We are a system integrator. We like to customize and sell IVR and Call center solutions.   Currently we have an urgent need for a customized IVR solution (Inbound & Outbound) to be integrated with Avaya Communication Manager using SIP trunk.  Please share some light on  how  we can work together.

First, Voicent’s IVR and call center solutions work with almost all PBX systems and VOIP/SIP based phone services. The configuration should be simple, mostly just entering the SIP credentials in our software. We have phone service setup guide online for various systems and services, include Avaya.

We also provide IVR Studio, a developer tool for creating various interactive voice and text message applications. The software enables a developer to create apps at graphical and conceptual level using a call flow diagram; it also provides built-in support for integrating with relational databases, web sites, email servers, and any external programs. To get started with IVR apps, please start with the IVR tutorial and various sample apps we have online and in program.

You could test our platform using the trial software. It can be downloaded directly from our website. There are limitations of the trial software, so most of our developers and partners utilize our monthly lease program to setup their local development environment. A 2 line IVR tool can be leased for only $53. For more info, please take a look at our lease program.

We provide various support for our customers and partners. For basic usage, simply email support at voicent dot com with your questions. Please be aware programming questions require special developer support. But many developers find the software easy to use and require no support.

Our reseller/partner also enjoy discount when ordering our software. To sign up as our reseller, please email sales at voicent dot com.

Some of the complaints we hear about competing predictive dialing software on the market is:

• No ability to control the number of phone lines used on a campaign
• Not able to switch an agent license to another agent
• No control over recorded conversations
• Unable to choose which analog or VOIP phone service is used
• Can’t control which agents are assigned to which campaign
• No choice over which “CRM” system is used

Luckily, we are able provide relief in these scenarios. Voicent Communications Inc is a software development company at heart and we are able to provide customized solutions to fit any business’ needs and implement innovative new features for all of Voicent’s customers to take advantage of.

We constantly improve, refine, and evolve our software throughout the year.

When purchasing Voicent software you are essentially purchasing agent and line licenses. Our flexibility really shows in our pricing and they way we approach “Agent seats”. As an example:
Say you have a 5 agent 10 line dialer using a VOIP service like Skype Connect. Those 5 agent seats are “concurrent” agents that are logged in at the same time, so essentially it will really support 10 agents, with 5 agents on each shift. Once one agent logs out, another agent with a different name can log in.

As for the VOIP lines used with the Predictive Dialer, you can mix & match them however you like. Want to run 1 campaign with all 10 of your phone lines, or perhaps 2 campaigns with 5 lines each? No problem!

As opposed to other predictive dialers we allow our users to:

• Control how many phone lines your campaign uses
• Decide which agents get transferred calls from which campaign
• Choose whichever VOIP or Analog phone service you want, letting you pick the VOIP provider with the lowest rates for your dialing
• Use the “CRM” of your choice, such as Salesforce, SugarCRM, ZohoCRM, or any other Web based CRM
• All on any Windows based PC

This feature is getting even better. Starting from release 9.1, Voicent Agent Dialer (Predictive Dialer) can read the response from the HTTP POST or the output of the external program, and then set the spreadsheet column value accordingly.

Step 1: Set the Options

To use this new feature, first open the Call Status Updater window by selecting Predictive > Predictive Dialer Options > Status Update button.

NOTE: The double backslashes for the path!
Make sure to select the checkbox below the URL or the program file. If selected, Voicent Agent Dialer will try to read back the output and set the appropriate columns.

Step 2: Set the Output

Do as usual when processing the HTTP POST or in the external program. To set a particular column in the Agent Dialer spreadsheet, output the following:


column_name=value
...


For example, in a simple Windows batch file


echo @off
...
echo Tag=Processed


The above output instruct the program to set the Tag column to Processed.

Step 3: Run the Predictive Dialer

Simply run the program. You should see that the status will be set after each phone call, and in addition some columns will also be set according to the external program.