AboutHostcomm CareersCase StudiesContactFREE 7 Day Dialler Trial
Hostcomm VICIdial Full Feature List

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

 Sign Up for a 7 Day FREE Trial Now

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

Disclaimer

VICIdial® is a registered trademark of the VICIdial Group. Hostcomm Limited is not associated with the VICIdial Group.


Connected by VOIP Communications

Trusted By

Shelter Case StudyHelplink Case StudyCETA Case StudyFirst Data Case StudyPharmacy2 U 2 Case Study