What a good Proactive Contact (alert/notification) solution needs to have?

The critical success factors for a successful Proactive Contact (alerts and notifications) system are:

  1. a flexible rules engine that can determine programmatically when to notify AND the capability to do ad-hoc notifications
  2. multimedia (based on opt-in preferences indicated by user)
  3. Acknowledgement provisions (system acknowledgement or user acknowledgement)
  4. Escalation capabilities – if text message not acknowledged within 2 hours, deliver a voice notification
  5. Flexible treatments – if delivering a voice call and you get a busy signal, try again in 30 minutes for 3 times
  6. Very comprehensive reporting showing end-to-end call/email/SMS flow as well as summary information (3,749 text messages sent; 3,740 delivered; 9 undelivered; 3,232 users acknowledged; and so on…)
  7. Ability to handle inbound calls/emails/SMS in case users respond and want to talk back for clarification
  8. Interactive notifications – not just one way, but providing ability to interact via DTMF or Speech
  9. Easy integration with CRM/ERP/Active Directory systems so that master contact data can be managed centrally and used by the Proactive Contact system when needed

235 Comments

  1. Dennis says:

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    tnx for info!!…

  2. todd says:

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  3. Leslie says:

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  4. wendell says:

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  5. Tyrone says:

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  6. Brad says:

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  7. Earl says:

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  8. Julian says:

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  9. willard says:

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  10. max says:

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  11. enrique says:

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  13. roger says:

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  14. darren says:

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  15. Vincent says:

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  17. Jimmie says:

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  18. Ernesto says:

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  19. Julian says:

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  20. Sean says:

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  21. jeffrey says:

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