Call Recording Archive

CommPeak stores a recording of each call handled through its cloud contact center, giving a team a record of what was said on a customer call. A Beam agent reads the call log for calls tagged against an approved queue or campaign and files the recording link, along with the call outcome, into the customer record or support ticket the rule points to. Calls that close with a standard outcome, such as resolved or no answer, get filed without further steps. A call flagged with a complaint, an escalation, or an outcome outside the approved list is routed to a person to review.

Outbound Dialer Campaigns

CommPeak runs outbound dialing campaigns that work through a list of numbers and record the result of each attempt, such as connected, no answer, or busy. A Beam agent reads the outcome of each call in an approved campaign and updates the contact record with the result and next scheduled attempt, following the cadence the team has set for follow-up. Numbers that reach a normal outcome move to the next step without anyone checking each one. A number that returns a compliance flag, a wrong-number result, or repeated failures beyond the agreed limit is routed to a person before another attempt is made.

SMS Campaign Messaging

CommPeak sends SMS messages as part of a wider contact center campaign, alongside voice calls, and records delivery and reply status for each number. A Beam agent reads the delivery and reply status for messages sent under an approved campaign and updates the contact record, marking a reply as needing follow-up under the rule the team has set. Messages that deliver cleanly with no reply move through the normal cadence. A reply containing an opt-out request, a complaint, or wording the rule doesn't cover is routed to a person rather than answered on its own.