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Featured News

Voicent is a crime-fighting star in Hollywood

The Miami Bureau of the Associated Press published a story about the City of Hollywood, Florida's success in using Voicent's BroadcastByPhone software to reduce the blight of illegal roadside signs. The story, by Kelli Kennedy, spawned stories across the country.

Click to watch the story from Associated Press's web site

Voicent's BroadcastByPhone has many, many uses, not the least of which is
a code-enforcement tool for communities fighting the scourge of illegal signs strewn along highways and packed into intersections.

Many communities are using Voicent's BroadcastByPhone to take advantage of the signs' weakness--they include phone numbers to call for whatever product or service the sign is offering.

So, community officials put those numbers into BroadcastByPhone and tell it to call them. Over and over and over until the owners of the illegal signs take them down and pay a fine.

The effectiveness of the solution in the city of Hollywood, Florida, attracted
an Associated Press reporter based in Miami to do a story for print and broadcast media.

The story wound up going national, with ABC, CBS, NPR, Washington Post, The New York Times and other major news organizations picking it up.

Here are links to the stories in:

Coincidentally, on the same day, a story in Broward County's Sun-Sentinal newspaper reported that a legal challenge to the City of Hollywood's use of the crime-fighting tactic was rejected, allowing Voicent to continue to patrol the clean streets of Hollywood.

Latest News

Voicent’s v9.1 communication suite is released

Includes expanded Dashboard, dynamic campaign management, conference calls and chat capabilities

MOUNTAIN VIEW, CA, March 19, 2014 –Voicent’s popular communication dashboard can have an even greater impact on organizational efficiency, thanks to the inclusion of dynamic campaign updating, conference call and chat functions included in Voicent’s latest software release.

The dashboard has been providing Voicent users with role-defined access to a wide variety of communication tasks and responsibilities, such as handling inbound calls, responding to successful outbound bulk marketing campaign calls, CRM records, agent coaching and management, reporting tools and much more.

With the 9.1 release, which is now available for download at Voicent.com, users get the ability to create and run dynamic campaigns that will automatically update and contact new leads as they are obtained. This built-in automated process relieves employees of the need to manually enter new leads into on-going phone, SMS or email campaigns.

Voicent enables all campaigns to be run from one Call Center CRM window, making it easy to manage multiple, simultaneous campaigns.

Release 9.1 also enables users to easily exchange chat messages with colleagues, customers and prospective customers. The ease and pinpoint-timing of these messages can often make the difference between losing and closing a sale, or delivering disappointment or delight on a customer service call.

The integration of chat into the Voicent dashboard also enables your staff to communicate with incredible efficiency, near instantly and effortlessly delivering important information to colleagues located across the room or halfway around the world.

When a fast and easy discussion involving multiple people is needed, the Voicent dashboard’s new Conference Call feature can make it happen.

“The central point of Voicent software is to get all the benefits of new communication technology—the speed, automation and cost-efficiency—without having to deal with frustrating complexity or the need for weeks of training,” said Jerry Scharf, Voicent’s director of marketing and communication.

“With the 9.1 release, Voicent is perfecting a fully integrated, highly sophisticated business communication system that is contained within an intuitive, user-friendly, desktop dashboard that displays all the tools and information a staff member needs to do his or her job effectively and efficiently,” Scharf added.

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how spi global manages a million calls a month

Voicent solution enables optimal efficiency for world-class BPO's call center

Mountain View, CA, March 10, 2014--SPi Global, one of the world’s most successful providers of Business Process Outsourcing (BPO), is employing an automated dialing and IVR solution powered by Voicent’s BroadcastByPhone software, Voicent announced today.

With more than 18,000 employees in the United States, Netherlands, Philippines, India, Vietnam, and Australia, SPi Global offers business outsourcing solutions for industries including publishing, healthcare, financial services, entertainment and media, government and utilities, retail, and telecommunications. The company’s services include outsourcing call centers customer care, voice- and non-voice-based customer service, help desk support, medical transcription, billing and revenue cycle management, and more.

SPi Global has for eight consecutive years been included in the Global Services 100, a list of the world’s top 100 business and technology outsourcing services providers, according to Global Services Media, a publisher of outsourcing industry news and information.

The Voicent solution employed by SPi Global includes Voicent’s BroadcastByPhone auto dialer, IVR Studio and Voicent’s Call Center Manager with built-in CRM. The solution enables SPi Global to efficiently make an enormous volume of telephone calls over its 400-channel system.

Erlyn Lim Delos Santos, IT Project Officer for SPi Global: “We make more than a million calls a month using Voicent's auto dialing system. In order to make those calls as efficiently as possible, we needed a software solution to distinguish between live calls and calls that no one picks up.

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doral chooses voicent for new ivr system

Project will automate Building Department's management of inspections and permits

Mountain View, CA, February 3, 2014-- The City of Doral, Florida, has chosen Voicent Communications to provide an Interactive Voice Response (IVR) system to manage communication for the rapidly growing city’s building department. The selection was made after a review of competitive bids and proposals.

