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Call Center CRM Features

Voicent CRM

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CRM Guide

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  • CRM Records
    • Store Everything in One Place
    • Assign Contacts To Agents
    • Categorize Leads and Prioritize Customers
    • Record Potentials, Amounts, and Deals
    • Call Disposition Automatically Updated During Campaigns
      • Contacted
      • Live Answer
      • Contact Attempted
      • Contact Later
      • Machine Answer
      • Line Busy
    • View, Edit, and Add Notes to Be Seen By All Agents
    • Record Contact Information (Multiple phones, names, business, address, etc)
    • View Contact Engagement History
      • Tracks Phone Calls
      • Tracks Website Visits and Filled Forms
      • Records Email Correspondence
      • Records Text/SMS Correspondence
    • Automatically Manage Contact Preferences
      • Do Not Call
      • Do Not Email
      • Automatic Opt Out Management
      • Preferences Saved Automatically During Campaigns
    • Link to potentials and organizations
    • Create Custom CRM Fields
    • Social Media Engagement: Link to Customer's Social Accounts
    • Upload Attachments, Price Quotes, and Documents
    • Link Multiple Contacts to an Organization
    • Easy Point and Click to Edit
    • Schedule Follow Ups and Automatic Reminders for Follow Ups
    • Click to Dial Phone Number
    • Click to send email to email address
    • Automatic Milestone Tracking and Updates
    • Set Milestone for Customer Manually
    • View Customer Journey Map for Individual Customers
  • Manage Contacts
    • Unlimited Contacts
    • Custom Column Displays
    • Save Views
      • My Contacts
      • All Contacts
      • Updated Past 7 Days
      • Updated Past 30 Days
      • Sort By Assigned Agent
    • Add, Edit, Delete Contacts
    • Easy to Use CRM Import Wizard
      • Import any .csv file
      • Record imported file name for all contacts
      • Specify and save custom CRM fields during import
      • Pause, Cancel, Resume Import
    • Mass Update Search Group
    • Mass Delete Search Group
    • Advanced Search
    • Save Search Results
    • Save Search Filters
    • Create Contact Lists for Campaigns
    • Create Custom Fields
    • Search Custom Fields
    • Sort By Fields and Custom Fields
    • Save Groups for Campaign lists, Email lists, etc
  • CRM and Campaigns
    • Power Dial CRM Contacts
    • Auto Dial Contacts
    • Progressive Dial Contacts
    • Preview Dial
    • Predictive Dial
    • Email Marketing and Dripping
    • SMS Marketing
    • Seamless Dialer Software Plug N Play
    • Inbound PBX Software Plug N Play
    • Automatic Opt Out Management
    • Automatic Call Status Management
    • Create Campaigns from Contact Lists
    • Create Contact Lists from Advanced Search
    • Create Contact Lists from Campaign Results
    • View Contact Lists
    • Unlimited Contact Lists
    • Create Contact Subgroups
    • Public and Private Contact Lists
    • Inbound IVR
    • Outbound IVR
    • Phone Surveys
    • Text/SMS Surveys
    • Inbound Call Center
    • Outbound Call Center
    • Blended Call Center
    • Customize Caller Experience based on Customer Category
  • Potentials
    • Record Sales Pipeline Stage
    • Record Amount Closed
    • Automatic Revenue Calculation
    • Link to Organization
    • Link to Contact
    • Record Lead Source
    • Record Campaign Source
    • Record Closing Date
    • Track Start to Finish Date
    • Record Sales Conversion Duration
    • Assign to Agents
    • Manage Potentials with Point and Click
    • Import Potentials with Wizard
    • Import Custom Potential CRM Fields
    • Search Potentials
    • Save Advanced Search Filters
    • Save Potential Groups for Campaigns and organization
    • Schedule Follow Up Reminders for Agents
    • Upload Attachments, Quotes, and Other Documents
    • Sort by CRM Fields
    • Sales Pipeline Tracking
    • Sales Duration Tracking
    • Track Closed Deals across Industries
    • Track Closed Deals by Agent
  • 360 Degree Activity Tracking
    • Track Daily Web Leads
      • Track Website Visitors
      • Generate Web Lead Capture Forms
      • Track Website Landing Pages
      • Track Download, Sign Ups, Subscribe
    • Track Daily Phone Leads
    • Record Daily Incoming Calls
    • Record Daily Outbound Calls
    • Track Texts
    • Track Emails
    • Track Multiple Landing Pages
    • Generate Historical Reports
    • Track Workflow, Progress, and Triggers
    • Record Daily Sales Amounts
    • Track Potential Deals and Amounts
    • Instant Leaderboard Update
    • Specify Time and Date Range
    • Visual Sales Activity Chart
    • Visual Leads Activity Chart
    • Top 5 Web Forms Daily Activity Chart
    • Daily Campaigns Activity Chart
    • Daily Workflow Activity Chart
    • Click to View Call Logs
    • Click to View List of Daily Sales
  • Workflow Automation
    • Create Behavior-based Triggers
    • unlimited Triggers
    • Automatically Change CRM Information
    • Send Automatic Emails
    • Automatically Schedule Follow Up
    • Trigger Text Messages To Agents
    • Speed Up Business to Customer Communication
    • Automate Communication to Employees
    • Define Custom Milestones
    • Define Progress Using Milestones
    • Use IVR Studio to Define and Deploy Advanced Workflow Processes
    • Easy to Use API
    • Marketing Automation
