VICIDIAL: Call Centre Dialer Software

Our dialler server guarantees comfortable handling of at least 25 agents and at least 80 telco lines. Furthermore, you will possibly be able to handle more than that, depending on the kind of call handling that you do.

The instant you outgrow one server; we will softly add an extra server so that you can have more capacity. Some of our customers have grown from just one server with only 5 agents, to 3 servers with about 75 agents, all these operating as a single VICIdial system.

You can also add or remove the capacity whenever necessary. Thus, if you have seasonal demand spikes, we can provide you with extra servers for one or two months then take them off for the remainder of the year.

To have more details about the guarantees of our services, please contact us to speak with a specialist.

Audio Soundboards enable a human agent to play only some selected recordings of audio, like contractual or legal disclaimers. Moreover, soundboard setups that are much more complex, they can substitute an agent speaking to a client completely. We have successfully tested the control of the Audio Soundboard in VICIdial with more than one hundred recordings of audio.

Agent Soundboards have been utilised globally in call centres for some years. Apart from that, the technology that VICIdial uses to play some carefully chosen audio files within an agent’s session has also been in use for quite a few years via the D1-DIAL in the agent interface, however, only some audio files were selectable and easily playable. Thus, in order to increase the number of audio files that could be displayed in the agent’s script tab or in a new pop-up window and played quickly and also to enable instant stopping or restarting of an audio file that is being played, new agent and administrative interfaces and server-side modules had to be created. All these features can be found in VICIdial’s new Audio Soundboards.

Note: This latest VICIdial module can only be used by clients of the VICIhost hosted contact centre solution due to the specific requirements that it needs for optimal functionality.

If you have any questions concerning the VICIdial Agent Audio Soundboard, please contact us.

From the Admin site you are allowed to configure multi-level Interactive Voice Responses (IVRs) that have numerous(hundreds) end-points, with time-dependent features, and you can even log the available client IVRs. We have also assisted customers to integrate with their core systems for building dynamic IVRs that are able to provide information based on shipment tracking, order progress and automatic services such as phone payment.

You are also allowed to configure agents’ voicemail boxes that can be utilized for other different purposes. Apart from that, you can choose a pre-recorded audio massage that can be used as the voicemail’s greeting welcome prompt. Voicemails can even be set to be sent to an email address the moment they are left.

If you want more details on the working of our internet-based Voicemail Boxes and IVRs administration, reach out to us through our contacts.

We serve some customers that have massive configurations. We have had a customer with more than 10,000 DIDs on just one system. Another one with more than 800 lists, another customer with more than 700 incoming lines, and another one with 400 campaigns.

With VICIdial, the sky is the only limit, we can assist you to build and configure your system to contain as many varying settings as you wish and to make it work just the way you need it to.

If you want more details about the virtually limitless setting, don’t hesitate to contact us.

We base our normal uptime guarantee off a fifteen-hour workday, from 9:00 am to 12:00 am GMT -5. However, we also have some VICIhost clients who operate all day, all night, in every day of the week (24/7). Thu, we can also customize a system that will enable you to run smoothly on a 24/7 basis and still enable us to give your VICIhost system some servicing.

In case we ever experience a catastrophic hardware failure at any of our facilities for hosting, that leads to a long down time, we provide a maintenance credit that is proportional to the period that our systems were not available, with respect to your monthly charges.

Please contact us for more details on our uptime guarantee.

Agents are able to schedule a call-back with a client and either allow any other agent to take the call-back or reserve the call-back for themselves when the scheduled time comes.

There is a flash notification on the agent screen for the Agent-Only call-backs, to inform them that their call-backs have activated so they can call the clients back.

On the other hand, in the Anyone call-backs, once the scheduled date and time arrives, the calls will be automatically placed then directed available agents.

There are admin settings that enable to prevent an agent from placing a call-back too soon as well as settings that prevent an agent from setting-up the call-back too soon.

Apart from that, there are some admin tools that enable reassigning of Agent-Only call-backs to a different agent or change them to Anyone call-backs.