Though little more than a decade old, the City of Doral has become a highly sought business location and, thanks to its natural beauty and resort-like lifestyle, frequently appears at the top of “Best American Places to Live” lists.

The city’s dynamic growth and innovative approach to government led officials to seek a way to automate the management of the department’s inspection schedule and permit processes.

Currently, more than 40 percent of daily requests to schedule or cancel inspections, obtain inspection results or ascertain the status of permits, is being handled through the department’s voice mail system. This is inconvenient and time-consuming for both departmental staff and the department’s customers.

The new system will enable customers to easily schedule or cancel inspections or learn the status of their permit applications through a self-serve system activated by voice recognition technology and dual-tone multi-frequency signaling (DTMF), better known as Touch-Tone. This automation will significantly reduce the number of phone calls handled by office staff while improving customer service.

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snap integration of crm paves way for voip

Built-in connection set-ups provided for Salesforce.com, SugarCRM and Zoho CRM

Mountain View, CA, November 11, 2013--  For some businesses, the cost-savings and efficiency advantages of VoIP-based business communication are blocked by existing Customer Relationship Management systems that can't even be temporarily taken offline, much less permanently left behind for a new business phone system.

For these businesses, the information their CRM systems contain and the key business processes they support are simply too valuable or costly to disrupt.

With the knowledge that concerns about legacy CRM systems may be preventing some prospective customers from considering new VoIP call centers or automated communication tools, Voicent Communications set out to streamline integration of the most popular CRM systems available.

It achieved just that with its latest software release, which provides built-in connection set-ups for three of the most popular Customer Relationship Management applications available.

Although the open-source architecture of Voicent’s VoIP Call Center solutions and auto- and predictive dialing tools have always allowed easy integration with third party business applications, the company took extra steps to speed and simplify integration with three of the most popular CRM systems available—Salesforce.com, SugarCRM and Zoho CRM.

According to Voicent Marketing Director Jerry Scharf, Voicent software can be integrated with virtually any business application, but CRM systems were especially important to address. (Click these links to see just how easy it is to integrate Salesforce.com, SugarCRM or Zoho CRM with Voicent).

“We recognized how sensitive businesses are to change or even brief interruptions to their CRM connections,” Scharf said. “The information access CRMs provide and the familiar processes they involve simply can’t be interrupted without severely affecting business performance.  That’s why Voicent made sure that its VoIP Call Center, auto- and predictive-dialing tools offer extremely easy integration with these critical business applications,” he added.

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Voicent adds easy integration with zoho crm

Enables dramatic efficiency gains in sales, marketing and customer service

Mountain View, CA, November 10, 2013-- Voicent Communications announced today that its latest software release enables full integration with the ultra affordable Customer Relationship Management application Zoho CRM.

According to Voicent Marketing Director Jerry Scharf, Voicent software can be integrated with virtually any business application, but Zoho is one of three CRM software vendors for which Voicent developed especially easy integration steps.

“We recognize that CRM software becomes the life blood of a business,” Scharf said. “The information access CRMs provide and the familiar processes they involve simply can’t be interrupted without severely affecting business performance.  That’s why Voicent made sure that its VoIP Call Center, auto- and predictive-dialing tools offer extremely easy integration with these critical business applications.”

Voicent offers especially easy integration for the world’s most popular cloud-based CRM tool, Salesforce CRM; as well as the fastest-growing tool, Sugar CRM.

Zoho CRM is both popular and fast-growing, but also provides exceptional affordability.  Professional versions of its software are available for as low as $12 per month per user.

Zoho CRM is one of more than 25 award-winning business applications developed by Zoho Corporation, a privately-held  company with headquarter facilities in Pleasanton, CA, Austin, TX, Chennai, India, Yokohama, Japan and Beijing, China.   The company has about 6 million customers worldwide.

Voicent’s new 9.0.4 release enables users of its automated and predictive dialing and other call center tools to set up local and remote connections to their Zoho CRM in minutes. .(Click here to see just how easy it is to integrate Zoho CRM with Voicent).

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Voicent fully integrates with sugar crm

Enables dramatic efficiency gains in sales, marketing and customer service

Mountain View, CA, November 9, 2013-- Voicent Communications announced today that its latest software release enables full integration with SugarCRM, the world’s fastest-growing cloud-based Customer Relationship Management (CRM) application.

Founded in 2004, SugarCRM has racked up numerous awards for CRM market leadership from CRM Magazine, TMCnet, Silicon Valley Innovation Summit, InfoWorld and others. The company has headquarters in Cupertino, California; Munich, Germany and Sydney, Australia. The company has customers from a wide variety of industries and institutions including Education, Financial, Government, Healthcare, High-Tech, Insurance, Manufacturing, Media, Non-Profit, Real Estate, Retail, Shipping, Telecommunications and more.

