Call Center CRM by Voicent

Voicent's Call Center CRM is a powerful software tool for managing customer interactions in call centers or sales organizations.

Use it to:

  • Automatically track all customer interactions!
  • Inbound calls and SMS, outbound voice, text messaging or email campaigns--all activities are automatically saved to individual customer record.
  • Automatically save and manage Customer Opt-Out and Contact Preferences
  • Records customer opt-out selections for your auto dialing or predictive dialing campaigns; auto saves customer choices for preferred level of contact or mode of contact (phone, text, email, etc.) in IVR application when they call in.
  • Automatically display customer information to agents
  • Fully integrated with agent desktop software, Call Center CRM increases organizational intelligence and efficiency by automatically displaying customer information, such as contact and buying history, when a call is connected to an agent.
  • Intelligently, efficiently recognize callers and serve them accordingly
  • Automatically direct callers to the appropriate department, agent, Interactive Voice Recognition menu, recorded-message language, custom welcome message or however you'd like to personalize their experience when calling you.
  • Design and manage sales and marketing campaigns
  • Search customers and automatically create new outbound campaigns based on location, buying preferences, sales activity, purchasing history or other differentiation.

Call Center CRM is great for:

  • Helping organizations identify and better understand customer needs by keeping track of customer interactions and displaying them right at the point of future contact.
  • Providing a professional and credibility-enhancing contact experience for prospects and customers.
  • Designing and managing various marketing and sales campaigns by saving call status and customer choices (such as opt-out) automatically.
  • Serving customers better by automatically sharing customer contact information among different agents of an organization, increasing organizational intelligence and efficiency.

Key Features Of This Call Center CRM Software

  • Works seamlessly with Voicent's Agent Dialer predictive dialer, BroadcastByPhone auto-dialer, and IVR Studio Interactive Voice Response app designer.
  • Automatically keeps track of customer interactions by phone, text message, and email.
  • Automatically remembers opt-out selection and prevents calls to the opt-out phone numbers in the future.
  • Manages customer profile and contact history with customizable customer profile fields and display options.
  • Automatically displays customer information for both inbound and outbound calls when calls are connected to agents.
  • Lets you easily search customer lists and automatically create auto dialing and predictive dialing campaigns.
  • Easy to use - download and setup Call Center Manager in less than 5 minutes.

What do I need to use call center CRM?

  • A desktop or laptop computer with Windows 2000/2003/XP/2008/Vista/Windows 7/8 operating system.
  • Voicent Agent Dialer predictive dialing software, and/or BroadcastByPhone auto-dialer software, and/or IVR Studio, and/or Flex PBX software-based IP PBX system.

How to use Call Center CRM?

1. Simply install the Call Center CRM and enable it from the Voicent Gateway. Once enabled, it will run in the background to keep track of all interactions.

2. From the Call Center CRM program window, you can:

3. Create, edit, and search customer information.

4. Create outbound campaigns for BroadcastByPhone, AgentDialer, BroadcastBySMS, or BroadcastByEmail.

5. Import customer profile information.

It's absolutely free to download and try Voicent's Call Center software. You don't need a credit card or even to supply an email address to try it.

See also


Created by: mikezyla, Last modification: Wed 26 of Mar, 2014 (10:28 UTC) by agilecrm
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