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.

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.

How can Voicent integrate their software with our Salesforce CRM?

Voicent works hard in fulfilling our customers’ needs. We pride ourselves in simplifying your business needs to save you time, energy, and cost.

Voicent just released a new feature where you are able to automatically open the contact page of the person you are communicating with as soon as your call is connected.

Please note: Salesforce requires you to purchase the Enterprise Edition of Salesforce CRM or above in order to integrate with outside software. For more information, please visit Salesforce.com.

New Contact?
The contact information is not in your CRM database yet? No worries! Voicent will create the contact for you. You just simply need to fill out the appropriate information.
That’s not just it, Voicent is also capable of automatically uploading your call information to Salesforce CRM.

Call information will include:

• Call notes
• Call Status
• Call Disposition
• Opt-Out info
• Agent who handled the call
• Campaign information

The best thing about this feature is that it is extremely easy to setup. Here are the steps:

Step 1)

Follow the Setup menu, select Account, then CRM Connector.

Fill in the login name and password fields along with the additional token field that Salesforce provides you.

Note: For Salesforce, you must login with “Additional Token” in addition to entering username and password. Information about retrieving an additional token can be found here

For older releases, Open Voicent Gateway -> Setup -> Setup CRM -> Choose “Enable Salesforce.com connector”

Step 2)
You will then login to your Salesforce account in Voicent Dashboard.

Once configured, you will be able to seamlessly use Voicent software harmoniously with Salesforce.