Call Center Suite Webinar - Predictive Dialer, Auto Dialer, CRM, and IVR Studio

This video is a recording of the video demonstration given for BroadcastByPhone(Auto Dialer), Agent Dialer(Predictive Dialer), CRM(Call Center CRM), Call Center Manager, and IVR Studio. To learn more about these products, or to see pricing please visit: http://voicent.com/store/

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Closed Caption:

so for
well we do now to Tyler
to the agent daily which is a critic
your the
M and the
interactions throughout the whole
process
some
after each product
we have for any questions throughout the
video
and another thing that will try and
demonstrate for this
show
racin with Ojo CRM
place need
he's the voice in CRM for gun show how
we can integrate with different types
that's your arms out there
be a brief introduction on voice M
it's been a a tech telecom software
development come first company since
2001
you're located man he California
good-hearted a certain value
he developed are a reminder software
call center software
basic broadcasting software which can
quite cason text message
voice for phone email
diners so it's those intricate phone
systems banks using
in most large companies use to navigate
their phone systems
we offered designer tools for that so
those could be more tea tiered question
questionnaire type systems
actions like that
i buy it on it model so you can buy our
software in on it
that has the highest return on
investment and evolve the
dialer markets he sing
which should be priced competitively
with everyone else
to start
we're going to you most basic scenarios
in the beginning
so as we jump in we're gonna try n
demonstrate the most commonly use
scenario
with our software up
would be most often use this makes it a
lot easier
to you pre-screen your needs
and Mike are seeing here the years the
auto dialer can call somebody with a
prerecorded message
that if the person that called is
interested they can press want to
transfer
the neck in chancer can go to your cell
phone your desk phone
in a jeep group or somebody logged in
to you are
yes so something
we recommend makes our software lot more
capabilities are marked so
basically agent login
answer transfers and what we will be
using as this demonstration we're not
gonna transfer to
and a standard telephone
City the podcast iPhone software has a
spreadsheet style
feel to it
import a record correct
text CSV couple different formats
and when you import it
ask you for the name column you don't
have to have a name commerce of or
only needs the phone call to be held
next phone calls
you select the name column noticed the
first the road is not a real record it
actually the
import file headers you just check this
box
then I'll check I'll explain what this
is the ID years later
import this one
occurred now we have one naked imported
any is good
this campaign here
so
for example
on D
your phone call that goes out
are using a weapon our design team
into broadcast iPhone you have this
message designer
which is a it's a really straightforward
once you use it once it's really easy to
to customize your messages and fine tune
in here
and just a brief summarize
version at this is that this is way
design your message
one message for answering machine
in the only difference between human
message in answering machine
is the human can actually press some
think so the human message might be a
little different like for example you're
gonna
tell them what to press to do what 10th
an answering machine
AB you tell them to call back or
something like that
so we have our messages I'm here this is
using
computerized text to speech instead of
the appear accorded file
quota files are better there
more audible over the phone you can hear
them it's not in a computerized voice
which might
the you might be able to detect that to
keep your eyes Voice
to people are more likely to hang up
they know to computer added in a
an actual pre-recorded audiophile and
stuff like that
we're gonna tell it to press one to
transfer
the system transfer to in agent login
it all agents busy did that it can
secure
things like that and he don't wanna
transfer to an agent
logged in to you are agents offer here
testify telephone number
on our chances were just got a telephone
number
to transfer to any agent login
we insert the key
campaign sell its getting started we're
gonna select the message we design
but then I
now it's going out so
us this is the ID column it has a really
long
it. there that ID is the CRM to record
inches called press one
on its transferring
to be noted here in you
at the top right answer to reject it so
that
yeah I D E it was sent to this
now
have the is Ohio CRM record
instantly presented to us in addis
at all traded some broadcast I found so
if you have
leads inside a CRM system like this
you can export those leads into a
spreadsheet style format so you might
have three columns you might have 50
columns
doesn't matter how many cons in a unit
you have
we only need a founder designed them
phone number
think
utilize those leads in your existing he
ran to now
I go back to the agent s top here now
this is an actual web browser built in
when the call get connected your
immediately brought directly to their
CRM record
this can work similarly for Sugar CRM
Salesforce
zell lotta in Microsoft CRM so there's a
lot of different errands that the
software can work with with little or no
effort to get up and running
and disintegration is is usually covered
with our setup services
that people can purchase so if you don't
have your own developers
we can a in great your CRM system for
small fee
don't want use of you don't have an
existing crème
don't on you something that had are CRM
is directly
integrated with our software so it makes
it a lot easier
that Boise has more control over
everything since it's created by voice M
later in the video hook cover a little
