Automated Broadcast

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know?Across the industry, 70% of contact centers are now using some form of AI, chatbots, or automation technology.

1. What is automated broadcast?

An automated broadcast is a communication method where pre-recorded voice messages, SMS, or emails are sent out to a large group of customers simultaneously—without human intervention. In contact centers, it enables timely delivery of important updates, alerts, or reminders to thousands of people. It’s widely used for improving customer communication efficiency, reducing agent workload, and ensuring message consistency across channels.

2. How to use automated broadcasts?

Using an automated broadcast system typically involves three key steps:

1. Create the message – Draft a voice recording, text, or email.
2. Define the audience – Segment your customer list based on the campaign (e.g., unpaid bills, appointments).
3. Schedule the delivery – Choose the optimal time to send the broadcast.

Advanced systems (like those integrated with Convin) may include personalization fields (like names or dates), support for multilingual delivery, and engagement analytics to monitor open or response rates—helping contact centers fine-tune future outreach campaigns.

3. Example of automated broadcast?

A classic automated broadcast example is a call center sending out payment reminders to customers before their due date. Other real-world examples include:

• Appointment confirmations or reschedules from healthcare providers
• Emergency alerts from telecom companies or utility providers
• Promotional offers like limited-time discounts or product launches
• Policy renewal reminders in insurance or banking sectors

These broadcasts allow agents to focus on high-value conversations while ensuring no customer is left uninformed.

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