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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.  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.



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