bit what it can do
things like that let's the death
benefits are within everything
cover
hiya scripting on the right here we have
a very
Basic Script letting people know what to
say when they're connected on the phone
and I'll I'll cover how that was
actually designed
now
so this is basically a phone call
triggered from
our broadcast by phone we had
the custom-designed message here did the
phone call
on the comp making eight at the bottom
into designing I pressed want to
transfer
that transfer went directly to you de
stop here
and then now I can go ahead and released
this call
in the top right ahead
update this see on record as data
interested
release it
connected on call you have the anti
reject
abdi you hang up the call you have I
what we call it a wrap up time
to finish notes may be on change if Sam
record whatever you need to do
then once you release it you're no
longer busy
and you being an agent can potentially
receive more calls
that's kinda how it works is you get
connected
you can hang up in turn outs comments
do whatever you need in want to release
your back in eighteen group to receive
calls
so that was a pretty quick run down with
broadcast iPhone
having the pre-recorded message anybody
has any
black ass bigass phone specific
questions if anybody's curious about
text to speech pre-recorded audio files
anything it thing like that is that the
food at
ask a question and Hannah in pyrite the
chat
it now headed questions or
resume about it
here
it's as good
move on
part
I found to call people play a message
then they can pass one in a chance for
the engine said
things like that
you don't need a third party service
we actually recommend using the
integrated CRM
here so this on you can purchase this
from us or this this is actually
included in our
or the other day this week if you
purchase one of these monthly
subscriptions include everything so you
can get our CRM which is fully
integrated
solace offer everything words work
naturally
psych in a una covered a him second here
agent Tyler which is almost the exact
same as broadcast by phone
the only difference is that
detect the human so when this system
makes an uptown funk all
it finds a human or weakening we found
him in
were gonna send infamy to your
an agent login and the transfer
be almost instant nap is no
pre-screening the year
your agent center login again after
basically said the same thing over and
over again
rather than broadcast by phone playing a
message
and in a compressed wanna be interested
so those leads will be
have more substance to them but if
people hang up
if they think they're being called by a
over robot to those this benefit thing
court
in column
in the first rose
editor we checked that in the import the
same thing
as Brock at iPhone are
imported
the
you the same type of thing except
and I you can't do the dance you can
play an audio file but still gonna
transfer to agents right away
so it's good save this
won't start this up
this
%ah for this demonstration Zion covered
though the most commonly used in areas
says one cover any developer and more
than situations
results CRM but
hey in actually just use our CRM
directly
can answer this call up
them I detect my voice
all time and he saw there is only about
once actually pretty fast
and
this is the man jury this is where the
manager
who's trying to call centres gonna have
this running locally next to him
that's gonna let him in real time keep
track
is his drop rate ratio because FTC
largely happened maintain a
it special you can see in real time your
campaigns to progress
they're succeeding or feel rates in
even aids agents that it sticks so I
people who are idled busy wrapping up
you can whisper coach them to
see if they're if you if you're hiring
new
agents and they are not to say you could
whisper into the headset to them
say
sure
a lot of being here so like the other
time zone system
that adjusts the allow time frame
Cepek on them in the East Coast as it
ahead of some in the west coast
not to call them at 9 p.m. when you
wanted to call somebody
in the west coast at 6 p.m. so our
system can
compensate for time zones a look at the
area code
is agents here
there me
is what
what in eight
can modify so when you're when hiring
new people you might want to restrict
them access to our here and you might
wanna only let them
see details you might not want and
update them
here in you can get some pretty advanced
control over your CRM records
height everything from the user or you
can show everything to use your
you can show everything and restrict
them from
editing it or you can show them
everything
and get them for controlled updated
delete it
add new records and at night an in it
administrator so all have full access
go here gonna go ahead
inside this your record so this is ours
have
it's so hot here in which is here
are
the rampage which is tracked the
indicated
which at so this is the CRM directly
this is something else that your man
jerking happening on their computer
so they can have this running directly
in in this is what your agents
see so this year a little bit the same
thing just a little bit more restricted
to the
smaller
to it
nest Cup
categories
have agents update the to do not call
somebody said to me once
to say not be called anymore in check
that say changes in inside the CRM
the its me updated
and that kind to you a
you know if the commissioners was
changed real time taking
the business way cent
its and if we refresh the CRN
business within
abated crackling so that is actually
really easy a
to set up when you install a software
these two things are gonna work together
seamlessly
it's very easy and we recommend it and
it is priced effectively as well
from other advanced options are
here in is you can actually send text
messages directly from it
you can do other things like that I
don't have my modem
configured on mine test machine here he
could
any type that notification if your age
