Hostcomm Dialler & Contact Centre Feature List

Below is a full feature list for hosted dialler and hosted contact centre solution. It begins with a list of bespoke features that are only available to Hostcomm customers and the list of standard features of the VICIdial® platform.
Find out about all the element that make the Hostcomm Dialler & Contact Centre solution unique, including security, dedicated servers and Hostcomm's inhouse support. The Hostcomm Solution.
Hostcomm Additional Feature List
- Call recording with advanced search facilities
- Improved agent interface - we have taken the standard VICIdial® interface to a new level.
- Activity wallboards - we have a suite of realtime wallboards to keep you and your team up to date on your campaign performance.
- Payment IVR - allows your agents to take card payments while maintaining the call with the customer.
- PCI DSS compliance - we currently in the process of obtaining full PCI DSS compliance for our payment services, in order to provide your customers with full security.
- Custom reporting - in additional to realtime monitoring we offer a range of custom reports which
- SMS text campaigns - set up and run an SMS campaign to follow up on a call. Choose your SMS provider and we will set up your campaign, as well as monitoring and reporting.
- Web RTC multichannel plug-in - add this plug-in on to your website and you can connect your contact centre directly with website visitors. They will be able to contact you by phone, web chat or video.
- Rebranding - you can rebrand your interface. Add a logo or your choice of colours to make it your own.
- CRM integration - we can integrate your Dialler to the CRM in order to make your dialler even more and will allow you to "click to dial" from your customer records.
VICIdial® Basic Full Feature List
VICIdial offers you the ability to:
- Ability for an agent to call clients in succession from a database through a web-based screen
- Display a script for the agent to read with fields like name, address, etc. filled-in
- Set a campaign to auto-dial and send live calls to available agents
- Dial predictively in a campaign with an adaptive dialing algorithm
- Dial on a single campaign across multiple VICIdial® dialers, or multiple campaigns on a single dialer
- Transfer calls with customer data to a closer/verifier
- Open a custom web page with user data from the call, per campaign, per In-Group, or per list
- Autodial campaigns to start with a simple IVR then direct to agent
- Broadcast dial to customers with a pre-recorded message
- Park the customer with custom music per campaign
- Send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
- Set outbound CallerID per campaign or per list
- Take inbound calls gathering CallerID
- Function as an ACD for inbound and fronter/closer verification calls
- Have an agent take both inbound and outbound calls in one session(blended)
- Start and stop recording an agent’s calls at any time
- Automatically record all calls
- Manually or automatically call up to two other customer numbers for the same lead
- Automatically dial unlimited alternate numbers per customer until you get an answer
- Schedule a callback with a customer as either any-agent or agent-specific
- Manually dial mode to preview leads before dialing
- Agents can be logged from anywhere with just a phone, web browser, and an internet connection
- Faster hangup and dispositioning of calls with one key press (HotKeys)
- Definable Agent Wrap-up time per campaign
- Add custom call dispositions per campaign
- Ability to use custom database queries in campaign dialing
- Recycle of specified status calls at a specified interval without resetting a list
- Dial with custom Time Zone restrictions including per state and per day-of-the-week
- Dial with Answering Machine Detection, also playing a message for AM calls
- Create multiple campaigns and lead-lists
- Set up a drop timer with safe-harbor message for FTC compliance
- Calculate variable drop call percentage when dialing predictively for FTC compliance
- Offer system-wide and per-campaign DNC lists that can optionally be activated per campaign
- All calls are logged and statuses of calls are logged as well as agent time breakdowns
- Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
- Agent phone login balancing and fail over across multiple VICIdial® servers
- 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
- Estimated hold time, place in line, overflow queues and several other inbound-only features
- Skills-based ranking and call routing per inbound group(queues) and campaign
- Queue Prioritization per campaign and inbound group
- Provide single agent call queuing
- Set user levels and permissions for certain features and campaigns
It also offers ability for:
- Managers to listen-in on agent conversations
- Managers to enter conversations with agents and customers
- Managers to change the selected queues for an agent
- Agents to select a Pause Code when they are not active
- Agents to control volume levels and mute themselves
- Agents to view the statuses of other agents on the system
- Agents to view details for calls in queue that the agent is selected to take calls from
- Agents to select and click to take calls in queue from their agent screen
- Shift enforcement by day and time, defined per user group
- Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
- Lead import web-based API
- Web-based data export utilities
- Separate Time-clock application to track user work time
- Web-based administration
- DID, phone and carrier trunk provisioning through the web interface
- Inbound email handling through the agent web screen
- Chat with customers from a website through the agent web screen
- Chat with managers and other agents in the agent web screen
- The agent web application is available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese, Brazilian Portuguese, Slovak, Russian, Dutch, Swedish, Traditional Chinese and Japanese.
- The admin web pages available in English, Spanish, Greek, German, Italian, French and Brazilian Portuguese.
Disclaimer
VICIdial® is a registered trademark of the VICIdial Group. Hostcomm Limited is not associated with the VICIdial Group.