Voicent’s new 9.0.4 release enables users of its automated and predictive dialing and other call center tools to set up local and remote connections to their SugarCRM in minutes.  Once set up, Voicent will automatically capture and upload call notes and other information to the customer’s contact page on Salesforce.com.  If the caller is new, Voicent will automatically create a new contact entry that can be saved to the CRM database.(Click here to see just how easy it is to integrate SugarCRM with Voicent)

The CRM integration ties neatly to Voicent’s Agent Dashboard, which displays efficiency-enhancing information on the desktop of agents—whether they are centrally or remotely located.  Each time Voicent’s automated or predictive dialing tools connect to a live person answering, Voicent instantly retrieves and displays CRM information about the person on the desktop of the agent handling the call.

 

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Voicent fully integrates with salesforce.com crm

Enables dramatic efficiency gains in sales, marketing and customer service

MOUNTAIN VIEW, CA, October 28, 2013 -- Voicent Communications announced today that its latest software release enables full integration with Salesforce.com’s flagship Customer Relationship Management (CRM) application.

With more than 100,000 customers worldwide, Salesforce.com has become the world leader in cloud-based sales and CRM tools. Voicent’s new 9.0.4 release enables users of its automated and predictive dialing and other call center tools to set up local and remote connections to their Salesforce.com CRM in minutes.

Once set up, Voicent will automatically capture and upload call notes and other information to the customer’s contact page on Salesforce.com. If the caller is new, Voicent will automatically create a new contact entry that can be saved to the CRM database.

The CRM integration ties neatly to Voicent’s Agent Dashboard, which displays efficiency-enhancing information on the desktop of agents—whether they are centrally or remotely located. Each time Voicent’s automated or predictive dialing tools connect to a live person answering, Voicent instantly retrieves and displays information about the person on the desktop of the agent handling the call.

In-bound calls to a Call Center similarly prompt the display of customer information to the agent handling the call. As a result, agents will have critical information about the caller’s preferences, buying history and other information to aid sales efforts and provide exceptional customer service.

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Voicent's version 9 release connects agents like never before

Enhanced Agent CRM Dashboard boosts efficiency and organizational intelligence

MOUNTAIN VIEW, CA; Aug 12, 2013 -- Voicent Communications announced today a new release of its popular software that offers comprehensive integration of sales tools into a unified, customizable and easy-to-use Agent Dashboard.

The new dashboard--provided in Voicent's 9.0 release--enables even remotely located agents to instantly access Customer Relationship Management (CRM) data, click-to-call capabilities, SMS text messaging, click-to-email capabilities, and more.

Trial versions of the new software is now available on Voicent's website (www.voicent.com/download/).

Although Voicent offers a fully-integrated CRM tool of its own, the new release provides unprecedented integration of Voicent's broadcast messaging and Call center management tools with third-party, cloud-based CRM applications.

From the new dashboard, agents are able to manage CRM tasks including opt-out requests for specific contact formats such as email, SMS, and telephone, ensuring that customers are contacted in the manner they prefer. The dashboard also provides easy access to notes, call scheduling and other capabilities.

"Voicent’s new Agent Dashboard provides immediate access to the kind of information that helps close sales, or dramatically improve customer satisfaction ratings,” said Jerry Scharf, Voicent’s Director of marketing. 

The new Agent Dashboards provide role-based controls that can limit agent access to specific customer records and activities based on an agent's responsibilities and expertise.

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VOICENT offers subscription service for call center suites

Targeted, flexible product packages available on-demand as alternative to hosting services

Mountain View, CA, May 1, 2013: Voicent Communications announced today that its targeted Call Center product suites are now available through an on-demand subscription service.

The subscription service is part of Voicent’s innovative, managed alternative to Call Center hosting.
Using Voicent’s managed approach to Call Center sourcing, customers enjoy higher security and more control over valuable data, while paying substantially less than the cost of hosting service fees.

Voicent Communication aimed for the same kind of sophistication in its highly affordable call center business software. The company’s latest software release includes an automated Customer Relationship Management tool specifically designed for call centers.

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VOICENT's call center crm automates to ensure value

Affordable Call Center solution matches costly enterprise software

MOUNTAIN VIEW, CA; February 23, 2013 -- The value of Customer Relationship Management (CRM) tools is without question. Increasing your understanding of your customers and prospects greatly increases your ability to meet or exceed their expectations and to keep their satisfaction levels high.

That is, so long as your staff actually uses your CRM tool.

And that, as scores of analysts and technology journalists have long reported, is a major flaw in CRM solutions that require hands-on action by employees. When people get busy, the extra work required by the CRM tool is frequently dropped. Many reports put resulting information losses as typically 40 percent or more as customer contact details fail to make it into customer records, and thus, severely limit the quality of the customer understanding the tool is supposed to be providing.

In many cases, expensive CRM tools are never really adopted by staff and wind-up joining the closet full of once-promising software that ends as unused “shelfware.”

The solution, of course, was automation capabilities that dutifully collected and cataloged information about customers without adding to the work of existing staff.

Instead such automation, found in sophisticated and expensive enterprise tools such as Seibel or PeopleSoft, actually made life easier for staff by making important information about customers instantly available anytime the customer called or was contacted.

Voicent Communication aimed for the same kind of sophistication in its highly affordable call center business software. The company’s latest software release includes an automated Customer Relationship Management tool specifically designed for call centers.

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