it was connected to some but not near
computer
couldn't read my email data their
smartphone
texting on it
message directly
on
can be called from here directly emails
from web sites
me
like the
earlier
it
your so that's that
down its coverage its the only
difference from
rocket on is Italia transfers instantly
broadcast iPhone kinda three screens
phone calls before they get transferred
he hasn't
questions about
to suffer at all
answers
actions between yeah man agent down here
if you want to use cell host & then you
will need to create it somehow
count in this example were showing use
other Syrian
in voy sincere my sincere and you don't
need to do anything
this is if you installed this year and
it will be turned on
by default you will get all these all
these controls here
young eater there
the pricing
capture you will have to have a account
for this to work with the Zohar
he planned anything with them
right so it's gotten talk a little bit
about something
or advanced features inside our CRM
and in the big
ends between at being a with the voice
in is
it's like I showed you said since its
created by voice in
we give you a lot more
things so this do not call system is
going to be
all
arced software so if you're using on
this web page up
if you're using any of this software on
this page any software k bye boy sent
time any of this software is going to
potentially cost a month
if this do not call is checked nurse cam
record
all over other software will directly
reflect that
and will not called now
in Soho CRM if you're maintaining your
opt-out list there
you might have to to do something a
little bit
extra to get that is ours
and like I showed you earlier you can
send text messages
do since we offer yeah for text
messaging services here
the men's which is a UMass
how found text message that system or
you can
create an IV our studio design which can
support math
in down text messages so he wanted to
receive text messages
but we also give your agents to control
to send text messages from the senate
this
Hughes
each benefit a car are dialysis at eat
I'm
you dial any phone number you have their
name in the phone in these two columns
I am record is instantly created
make it here instantly be created
if it doesn't exist
aids as you're dialing them they're
gonna be
inserted into the CRM instantly and then
if you're agents get connected here
there
if he noticed this window at the second
one to the bottom
your agents will have information that
the dial it does
so will have their name phone in the TAT
from from these columns here so this
information
is going to be center agents
as their CRM record being pulled up
instantly
so that's that's it's really easy
to get working when you install it all
those features will
will basically become enabled in it
should work
bond thinks so it's on
else that's also stored in sciences call
history so if you wanna do so
a CRM to keep track call history you
would have to do some action
immigration but RC RAM
this is automatically maintained
internally you don't have to do anything
basically gonna be done default
makes it really easy for you
so this CRM record here that we have
says he knows we have to do not call
checked can
like I said earlier that's gonna
directly reflect that
when he tried to call somebody at all
some agents needed schedule call backs
we actually integrated that directly
with our CRM
so each customer's at information
then be stored with the call back
so we have for call back integration
so that if you do need to you sacred new
compact like this
on for
30
on test now
area
ok
it's a talk later wouldn't say that here
can close that window
something else that your
act access to city notice here we have
the the call back
that was created its yellow they hasn't
expired yet
red means it's nobody called them green
means it's time
here
is going to go out to change modify
assigned to somebody else
they'll be able to see in real time all
a call back
being created
now was %uh last year and might not
offer the same
call back type system we might have to
do things a little bit different
you can Creek our backs from here as
well
water
view at you know control
to reassign absent agent's other ones
then
the all the key
created so this gives you a a little bit
the same tools that are manager gives
you
real control house and call center
open podcast iPhone
we have
designer this a cover
the participants questions a curious as
to how they can get
a column to be read
you're calling out so in the ID com we
have a really long
ID number and if you for example wanted
to you
reid et to the person over the phone
s
Street hello contact me
now this contact name box it's gonna
take
what's ever inside the name column input
that their
and using text to speech which is the
computer talking for you
it's going to be able to pronounce their
voice
Korea and I'll at least attempt to you
typeof collection system
you maybe want you say the telephone at
any moment may be there
they get here the bank that issued it
things like that
you can actually use that on the message
as you're calling out
nets there's no limit
day have twenty columns you can have
twenty columns
being used onion chopped on on call
then likely
year earlier any kanzi do you have will
be sent to the agent
mister using our are voicing dashboard
here
the agent dialer the pockets by phone
most that the CRM
and most the manager gonna be here
is our scripting so if you look on the
right there
were using a voicing created Basic
Script
it's just a quick mock-up to demonstrate
what it offers in
and Howard mmm how it works so when
you're
agents are connected need to know what
to say
and your constant hiring new people are
here just as
growing you don't have to train every
one of the time
this script is gonna that people just
kinda jumpin'
and his attempt to know what to say
is basically for voice in we might
receive a phone call and it might break
