Own your own cloud based Predictive Dialer

Posted on September 22, 2014 | By info

Now that we are 100% mobile friendly, our customers can take power of our hosted service, VoicentLive, or purchase Voicent software and own it for life. If you choose to own it for life, we still give you all the benefits of VoicentLive. Intuitive user interface, robust metro theme, mobile friendly, redesigned call flow and more!

Below is an example video of what a campaign will look like when ran with our new interface. Predictive Dial, Auto Dial, SMS & Email broadcast all within a few clicks.

Voicent Release 10

Excited and want to learn more, feel free to contact us today!

Posted in Predictive Dialer |

Triggering a predictive call with the web API

Posted on July 31, 2014 | By info

After submitting a CRM record you will be returned an integer that is the customer’s ID number. With that ID number you can create a predictive dial call request for it. If an agent is available when the request is submit it will attempt to call the number,  if no agent is available it will wait until an agent logs in.

Required License(s)

  • Agent Dialer(Enterprise)
  • Call Center CRM(Enterprise)

To trigger the predictive call after the CRM record was created using:
CRM API
You will send one more HTTP POST to:

URL: http://localhost:8155/ocall/callreqHandler.jsp

*Please replace localhost with the IP address of your Voicent Gateway machine.

With the name & value pairs of(Replace bold sections):

  • info=CRM Predictive Dialing Campaign: CAMPAIGN NAME
  • campaign=CAMPAIGN NAME
  • phonecolname=HOME_PHONE,CELL_PHONE,WORK_PHONE,OTHER_PHONE
  • gwclient=AgentDialer:9.2.0
  • linesrequested=1
  • pdcall=1
  • vxml=<?xml version=”1.0″?><vxml version=”1.0″><form name=”oneappt”>\r\n <transfer name=”prid” transferaudio=”\”></transfer>\r\n </form>\r\n</vxml>\r\n
  • vxmlans=
  • phoneno=PHONE NUMBER TO BE CALLED
  • calltime=0
  • firstocc=4320
  • passwd=GATEWAY PASSWORD
  • retrymax=0
  • firstcall=1
  • sql=
  • selfdelete=1
  • trandest=agent:agent name or phone number
    The phone numbers can be comma separated.

Instead of using an SQL query, you can submit a phone number in the “phoneno” field. If you submit a phone number, do not submit the sql parameter.

phoneno: * This can be set to vcenter if you wish to use an SQL query based campaign
phonecolname: *This is the priority for which number is called first.
linesrequested: *This is the number of phone lines you want it to use. In most cases keep it to 1.
sql: *Replace ID with the ID returned from the CRM API. Use: select * from CUSTOMER where CUSTOMER_ID =id
When you submit this to your Voicent Gateway it will trigger a call to the specified CUSTOMER_ID returned from the CRM API. After creating the CRM user, trigger the predictive call.

Posted in Predictive Dialer |

Tip: Calming customer rage

Posted on May 16, 2014 | By info

Consumers have very little time and patience for waiting on in-person support with their business. Since most consumers are “on the go” they desire the ability to get support wherever they are, whenever they want. In most cases, consumers will opt for the immediacy of over the phone or live chat support.

Currently, an estimated 43 billion phone calls a year reach American contact centers. The heart of any customer care organization are the support agents. These agents are a crucial asset in keeping customers happy and engaging in future business. It is estimated that 3 million people work in contact centers in the United States & another 2 million in contact centers around the world.*

If a customer’s support service expectations are not met, not only can it cause the consumer to stop doing business with a company, it can lead to negative social media backlash. When a customer retaliates, it can be extremely costly to the entire organization.

Even with trying to solve this problem with current technologies you can still easily get many things wrong and end up in the same boat as you would years ago. At the end of the day, customers will above all else value convenience and excellent customer service.

This is why an accurate, efficient, and complete communication suite is required to let your consumers immediately reach the support department they need, then present and track their concerns. This suite could also provide the support agent with a comprehensive script to accomplish 95% of all support inquiries.

An inefficient agent script can be a disaster and require a plethora of training to get the agent up-to-date on support procedures. If the agent is troubled by a cumbersome support system, it can spell disaster for the employee and the consumer they are serving.

With agent reporting and management you can easily track which agents have the highest return on customer satisfaction as well as see which agent has the lowest customer satisfaction letting you make adjustments as necessary.

Voicent’s Contact Center Suite provides a complete solution for Phone, SMS, Email, CRM, Workflow and Scripts.

*According to Emily Yellin, author of “Your Call Is (Not That) Important to Us”

Posted in Predictive Dialer, Tips & Tricks |