VICIdial Full Feature List

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
• SMS campaign service
• Scheduled reports admin
• Payment IVR
• Advanced Call recording service
• Wallboard
• Advanced reporting
• Secure FTP upload
• Advanced scripting admin (TB started soon)
• PCI DSS Call recording redaction (Voicebase)
• Re-branding
• Voice Analytics
• Dashboard or bespoke reports

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.