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.

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.

EGS was running a campaign which would contact their debtors multiple times in the same day, moving the user from one campaign to another. Voicent software does not have any restrictions on the number of times you can call someone, nor does the Voicent software know if you are a debt collector. Clearly the campaign that EGS was running that generated them revenues of $1.2 billion in 2011, was successful at collecting the debt, however there are other legal ways of getting a positive return.

Voicent’s Call Center Dialer / Agent Dialer / Predictive Dialer has an integrated alternate-phone system allowing you to specify multiple phone numbers for a single campaign. In some states(Contact your local attorney for FCC/FTC laws in your area) you are allowed to use multiple contact methods to attempt to reach the person you want to collect debt from, which in most cases will double, or triple your return rate.

In the above picture, you will see some Alternate Phone options. They are:

• Call Failed
• Call answered by answering machine
• Call answered but there is no response or confirmation
• Always call alternate number

The above options, will let the Dialer escalate the calls from one to another depending on what you check. If you want the system to call alternates in the case a call fails, or one is answered by an answering machine, or call is answered but there is no response or confirmation. Lastly, you can tell the Dialer to always call the alternate number. The Alternate phone system is part of our Call Center Suite, specifically a feature within the Voicent Agent Dialer.