There are mainly three different campaigns available in AutoDialer POM.
- Preview - In this type of campaign POM will send the event with customer data in JSON to TMAC which will be displayed on UI. Agent will see these details and agent will decide whether to call or not. Preview campaign calls are called as Preview calls.
- Predictive - In this type of campaign POM will directly dial to customer and waits until the human voice is recognized. Once recognized the event with customer data in JSON is sent to TMAC. So, when the agent sees the data the call is already connected. Here, the nuisance rate is high since there might a possibility that the call is connected but there is no agent to route the call to. Hence, it will be a nuisance call to the customer. Predictive campaign calls are called as Predictive calls.
- Progressive - This is similar to Predictive, but before dialing to customer POM will make sure atleast one agent is available. Rest of the process is same as Predictive. Here, the nuisance rate is less. Progressive campaign calls are called as Progressive calls.