This VOIP predictive dialer blog contains useful info about VOIP and predictive dialer technology.
Handle agent hand off
hello. i have a large call center customer. they need a predictive dialler which can hand-off calls, that are answered by a person to an agent waiting in a pool. the predictive dialler is a stand-alone product.
1.what software do i need on the agent pc’s for the predictive dialler to hand-off the call to a waiting agent? the agents and the dialler are located in the same office, on the same network.
2. how does the predictive dialler choose which agent the call goes to? does the dialler support agent pools?
many thanks
1. On the agent computer, you need to install Voicent RemoteAgent software. This is the software to allow agent to login, logoff, and see the popup screen for a transferred call from the predictive dialer. When the predictive dailer (Voicent Agent Dialer) and agent computers are on the same network, it is really easy to set up. All you need to do is enter the predictive dialer computer to connect.
2. Voicent predictive dialer will choose the agent that has been idle the longest time. You could create agent pools by simple specifying the group of agents to hand off the calls in each campaign. It is also possible to have an agent to hand off the call to another agent. We have call centers have “closers” who never answer the initial call. They only talk to people that has been qualified by the first level agents.
You can download predictive dialer and remove agent software here and give it a try. It should be easy to set it up in a LAN environment.
Posted in Call Center Software, Predictive Dialer
Agent Play Audio CD To Customers
I have an audio Cd player that I have agents play to my prospects over the phone for 6 minutes. Can i put that audio on this dialer so my propects can listen to it?
Yes, absolutely. With Voicent Agent Dialer, it can be done much easier. You do not even need an audio CD player for that. Just following the following 3 simple steps:
- First, copy the audio from your CD to your computer, using any audio software such as Windows Media Player. For details on how to do that, please just google the info, you may also find YouTube audio for doing so.
- Second, convert the audio to the telephone format, which is PCM 8KHz, 16 Bit, Mono. You can use audio tools such as Gold Wave for the conversion.
- Third, you can install the audio file to Voicent Agent Dialer. Open Voicent Gateway, select Setup > Options > Call Transfer tab. Click the Agent Preset Audio button to add your audio file. Actually, you can install more than one audio files here.
Now, when an agent is connected to a customer, he or she can select the Dialpad button from the pop screen. From the dialpad, click the Play Preset Audio button to play your preset audio file.
Posted in Predictive Dialer