If you need further information on how the scheduled call-backs on VICIdial work, don’t hesitate to contact us.

Managers and supervisors can access instantaneous reports that indicate the agents’ status and the calls in the system. These reports also indicate the sum of unique calls so far for the day for disposition status of the agent such as DNCs or SALES. You are also allowed to restrict what is visible on the instantaneous reports to only be a single group of users or a single campaign.

As a supervisor you are allowed to select and listen to the conversation of an agent, whisper only to a specific agent or barge into the conversation of you wish. Supervisors can also change the incoming lines that have been assigned to an agent in real-time from the instantaneous(real-time) reports.

Please contact us if you want more details about our Real-Time Reports.

There is a Quality Control module that is built into VICIdial which allows your supervising and Quality Control workforce to review and code phone calls after the agents are through with them.

The Quality Control module enables a review of the voice call recordings and also editing of the client’s records for special Quality Control status codes to either PASS or FAIL a phone call after reviewing.

Please contact us if you want to find out more information about our QC module.

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 to any agent. Even if the call is only directing to a third-party or an IVR, it can still be recorded for later reviewing.

When it comes to three-way calling, you are able to initiate recording of a new call when you dial in the third party and that recording can keep running even if the agent decides to leave the three-way call.

You can also record the phone calls of your agents if they use their phones out of the screen of the VICIdial agent.

All these call recording are archived automatically in the server of our internal archive and they can be accessed through the VICIdial Admin website. These recordings can also be sent via FTP so that you can store them to your server.

If you need further information on how the Integrated VICIdial call recording works, don’t hesitate to contact us

You can create shared or separate DNC lists for every campaign, using your VICIhost system. You can also choose to utilize a system-wide DNC list that can be allowed as you wish for every single campaign.

Apart from that, you can redirect or block incoming calls into VICIdial with respect to the number on the Caller ID, using a Filter Phone Group or an incoming DNC list.

In addition, you can allow the customers to call in and include their telephone number to one of the outgoing calling DNC lists via an automated IVR that comes as part of the VICIdial package.

For the United States Federal DNC list, it is better if you use dnc.com, our partner company for that particular service. We have included a selection of integration tools that operate with their services into the features of VICIhost.

For more information on the DNC lists and VICIhost, please reach out to us via any of our contacts.

There are three main outbound dialling types in VICIdial, they are: Predictive, Broadcast and Agent-Controlled Dialling.

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 rate. There are a wide range of settings that influence the working of the predictive dialling algorithm.

Broadcast Dialling: enables the system to make phone calls then play pre-recorded messages when no live agents are available.

Agent-Controlled: this type is also referred to as Manual Dialling. Here, the agent must click to dial every phone call, either by inputting a phone number to dial and initiate the phone call or taking the next lead in a list then dial to initiate the call.

There is another type of outgoing dialling known as Ratio. This dials a constant ratio of telephone lines to the agents that are logged in. This method is not in any way affected by the dropped call rate. This type of outgoing dialling can also be utilized by campaigns that don’t have any leads and handle incoming calls only. If you need further information on how the Outbound Dailling in VICIdial works, don’t hesitate to contact us.

We have published all our charges right on our Features Page, we never throw in lots of additional hidden charges and we don’t Nickle and dime our customers.

We include the majority of our features at no additional cost.

If you want to have incoming phone numbers, we can give them to you at an additional monthly charge or you can even bring in your incoming call carrier.

For outgoing calling, we provide you with our outgoing call termination to VICIhost customer only with the use of dependable providers at a good rate. Our service of termination aims at delivering a reliable service and we uphold exceptionally high standards for what we will use for end carriers.

Please contact us if you want to know more.

One of the features that sets VICIhost apart from its counterparts, is that we can move your system from being in form hardware at your set up location to a hosted location and the other way round, from VICIhost system to a premises VICIdial system.

Since we are based on the VICIdial Open Source Contact Centre platform we can do what the majority of providers cannot; we can provide you transfer your contact centre hardware to any other location that you may want. Using our service, you never have to be locked out.

If you would like to have more details about moving your Hosted system, please reach out to us through our contact page.