down into say sales support
the offer paid support services and free
support services
the once the aging Cana figure out
dissipate sport free sport
in ages can anarchy as they go
then the most common 3 supports in areas
are gonna be listed here in want the
agent finds appropriate category just
keeps following the structure
and tells them what task is well
so the script impeaching huge hit me
very small
depends on what your business needs then
after they asked this question again it
just keeps going down the street
tree structure
and if they can't tell them exactly what
same net wraps
up that every sport call the agent
might have been here for a few days it
doesn't Azimi
matter the script is can actually tell
them exactly
say
in this script gonna be actually traded
in our
are seem I've your studio
so like I said earlier that the an
outbound and inbound text messaging
systems
out down inbound phone calls scripts
all those things are going to be created
in SIPR
system
tically billion here's
also stripped eight ish
showed you was made in this industry
system near
teeth start using it
it's pretty straightforward it to
it easy and it makes more sense
this
lei Yu creating really fast
you can constantly change it updated
new sections that your business evolves
the thinking involved with it
it's very easy
for
work
is then an example
menu system
BC
in calls
the van step aside
or set here doing
found false you can design something
pretty advanced
like this or if you're receiving phone
calls you can do some pretty tense
things
90 as anybody
question
as over at the scripting system tight
your studio
the manager with this year metal
the bottom right here
it's over
so it's no question
ADM before we wrap up going to cover
some last features
ok the because it's manchu India
the sarin so some the other benefits
a your manager will have control it
so at the end of the campaign you can
wanna see the productivity of things
you wanna know I'll basically how your
business is
is growing or if they're not crying at
all you kneel to see that directly
if you're calling one state over
difference stay you wanna go up to now
where's the sweet spot
in reports in fact the time frame
you can get a full list at all campaigns
done
make my thinking of a small here
done in the past two days after this
this force system here
generating airport in this is all export
a plan to excel as well
so for the six samples this is the one
they did earlier the broadcast live on
web in our test
the the two tests that were done
one phone call resulted in ended and two
phone calls resulted in other status
codes
at the other is means that the agent can
didn't disposition it in say interested
not interested
this interested not
and how many people opt out
called so well
you have
I'm all this data and East despite our
to the populated mine
was a pretty basic tests are these
Patriots
that are blank don't have any call
results
so I Craig here we have five tests they
were
others
where yet hun
people opt out and then another one
where five people opted out
you're gonna see a difference there any
my wanna
rethink the campaign that has many more
opted opt-out users
min some other beaches as well
is eight airports cell
missing a key heat racquetball aging
activities
talk time lapse of time how long title
so this is gonna let your agent start
they needed
Anaheim 1 ploy is lower them play
workforce
readjust your campaign to get your
agents be more busy
may be needed double your phone lines
start calling more people
so for this ninety-three percent idle
time it's pretty
it's pretty high that's not that much
productively
which is good you want them you want him
talking as well as they can
this is gonna give you the ability to
see
once you have state 28 and 50 agents
still have all the pie charts here in
your filter
look at the statistics there Fri 21
respectively
midsummer the other
four-week wrap up with the demand year
be a custom agent fields own
RC
as has these preset fields here
& Poor's he ran up in Aaron
default comes with all these fields
except for
on cars yon hey did you hear about us
course
you can and any calling you want so
your business has some specific
being that they need to ask for the
people you're calling
fly now
a custom fields so we have we have these
three custom fields
big car
small columns
in can be searched by agents here
can find records
so that's good and search for my record
and found it I searched as the first
name
and me
on popular here so it's pretty it's
pretty straightforward
you can a
contact on people so we have like an
my contact here call backs voicemail
options
full control over their tearing areas
the audios voicemails
first Italian paper software we you have
an advanced
scripting system Turkey have developers
that
need something custom we have the
resources to do so
territory
the package
on auto dialer pick up your copy
recorded message
be covered the agent dialer it'll call
people
if it detects human they're transferred
in Sony recovered
and the cell host here in any voice in
CRM
three-week covered the cost in demand
year which is the
and basic control how severe
cost-cutting in a little bit at the
idea studio that pretty much wraps up
the demonstration now
anybody has any any questions at all
they can be
pricing outs of 4x anything like that
gary said
up one for what on System z is this
you can ask questions in a chat
did a system I you
I'm and we need to cancel your license
will be voided
in a thirty days but it's perfect for
getting it a fully-featured test
went down
it is installed all systems are seeing
together so in the event
that you want to use our CRM I manager
and our dialer
when you installed then they will all
work intuitively together
there's going to be a quick little setup
wizard that just asks you
two or three questions speech 814
it'll all work seamlessly
so this
call center demonstration so that
