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February 20, 2024

The Human Firewall: Strengthening Cybersecurity Habits

In the context of cyber security, a human firewall refers to the workforce of an organization that plays a significant role in protecting the digital frontier. The concept of a ‘human firewall’ is that employees of an organization have this collective sense of responsibility and cyber awareness to protect digital assets. A majority of cyber…

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August 3, 2017

Working Remotely Using VICIdial

With the flexibility of VICIdial, your agents can work from almost anywhere they want. As long as they have a computer, a phone or headset and they an internet connection, agents can work from a central call centre or even at home. We have customers that have hundreds of home-based agents all on the same…

August 3, 2017

Scheduled Call-backs On VICIdial: Anyone and Agent-Only

When it comes to customer support, you want a full solution that can help your reps minimize the call handling time and response time. This means you need to aim for a solution that offers a calling option, contact import, and export option along with a call back option. There are so…

August 3, 2017

VICIdial Integrated Call Recording

VICIdial comes with Full Featured Call Recording built in. With this, you are able to automatically record all call being received by the agents or allow the agents control over when they can start or stop recording calls. You can also record incoming calls as they come in to your system before they are redirected…

August 3, 2017

VICIdial Three-Way Calling within the Agent Screen

An agent can make a call to a third-party while he/she is on another phone call with a client in the agent screen and they can all conference together with the client the agent was talking to. This call to a third-party can be made with the current client live on the line or on…

August 3, 2017

Types of Outgoing Dialling in VICIdial

There are three main outbound dialling types in VICIdial, they are: Predictive, Broadcast and Agent-Controlled Dialling. 1. Predictive Dialling: this enables the system to calculate the amount of telephone calls it thinks it should make so as to keep the call agents occupied with phone calls and simultaneously stay below a specific limit of call…

August 3, 2017

Agent Ranking with Skills-Based Routing in VICIdial

When it comes to Agent Ranking and Skill-Based Routing, calls and emails can be forwarded to agents who have the ability to handle them effectively with the highest level of efficiency based on their skills. For instance, assume we have 3 agents working in the call center at ACME Corporation vending widgets. Tom, Dick and…

August 3, 2017

All You Need To Know About Vicidial

What is Vicidial? Vicidial is a dialler in which: agents log in, managers load some leads into it and then it makes calls to the leads so that the agents can communicate with them. When a phone call is picked up, Vicidial indicates the details of the lead (e.g. name and address) in a web…

August 3, 2017

Vicidial Training

Our Training Team consists of highly experienced call centre specialists with a minimum of a decade of practice working in Call Centres. Each of them has worked with several platforms and this gives us an opportunity to provide thorough and accurate training. Every course comes with a complete reference documentation for you to refer to…

August 3, 2017

Vicidial Support Packages

Vicidial Support – Hourly, Monthly and Premium We are dedicated to providing support for Vicidial 24/7. Our engineering team consistently monitors calls from our customer care centres in order to make the necessary changes for them. Because of that, our workforce is exceptionally skilled at identifying and fixing Vicidial problems. Whether you require help with…

August 3, 2017

Vicidial Servers Configuration

We have specifically configured our Vicidial Servers for optimal performance. We have racked up our servers in Manchester Science Park at the Melbourne Server Hosting which is right above the major internet hub of the North West. We utilize a Storage Area Network that is linked via VPN to another based in Stockport. This ensures…

August 3, 2017

Vicidial Hosting – Dedicated Data Storage and Hardware

Vicidial Hosting – Specialized Hosting + Premium Support Do you want to increase the productivity of your call centre? Are you worried that your leads are not being called as frequently as they should? Are you not able to see clearly what your sales people are doing and have lost the productivity of your business?…

August 3, 2017

Networking: How You Can Get It Right

How Important is Networking? Through the years, we have provided our services to several call centres. From our experience, there are two main underlying causes of problems; the quality of the internet connectivity and networking. Without a doubt, if you don’t take you time to properly plan for your networking, failure is imminent. Moreover, if…

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