Month-to-Month Terms, No Long-Term Contracts
At VICIhost, we never use high-pressure marketing tactics, we only provide month-to-month services. Therefore, if you feel like cancelling your service, you can easily do that within just a week’s notice.

Together with the option of transferring your VICIdial system to your hardware the terms of service of the month-to-month service maintain your lock-in to a minimum.

If you are looking for more details about our terms of service, please reach out to us through our contact page so that you can speak to an expert.

You can gain access to our Web-Based Agent phone using your VICIhost account. This phone has the ability to operate as an integrated unit of the Agent Screen of VICICdial on any agent workstation that is based on the Windows platform. Moreover, unlike the majority of software based phones, it doesn’t need manual configuration.

This Web-based agent phone also comes with an added plus on a VICIhost system that utilizes more than one server, it can load balance the agent connections across the servers that are available, so as to provide redundancy and better utilisation.

If you want to learn more about our Integrated Web-based phone, please contact us.

Let your call agents handle incoming and outgoing calls as well as incoming website and email customer chat altogether in the same internet-based agent interface. VICIdial was created with integrated contact management in mind, thus, it eliminates the need for agents to keep logging in and out in order to change from incoming to outgoing. Apart from that, there is also no need for another application for handling web-based customer chats or emails. Everything is managed on one agent screen.

With Agent Ranking and Skills-based routing, you can redirect emails and calls to agents who are able to handle them most proficiently with respect to their skills.

Queue Prioritization also enables you to transfer first the important calls to the agents.

You can as well, enable your agents to handle outgoing calls, whenever the incoming call load is relatively low.

For more details on our VICIhost features, check out our Features Page or simply Contact Us

Advanced encryption of data is available from the web browser of your agent, all the way up to the data storage back-end in our secure hosting facilities. We utilize NIST-approved, cutting-edge encryption algorithms to ensure the safety of your data.

You are also allowed to send your clients to a to a secure IVR for the collection of sensitive info such as credit card numbers so that you can shield that info from the agents even though you still let them take the orders of clients.

You can as well hide all o some of the clients’ sensitive data fields such as payment information from your agents.

Apart from that, we also provide an encrypted audio recording of phone calls so that your company can stay compliant to a lot of the required security regulations in the industry.

Below is a complete list of the security encryption enhancements that we provide on VICIhost.

• Encryption of audio recordings of phone calls
• Encryption of the database storage of the custom field data
• Allow agents to send clients to an IVR for inputting of sensitive data
• Masked sensitive custom field data from both the managerial workforce and the agents
• SSL encryption(https) of the data transport and agent screen interface.

If you want to find out more about how or advanced VICIhost encryption of data works, don’t hesitate to contact us.

With VICIdial, you will have all the tools that you require to stay compliant with the specific regulations in the countries that you make your calls to.

In Canada, you must stay compliant with both the FCC and FTC calling regulations for call abandon, caller ID, dropped calls and cell phone filtering features.

In the USA, the regulations are quite similar to those of the Canada.

In order to stay compliant with OFCOM regulations in the UK, we included a certain specific dropped call timeout feature.

If you want to know more about the regulatory compliance of VICIdial, just contact us and we will provide you with all the information that you need.

There a number of different ways you can use to import your calling list into your VICIdial system. The simplest way is via our Web-based Lead Loader. Through this loader, you can choose the fields that you want to be imported and even save the mapping of your import as a template for future use. The Web-based Lead Loader accepts data files in ODS, XLS, CSV, TXT, pipe-delimited and tab-delimited TXT formats.

The second importation method is by using Web API. This has been constructed in such a way that it rapidly imports leads one after another rather than the batch format of one file after another the way the Web-based Lead Loader works. As compared to the Lead Loader, the API contains more features and lets the leads have pre-scheduled or even direct dial calls.

The third lead importation method is via the FTP batch process. This process of lead loading can be set up to pull leads consistently from an FTP account as per a set schedule. For it to work, the lead files must be in one of a selection of specific formats and you can receive an email of each of the results of the FTP importing process.

