Call center application for multiple client

Posted on April 5, 2010 | By Voicent

We are a VoIP telephoney company and looking to add Call Centre Module for Outbound / inbound features for our client. We like your product and like to buy and offer it to our clients. Is it possible to run multiple campaigns on your enterprise product for inbound / outbound for our multiple clients at any one time. Look forward to here back with some feedback on my above query.

Yes, you could. Without knowing more details about your situation, we can offer the following generic setup or configuration guide.

If you want to directly offer Voicent software products to your clients, then it is really simple. All you need to do is to tell your client how to configure Voicent to use your VOIP service. The process is the same as configure a software phone. If you choose to do this, we recommend you also sign up to be out Voicent Reseller, which allows you can get decent discount on our products.

If you want to host Voicent product and allow your clients to use Voicent product through your own web pages, then you do need to do some programming or configuration on your server. For inbound applications, for example, you can use a dispatch IVR application to answer/forward calls based on the incoming line number. So if an incoming call is from line 3, the dispatch IVR application can forward the call to the inbound application of the client who is using line 3 to 5 on your server. For outbound applications, simply submit the calls to Voicent Gateway. The gateway should take care of scheduling calls automatically.

Posted in IVR Developer, IVR Usage, VOIP |

J2Ee Integration

Posted on March 30, 2010 | By Voicent

I am working for a Transportation client who is interested in building an automated system. The requirement is to call a customer who visits their eCommerce website and drops off mid-way during booking process. The system should also connect to an available Customer Service Representative (CSR) automatically so that the CSR can answer queries directly.

I believe Predictive or Automatic Dialler program will help me in this requirement. Suggest me if you have any other products suitable for our requirement. My question is: does your software support integration from a J2EE Application inorder to initiate this service?

Yes, either predictive dialer or autodialer should satisfy your needs.

All Voicent products have command line and web (HTTP) interface, so regardless of the programming language, it should be easy to integrate with other programs. If you want to utilize Voicent IVR Studio for designing your call applications, you have more tools at your disposal. For example, SMTP integration, database integration, external program interface, and native Java program integration. So for J2EE, it is like a native development environment.

Posted in IVR Developer, Outbound IVR |

Posted on March 30, 2010 | By Voicent

Hi, for several years now I’ve been working with your Broadcast by Phone software to deliver parliamentary and political messages in New Zealand for the NZ Labour Party. We’re at the stage of wanting to extend our deployment and flexibility. I’d like to know if IVR studio needs to be purchased with each edition of broadcast by phone or if one IVR studio installation can distribute designed messages to multiple Broadcast by Phone installations.

We’re interested in touch tone responses and primarily we’d like to be able to record our own ‘Thank you and Goodbye’ messsage to replace the default one following touch tone confirmation. As you can imagine the political limitations of a non-New Zealand accent at the end of the call make it almost unusable for us currently. We own a number of Standard installations and are considering upgrading to Professional and potentially increasing our number of installations. Thanks for your help.

We are always glad to hear from our long time customers. For IVR deployment, you must have IVR Studio for each installation and you must have BBP Professional Edition or Enterprise Edition.

Posted in IVR Usage, Outbound IVR |