VICIdial Full Feature List

Hostcomm Dialler & Contact Centre Feature List

Below is a full feature list for hosted dialler and hosted contact centre solution. Some of these features are only available to Hostcomm customers.

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.

Sign Up for a 7 Day Free Trial

Full Feature List

Administrative Features

Easy importing of calling lists through the Web, by API or scheduled by FTP.
Remote API control of agent screen functions.
System-wide, per-Campaign and Inbound DNC Lists.
Agent Audio Soundboards available.
Dozens of standard reports, which can be emailed out on a set schedule.
Quality Control module available.
16 languages available, or build your own language translations.
Definable Agent Wrap-up time per campaign.
Add custom call dispositions per campaign.
Agent phone login balancing and fail over across multiple VICIhost servers.
Several real-time and summary reports available.
Custom Music-On-Hold and agent alert sound for inbound calls.
Set user levels and permissions for certain features and campaigns.
Managers can listen-in on agent conversations.
Managers can enter conversations with agents and customers.
Managers can change the selected queues for an agent.
Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen.
Data import web-based API and export via Web Interface.
Separate Time-clock application to track user work time.
Web-based administration.
Multiple campaigns and lead-lists.
The admin web pages available in multiple languages.

Agent Features

The agent web application is available in multiple languages.
An agent can call clients in succession from a database through a web-client.
Display a script for the agent to read with fields like name, address, etc. filled-in.
Agent can take both inbound and outbound calls in one session(blended).
Start and stop recording an agent’s calls at any time.
Schedule a callback with a customer as either any-agent or agent-specific.
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).
Agents can select a Pause Code when they are not active.
Agents can control volume levels and mute themselves.
Agents can view the statuses of other agents on the system.
Agents can view details for calls in queue that the agent is selected to take calls from.
Agents can select and click to take calls in queue from their agent screen.
Agent shift enforcement by day and time, defined per user group.
Agent can view internal chat users activity.
Agent can view queue callers.
Integrated web-based agent phone included, requires no agent setup.

Live Chat Features

Chats between Operators and website visitors
Chat forwarding (to Operators and Groups)
Quality Assurance / Mentor Chats
Different Chat Invitation Styles
Group Chat Queue Line (with approx. waiting time and queue position)
Callback Service
Operator Chat Queue Line (with approx. waiting time and queue position)
Chat Priority Levels
Global Chat Archive
Email Chat Transcripts
Customization and Branding
Answer Suggestions / Quick Search Window
Typing Indicator (bi-directional)
Chat Opening Times / Schedule
Bi-directional file transfer
Email based Ticketing system
Configure as an inbound / Outbound email client
Database integration
Automatic preconfigured chat invites
Bot integration
Live view of chat, bot and web visitor sessions
Social Media integration
Onsite / Offsite chat
Multiple chat groups
Whisper mode
Translation real time
Custom input fields
Set up using simple web code snippet

Chatbot Features

Bot can handover to a human automatically when unsure
Unlimited bot deployments
Omnichannel - chat, email, webrtc click to call, buttons
Speech recognition through web browser
Speech to text
Social Media integration
Text to speech
Set up using simple web code snippet
Easy bit programming
Bot development services
Database integration
Integration with other bot code for eg a personality
Agent can manually take over a chatbot session seamlessly
Abuse / profanity monitoring
Bot can authenticate a web visitor and provide confidential information

Compliance Features

Option of a drop timer with safe-harbor message for Ofcom compliance
Variable drop call percentage when dialing predictively for Ofcom compliance
Call recording scanning / redaction
Send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
Ofcom compliance configuration settings
GDPR compliance
GDPR data removal ("right to forget")
PCI DSS compliant payment system integrated
TLS & VPN encryption of web access and phone connection

CRM Features

Screen pop client record on call connect
Click to dial from CRM
Select leads for auto-insert into contact centre
CDR details inserted into lead record
Control contact function using API
Trigger dialler functionality using workflow
Update CRM record from contact centre

Monitoring & Reporting

Real-time reports with “click-to-listen” to monitor agent phone calls
Web Wallboard with configuration interface
Advanced database reporting with real time updates
Connect to the database for 3rd party remote reporting
Live view of Chatbot conversations
Live view of web site visitors
Live view of chat sessions
PCI DSS security monitoring

Main Dialler Features

Predictive, progressive and preview dialling
Transfer calls with customer data to a closer/verifier
Autodial campaigns to start with a simple IVR then direct to agent
Park the customer with custom music per campaign
Set outbound CallerID per campaign or per list
Take inbound calls gathering CallerID
ACD for inbound and fronter/closer verification calls
Automatically dial unlimited alternate numbers per customer until you get an answer
Lead recycling
Dialling with custom Time Zone restrictions including per region and per day-of-the-week
Dialling with Answering Machine Detection, also playing a message for AM calls
System-wide and per-campaign DNC lists that can optionally be activated per campaign
3rd party conferencing (with DTMF macros and number presets)
3rd party blind call transfer
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
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
Inbound, Outbound and Blended call handling, also Inbound Email and Chat
Skills-based routing with agent ranking
Outbound agent-controlled, broadcast and predictive dialing
Scheduled Callbacks: Agent-Only and Anyone
Agents can work from almost any internet connected computer
Agent Scripting with customer data
External CRM Integration
Web-configurable IVRs and Voicemail boxes
Virtually limitless campaigns, lists, IVRs, inbound queues, DIDs, phone accounts, voicemail boxes, and user accounts
Zoiper Webphone is included
Push contact data when transferring a call to another agent or supervisor
Auto-generate call lists based on dropped inbound queued calls
Queue call back allowing callers to request an automatic call back retaining their place in the queue

Security Features

TLS encrypted phone registration
TLS encrypted web access
Firewall
IPSEC VPN
PCI DSS secure data environment available
SFTP data download
SSL web certificate
Security monitoring to PCI DSS standards

SMS Features

SMS campaign manager
Supports any SMS API
Auto SMS sending after agent disposition
Inbound and Outbound sending

System Features

Scalable to hundreds of logged in agents
Encrypted customer data handling available
Computer IP Address access restrictions for web resources
Call recordings automatically transferred to an external FTP site
DID, phone and carrier trunk provisioning through the web interface
Local, toll-free and international inbound phone numbers available
PBX features allow you to use the contact centre as your office PBX
Automatically record all calls
Use custom database queries in campaign dialing
Option to load balance calls across multiple inbound or outbound servers
Outbound calls sent to multiple carriers for resilience

Inbound Features

Set outbound CallerID per campaign or per list
Take inbound calls gathering CallerID
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
Inbound email handling through the agent web screen
Inbound, Outbound and Blended call handling, also Inbound Email and Chat
Skills-based routing with agent ranking
Scheduled Callbacks: Agent-Only and Anyone
Web-configurable IVRs and Voicemail boxes
Auto-generate call lists based on dropped inbound queued calls
Queue call back allowing callers to request an automatic call back retaining their place in the queue