specific
good scenario was in demonstrated but
broadcast by phone hassen API
that lets things remotely in her
be triggered so if you needed now when
when your water lines are down and you
want to contact people
me or I if you do need to remotely
control it
you can actually remotely connect our
software in our sample would be perfect
for a water line down notification type
system
i win using the software all well
does want not natively be open together
we actually recommend having the voice
and dashboard
so the agent interface would be on one
computer
in in we recommend having the CRM
a separate computer but if you want to
just like I did on this demonstration
you can have all three running here
together so if you have three monitors
perfectly
so the sport for
is going to be. one fun sport among and
you'll get
the free upgrades and you'll get
continued email support
then also if you need to move your
occurring licensed
that's another computer that would be
covered as well
so when you buy this offer to own it
you're not there it's a one-time license
but
when you are occurring customer if you
have a support service then you can move
that license from one computer to
another
a separate license
%uh for the why
notification system if you wanted to
to remotely control it then you need the
Enterprise Edition
19 system if you want to you
manually notify your customers the
the professional 19 for somebody perfect
but the Enterprise Edition
E the one
year in upgrade that enterprise to get
the remote control features suck you're
at your home on your laptop
anyone to connect your work computer to
start the broadcast
the Enterprise Edition support that
Enterprise Edition also
lets you in the event they do want
develop an automated system
you would get full control to our API
which is a
document to hear then if you don't have
developers
you can have a voice and develop
something like that for
3 three
knowledge Mike that depending on the
scope a bit
interviewer in more advanced questions
or if you
have any comments concerns are or any
questions at all my contact information
may not be henry et Boise dot com any
me at for you 8716 0 567
extension 777
in the agent your login software here
used
to
answer transfers when you transfer to a
telephone number
the only thing you get is a caller ID
its retard for it and dashboard
need to login that we can keep track at
their data
as you folks
all sensors integrated we can we can
send the
the voice and dashboard more information
than we could to it
an hour telephone and then we definitely
can do customizations
on it a company's needs so depending on
the scope
customization but anything
can be downloaded like like I said
earlier we actually a for telecom and a
software development company so we can
do both
so far software doesn't support
something we have to software developers
that can add on to those features
or can it do you customize project
entirely
way
the telephone lines that our system can
use are going
you'd be any type of telephone lines
so let me go and pull up
some up
are
so he knows
here under set up voice in where spore
all these these are the most common
scenarios
we support VoIP which is recommended
you don't need phone lines everywhere we
can use an unlocked phone lines
so if your water district I'm assuming
you can have an unlocked phone lines
and and is just a little piece of
hardware made by Cisco the you need to
buy
in our software since our software runs
on a Windows computer
would be able to make phone calls out
that st. a device
attend
could notify everyone really fast you
could be a
10 people per minute
min 30 minuti
but many people with her with 10 online
system
mine
given a one-minute message the nikkei
committed to some as well in the emails
so if your customers wanted multiple
contact mediums
you coulda I don't
so new in the box
by phone sweet
now that three lines per user means when
you buy this
miss monthly service
if you three phones cell upon purchase
you can call three people at one time
you don't have to use all three
online but the
court three phone lines per subscription
so ps3 those
%um 9 phone line tho
i perfect then if you have any questions
on your current purchase their
and
aka my contact information the chat
you should only seen mine chat shantelle
the participants so feel free to ask any
questions if you have anything up
about this year and the manager or the
eight and Tyler you can
you can
open up a 3 broadcast backbones
each with one online or you can have one
broadcast my phone back in have three
phone lines
so if you had
to buy have
and three line system it would call
the three records at the exact same time
and then once its done with the one
start this one so what it basically
means
is you can only have three each
easy
if you wanna split it up on the podcast
page
so when you go to broadcast you can see
death to the options you can tell it use
no more than
then 1234
one said he wanted three broadcast by
phones with 19 each
then you gonna need to take this 21 on
each one
so that way each spreadsheet only uses
one of our minds
then you cannot are also you can you can
meet strict
each broadcast iPhone so if you have one
per
if you have one campaign for Spanish in
one for English
you can type all year
group so if the user group system you
could transfer everyone
this list to the Spanish group
agent specifically said he have agents
are getting
and rainy
I'm job
you can't answer it agents specifically
in each campaign as well
if you need here to do multiple
campaigns the same time
it's been a couple more minutes left
into next week we're going to have are
me
now will be
or
automated reminder
systems at that so many interesting and
sign up I'm not page
the next one
concerned gone and right now I'm gonna
me my contact information again
me feedback comments questions or
concerns
and
through Ferrone part participating you
have a great day