VCCS Telecom

Features and Capabilities

The agent interface is an interactive set of web pages that work through a web browser to give real-time information and functionality with nothing more than an internet browser on the client computer.

The manager interface is also web-based and offers the ability to view many real-time and summary reports as well as many detailed campaign and agent options and settings.

VICIdial® can function as an ACD for inbound calls or for Closer calls coming from outbound fronters and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone.

Agent Side:

• Ability to display a script for the agent to read with pre-filled fields
• Ability to open a custom web page with user data from the call, per campaign
• Utilize both inbound and outbound calls in one session (blended)
• Manually or automatically call upto two other customer numbers for same lead
• Schedule callbacks for any-agent or agent-specific
• Manual dial mode allows previewing of leads before dialing
• Remote agents can log in anywhere with just a phone and a web browser
• Faster hangup and dispositioning of calls with one key press (HotKeys)
• Ability for agents to select a Pause Code when they are not active
• Web based control of volume levels and mute capability
• Agent interface available in 9 different languages!

Manager Side:

• Ability to set a campaign to auto-dial and send live calls to available agents
• Ability to dial predictively in a campaign with an adaptive dialing algorithm
• Ability to transfer customer calls/data to a closer on the local system or a remote server
• Ability to open a custom web page with user data from the call, per campaign
• Ability to start and stop recording an agent's calls at any time
• Ability to automatically record all calls
• Skills-based ranking and call routing per inbound group and campaign
• Ability to set user levels and permissions for certain features and campaigns
• Ability for managers to listen-in on agent conversations
• Ability for managers to enter conversations with agents and customers
• Web-based administration
• Admin web pages available in English, Spanish, Greek and German

System Wide Features:

• Definable Agent Wrapup-time per campaign
• Custom call dispositions per campaign
• Custom database queries in campaign dialing
• Recycling of Busy calls at a specified interval without resetting a list
• Dialing with custom TimeZone restrictions including per state and per day-of-the-week
• Dialing with Answering Machine Detection, also playing a message for AM calls
• Multiple campaigns and lead-lists are possible
• Option of a drop timer with safe-harbor message for FTC compliance
• Variable drop call percentage when dialing predictively for FTC compliance
• Internal DNC list can optionally be activated per campaign
• Several real-time and summary reports available
• Real-time campaign display screens
• 3rd party conferencing (with DTMF macros and number presets)
• 3rd party blind call transfer
• 3rd party conferencing with agent drop-off
• Custom Music-On-Hold and agent alert sound for inbound calls
• Ability to autodial campaigns to start with a simple IVR then direct to agent
• Ability to broadcast dial to customers with a pre-recorded message
• Ability to park the customer with custom music per campaign
• Ability to send a dropped call to a voicemail box per campaign if no agent is available
• Ability to set outbound CallerID per campaign
• Ability to take inbound calls grabbing CallerID
• Ability to function as an ACD for inbound and fronter/closer verification call

VICIdial® is a registered trademark of VICIdial Group. Features courtesy of the Vicidal Group.