New Product Release: Call Center Manager

Posted on January 4, 2012 | By Voicent Support

Voicent has introduced a new software product to help Call Centers comply with regulatory requirements, maintain efficient use of resources and provide fast, highly effective training for new agents. Voicent’s new Call Center Manager provides automated monitoring of workloads and management of threshold limits to meet limits on U.S. Federal Trade Commission-regulated dropped-call rates. In addition to regulatory compliance benefits, Voicent’s Call Center Manager provides easy call monitoring, recording, and a special “whisper coaching” capability that greatly speeds the training of new call center agents. The software also provides real-time and historical statistical tracking and reporting to monitor and manage the efficient use of call center resources, and productivity of campaigns.

Call Center Manager is designed as an optional management tool for Voicent’s powerful AgentDialer predictive dialer software, or Voicent’s popular auto-dialer product, BroadcastByPhone. Among the key features of Call Center Manager:

  • Monitors workloads then automatically adjusts outbound dialing pace to reduce dropped calls caused by reaching more live callers than agents available to handle them
  • “Whisper coaching” feature enables supervisors to provide live-call feedback to new agents that’s inaudible to customers
  • Real-time and historical statistical tracking of call center resources and campaign productivity
  • Easy call monitoring and recording
  • Works with AgentDialer predictive dialer or BroadcastByPhone auto-dialer software

Posted in Call Center Software |

Integrate Predictive Dialer with Zoho CRM

Posted on November 28, 2011 | By Voicent Support

I am trying to setup using Agent Dialer to my salespesons. The idea:
- Export a list of leads from crm.zoho.com in CSV format
- Use the dialer automatically (import the list and start dialing)
- After each call, use the “-statusurl” option to update the right lead in Zoho CRM with the status

When trying to import the csv to the dialer, I get into troubles:
- I need aditional columns. While the “aoc” file I am using has the column, when importing (using “-import” option), the column does not exist.
- When importing, the first thing that happens is a “save as” pop up window. This makes problem since it does not actually starts the dialing.

I would appreciate any help.

To use additional columns, you can first create an empty .aoc file with these columns. When you import, use this file as a starting template. If import operation is successful, the file will be automatically saved.

Please follow the below link to read an article for a more detailed explanation of Zoho CRM with Voicent Software.
Zoho CRM Integration

Posted in Developer |

Dialer and SugarCRM integration

Posted on November 23, 2011 | By Voicent Support

I’m interested in learning more about how your dialer integrates with SugarCRM

There is a Voicent and SugarCRM integration project listed on SugarExchange. The project is Voicent Predictive Dialer IntegrationThe integration code is open source. So you are welcome to download it and check it out. In addition, all Voicent programs have free trial version and can be downloaded from our website.

For the integration project, the key feature is the ability to click a button to launch Voicent dialer from SugarCRM web pages and automatically insert call result back to the sugar database. For details of Voicent programming interfaces, such as command line and web interface, please see Voicent developer section online.

Please follow this link below for an article that will give a more detailed explanation of how the SugarCRM experience with Voicent software can help you:
SugarCRM Auto & Predictive Dialer Integration

Posted in Predictive Dialer |