When our predictive dialer or auto dialer connects an outbound call to an agent Voicent will popup a CRM page to let the agent know who they are talking to, as well as give the agent additional CRM information and the ability to add notes or set follow ups.

In some scenarios, you may not be able to use the Voicent CRM.

We provide full integration for Zoho CRM, Sugar CRM, and Salesforces. However, using our API you can integrate 3rd party CRM systems.

The way we do this is by allowing you to specify a URL that we can popup in place of the Voicent CRM popup that is default.

As an example you may specify: https://www.3rdpartycrm.com/screen_popup.php?phone=${__Call__.Phoneno}

Voicent will automatically replace ${__Call__.Phoneno} with the phone number we are connecting with the agent.

Your developer can take that phone number that we are sending to the “screen_popup.php” file and redirect the popup to the correct CRM record. The developer will use the phone number to locate the record, or create a record in your CRM, then redirect the popup to that record.

Other parameters available:

• ${__Call__.Name}
• ${__Call__.Phoneno}
• ${__Call__.Crmid}
• ${__Call__.CampaignName}
• ${__Call__.CampaignTool}
• ${__Call__.CampaignMessage}
• ${__Call__.Notes}

To setup this screen popup, please open your Voicent CRM and go to Setup -> Account -> Screen Popup. You will need to configure it the same as the picture below.

iPaaS stands for integration platform as a service.

With the cloud services taking a strong hold in enterprises and small businesses, it is no secret that cloud integration is one of the main challenges facing today’s businesses. Because most of the cloud services are specialize in one application, such as sales automation or marketing automation, to use these services together becomes a major headache for organizations. To make things worse, most of these services are offered by different vendors, there is no sharing of data and no unified user interface.

iPaaS tries to address this problem by offering a platform to build and deploy integration within the cloud and between the cloud and businesses. With iPaaS, users can develop integration flows that connect applications residing in the cloud or on-premises and then deploy them without installing or managing any hardware or middleware.

Though we see the value and benefits iPaaS offers, Voicent takes a different approach. We believe our cloud service should offer a full suite of tools for sales, marketing, and customer service, with a single data source and easy automation, so there is no need to integrate. In technical terms, it is correct by construction. When everything is implemented in a single platform, not only we can offer a common data source, but also a unified user interface and a scalable and reliable cloud service.

It is a vast and difficult undertaking to offer “everything”. Obvious, something has to give. Voicent Live, our hosted service, is targeting small and medium businesses that do not require that many bells and whistles. For example, we do not offer sales force scheduling functions.

With Voicent Live, most SMBs can simply sign on the immediately get on with their businesses. They get a fully functional phone system, a built-in CRM, all sort of contact center tools to engage customers, and easy business process automation. And best of all, it is affordable and ready to go.