VCCS

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.