A campaign script and automatic screen popup for predictive dialers are essential for improving agent productivity. Sometimes you may need a little more help from the system to make your agent even more productive.
A common issue is how to send the contact information in Voicent CRM to other web site or services. For example, if you are running a delivery service and your agent need to check google map to give a quote based on the driving distance. Obviously your agent can copy and paste the info to Google map, but that still takes a lot of time if your agents perform this task often. Other situations your agents may need to take payment during the phone call. Copy paste the customer info to a payment gateway or payment site is also not efficient.
The solution is a custom button, which automatically pushes selected information to a URL, avoiding the need to do copy and paste. For more information, please see:
How to push contact information to other web site or service.
“The Crunch: As companies try to gather more data — to enhance the consumer experience and their bottom lines — they often end up with disconnected solutions that negatively affect customer service. Voicent is a communications company that consolidates the information from those disparate channels — sales, marketing, and customer service — in one CRM, allowing businesses to be in sync with consumers. The company’s comprehensive cloud platform, Voicent Live, provides agents with complete customer profiles during calls and unearths data from voice channels. Voicent is also working on ways to automate the process through AI and machine learning to both enhance insights and allow businesses to streamline communications.”
Customers are often amazed when they realize the power of an integrated platform with built-in CRM, and many asked us “I wonder why nobody else does this”.
We know why – building such a system is not easy. It took us more than 10 years to integrate the various call center tools, CRM, and workflow automation seamlessly. Each of the tool, such as a call center grade predictive dialer, takes years of development and customer deployment to reach reliability and scaleability.
Is a softphone (online) phone used or is a hardphone required – what is the cost of this?
When you use a predictive dialer, you will need a Voicent softphone called Agent Dashboard. This software is included in the purchase of a predictive dialer or inbound IVR software. For our cloud users, you can download it from your account.
Hard phone for predictive dialer is not recommended. Mainly because you want your agent to take notes and view the customer’s engagement history.