and after conversation work time.
            • Turn on Features to Set Up Outbound Dialer for Collections and Recovery
              To set up outbound dialer integration for Collections, turn on Collections Outbound Dialer, Data Pipelines, and Actionable Segmentation.
            • Run Prebuilt Data Processing Engine Definition for Collections Outbound Dialer
              Clone, customize, and run the prebuilt Data Processing Engine definition, Filter Collection Plans by Overdue Amount. After this definition is run successfully, use this definition to create an actionable list of delinquent collections.
            • Create an Actionable List Definition by Using Predefined Data Processing Engine Definition
              Use the prebuilt Data Processing Engine definition to create an actionable list definition that helps you create a dataset of delinquent collections and associated accounts. You can use this dataset to create an actionable list of delinquent borrowers to get started with the outreach activity.
            • Customize Prebuilt Flows for Outbound Collections Dialer
              Clone and customize the prebuilt flows to determine how your collections campaign calculates representative availability, updates call details, and routes voice calls. These prebuilt flows manage the end-to-end outbound calling process, from initiating campaign calls to tracking rep status upon call completion.
             
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