    • Sales Automation
    • Create Unlimited Workflow Triggers with Point and Click
  • Organizations
    • Assign Multiple Contacts to Organization
    • Categorize Organizations and Prioritize
    • Organization Rating
    • Track Potentials Associated with Organization
    • Record Contact Preferences
    • Assign Organizations to Agent
    • Search Organizations
    • Create Organization Groups
    • Create, View, Edit Notes for All Agents
    • Record Organization Industry
    • Link to Parent Organization
    • Create New Organizations With A Click
    • Upload Attachments: Documents, Quotes, Forms
    • Add More Contacts With A Single Click
    • Save Organization Information (SIC, Ticker Symbol, Employees, Website, etc)
  • Customer Journey
    • Customize and Automate Your Business Processes
    • Build Customer Journey Paths with Milestone
    • Unlimited Milestones
    • Trigger Multiple Actions
    • Specify Different Customer Journeys
    • Visual Progress Map
    • Define Milestones with Easy to Use Point and Click
    • Define Progress with Easy to Use Point and Click
    • Get Workflow Reports
    • Unlimited Milestones
    • Specify Customer Conditions for Trigger to act
    • Send Automatic Alerts to Agents
    • Reuse Milestones for Progress Definitions
    • Get Journey Reports
    • Email Drips Based on Customer Reaching Milestones
    • Get Daily Customer Milestone Summaries
    • Schedule Follow Up Calls for Agents Automatically when Milestones are Reached
    • Specify Customer Conditions
    • View Individual Customer Journey
    • See Milestone Durations and Timing for Individual Customer
    • See Average Milestone Durations and Average Conversion Times
    • Edit Workflow With Point and Click Ease
    • View Running Instances of Workflow
    • Suspend and Resume Workflow Triggers
    • View Individual Customer Journeys
    • View Customer Journey Paths
    • Manually Set Milestones for CRM Record
    • Mass Update Milestones for Search Results
    • Milestone Reached: Automatic Progress Detection
  • Website Integration
    • Landing Page Tracking
    • Add Unlimited Landing Pages to Be Tracked
    • Track Website Forms
    • Automatically Capture Web Leads
    • Automatically Generate Javascript to Embed in Landing Page for Tracking
    • Automatically Assign Landing Page leads to Agents and Pipeline Stage
  • Web Forms
    • Unlimited Web Forms
    • Create Web Forms with Point and Click
    • Use Custom CRM Fields and Categories
    • Automatically Generate HTML Source of Web Forms
    • Connect Web Forms with CRM Fields
    • Forward Web Forms to Custom Web Page
    • Output style in Boostrap Format or Table Format
    • Preview Styles
    • Assign Web Leads to Agents and Pipeline Stage
  • Contact Record Customization
    • Up To 20 Custom CRM Fields with Varied Character Lengths
    • Create Custom CRM Fields with Pre-set Values
    • Edit CRM Field Names
    • Add Demographic Information for Contacts
    • CRM Screen Popup
    • Edit, Add, Delete Pipeline Stages
    • Set Different IVR Apps to Answer Calls Based on Customer Category
    • Create Custom Buttons for CRM Contact Page
    • Customize Field Visibilities in Display
  • Agent Management
    • Add, Edit, Delete Agents with Point and Click
    • Assign Agents Extensions and Caller ID
    • Assign Roles and Job Titles to Agents
    • Categorize Agents into Departments
    • Create Agent Log in Name and Password from Admin Account
    • Create Roles and Access Rules with Read/Write Permissions
    • Set Role-based Access for Agents
    • Create Custom Agent Categories
    • Add Demographic Information for Agents
    • Assign Agents to Managers for Voicent Call Center Manager Software
    • Custom Agent fields, names, display
  • Email Integration
    • Connect SMTP Accounts
    • Connect POP3 Accounts
    • Use SSL Option
    • Use Authentication Option
    • Set Email Signature for Email Accounts
    • Create Email Accounts with Point and Click Ease
    • Add Unlimited Email Accounts
  • Reports
    • Comprehensive CRM Data Reports
    • Automatically Generated Charts and Tables
    • Specify Date and Time Range
    • View Historical and Real-time Reports
    • Generate Visual Charts Automatically
    • Account and Organization Reports
      • Accounts By Industry
      • Key Accounts
    • Sales Metrics Reports
      • Lead Conversion Across Lead Sources
      • Lead Conversion Across Industries
      • Lead Conversion Across Agents
      • Overall Sales Duration across Lead Sources
      • Overall Sales Duration across Potential Type
      • Sales Cycle Duration across Agents
    • Lead Reports
      • Leads by Industry
      • Leads by Ownership
      • Leads by Source
      • Leads by Status
      • This Month's Leads
      • This Year's Leads
    • Potential Reports
      • Sales Funnel
      • Open Potentials
      • Closed Potentials
      • Pipeline by Probability
      • Pipeline by Stage
      • Pipeline by Type
      • Sales by Lead Source
      • Salesperson's Performance Report
      • Campaign Report
      • This Year's Sales Report
      • Potentials Closing by This Month
    • Activity Reports
      • Today's Calls
      • Tasks and Events
    • Agent Reports
      • Agent Activity Reports
    • Generate Data Tables Automatically
    • View Real-time Campaign Reports
    • View Real-time Agent Activity Reports (with Call Center Manager Software)
    • View Call Drop Rate Reports