Setting up Zoho Integration with Voicent Software

Posted on May 2, 2014 | By info

I already use Zoho CRM, is there a way for me to integrate that with Voicent’s dialer software?

Voicent features a built-in integration option with Zoho CRM, making extremely easy to make use of your Zoho account along with Voicent software. Here’s how to do it:

Step 1)

The Zoho module is configured in Voicent CRM. Choose from the main menu Setup, Account, CRM Connector. Then fill in your Zoho account info and authorization token (found in your Zoho account).

If you are using older releases, you set it up in Voicent Gateway. Fill in your account information and Zoho authorization token (found in your Zoho account) in the appropriate fields.
Open Voicent Gateway -> Setup -> Setup CRM -> Choose “Enable ZohoCRM connector” -> Fill in CRM login name, password, and token fields

Step 2)

Now login to Voicent Dashboard and open up a web browser to login to your Zoho account online.
Open Voicent Dashboard -> Click Browser -> Go to Zoho CRM login page -> Log into Zoho

That’s it. Your integration with Zoho CRM is complete.

You’re all set and ready to start making calls! Each time you connect a call Voicent will automatically pop-up a window from your Zoho CRM account with the customer’s record. If no record exists one will automatically be created in your Zoho account.

A video walk-through is also available here.

Posted in Call Center Software, Predictive Dialer | Tagged , , , , , , , , ,

The Different Kinds of Dialing – Preview Dialing, Force Dialing, and more

Posted on April 8, 2014 | By info

I see some places offering preview dialing, what is that? Also, what is force dialing, power dialing, etc.

Preview dialing is when agents view the customer’s information first before requesting the system make the call. As the system goes through the list the agents are also able to view the customer’s call history and can prepare for the call before connecting to any customers. This type of dialing is often used when an agent needs to prepare a script or specific information before making a call. Naturally, this method of dialing is slower than predictive dialing because no calls are made until an agent manually makes or approves a call to be made.

Power dialing (also known as force dialing, speed dialing, or semi-automatic dialing) places calls only when an agent chooses to. This type of dialing is essentially manually dialing through a call list, as opposed to a form of automated dialing. Power dialing is included as a feature in Voicent’s Agent Dialer where it’s known as semi-automatic dialing.

Related to semi-automatic dialing is what’s commonly known as voice drop. This method simply leaves a message on an answering machine or voice-mail then immediately moves on to the next call. This feature is also available with semi-automatic dialing, where you can simply click a button to play a message and then hang up the call to move on to the next number in your call list.

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Making the most of Agent Dialer’s answering machine detection and handling features

Posted on April 2, 2014 | By info

When I am predictive dialing can I have the program just skip answering machines or automatically leave a message?

Voicent’s predictive dialer, Agent Dialer, can handle answering machines and voicemails in a couple of different ways. If you are most interested in getting live calls to your agents as fast as possible, you can speed up your predictive dialing by enabling “disconnect as soon as answering machine is detected” in the Gateway. This frees up lines faster which allows Agent Dialer to make more calls in a shorter amount of time, increasing the chances that your agents will get more live calls.

Agent Dialer can also automatically leave a message of your choosing on answering machines. For example, you can leave a callback number or a trial message while also running your predictive campaign. Agent Dialer gives you a number of customization options, from leaving a simple recorded message to text-to-speech enabled specialization, such as speaking your lead’s name or interested products.

This option also allows you to play a message for human pickup as well if desired. Agent Dialer will automatically play the message you design then transfer the call to one of your agents.

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