vicidial Call Center Features PDF Print E-mail

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 vicidial® 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.

 

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