VICIdial Full Feature List

Hostcomm Dialler & Contact Centre Feature List

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.