If you want to find out more about the loading of leads into your VICIdial system, don’t hesitate to contact us.

Giving every customer their dedicated dialling server hardware, is one other way that VICIhost uses to guarantee quality. We do not utilize virtual machines and all your dialling will only be sued for phone calls handling. We offload the database and web functions so as to separate huge servers that are set up to handle database and web functions alone, thus your dialling hardware can be set to handle a higher amount of calls.

In addition, we customize these diallers so that they can handle a higher magnitude of call loads. This therefore means that the dialling server of VICIhost can comfortably handle a higher amount of traffic that the server hardware of our counterparts.
To get more details about the VICIhost dedicated dialler server hardware, just reach out to us through our contact page.

In the United States Of America, the Telephone Consumer Protection Act of 1991 (TCPA) specifically averts texts or calls to mobile-phones from systems that are capable of ‘auto-dialling’. Hence, ‘Auto-dialling’ has been well-defined as the ability to store the details of a phone number and make a phone call.

As a result of this particular restriction, we have included a VICIhost feature that automatically nightly filters cell-phones from the calling lists of our customers. If you choose to, you can have the leads flagged so that you can carry out the filtering yourself or we can completely delete them. You can also batch-filter the mobile-phones on lists in the course of the day.

Please contact us, if you need more information on VICIhost’s mobile-phone filtering.

VICIhost enables you to send messages as a manager to your agents, and the agents can also respond to you. Managers are allowed to send messages to every logged-in agent, a few agents of their choice or just a single agent if that is what they want.

Agents are also allowed to send and receive messages to and from other logged-in agents (this can also be restricted). In addition, all the chat conversations are also searchable and logged.

With Whisper monitoring and Internal Chat, it is quite simple to stay in touch with your agents, even if they are currently taking a call.

Please contact us if you want more details on the Internal Chat feature.

VICIdial’s agent screen is available in sixteen different languages:

• English
• French
• German
• Spanish
• Italian
• Greek
• Danish
• Japanese
• Traditional Chinese
• Brazilian Portuguese
• Portuguese
• Polish
• Swedish
• Dutch
• Russian
• Slovak

The admin screen of VICIdial is available in 7 languages.

• English
• French
• German
• Spanish
• Italian
• Greek
• Brazilian Portuguese

VICIdial not only allows you to use any of the languages above for the agent and admin screens respectively but it also enables you to make your specific language libraries within the Admin Web Interface!

Please contact us if you want to find out more information about VICIhost and the available language options.

VICIhost already enables us to archive the recordings of your agent calls into our internal storage servers. However, in case you also need us to transfer them to your FTP account simultaneously, we can also set it up for you.

In addition, we also set up processes that will export and FTP on particular agent status recordings of calls, such as SALES to an FTP account that you choose every night.

If you want to learn more about the features of our FTP call transfer and call recording, don’t hesitate to contact us.

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 cluster of VICIhost.

We provide our VICIhost call services to agents from lots of countries globally on five different continents.

On a single VICIhost contact centre cluster, you can have from five to five hundred agents. The VICIhost platform has in-built failover, redundancy and load balancing.

We also provide exceptional encryption of data to ensure the safety of your data, irrespective of where your agents are.

If you have any questions on VICIhost’s flexibility, don’t hesitate to contact us.

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 centre at ACME Corporation vending widgets. Tom, Dick and Harry.

• Tom was brought up speaking Spanish at home, and communicates fluently with both English and Spanish
• Dick is from Montréal, Canada and can fluently speak both English and French
• Harry only speaks English

ACME Corporation operates in Canada and the United States and has three calling lines for their Sales and Support: English, French and Spanish. The majority of calls that come in via the English line, the second highest number of calls come in via the Spanish line while the least amount of calls come in via the French line.

For the most efficient and effective call handling reception, here is how we would set up the ranks and skills of the three agents in VICIdial:

• Tom – English ranking: 4 Spanish ranking: 9 French ranking: (not enabled)
• Dick – English Ranking: 5 Spanish ranking: (not enabled) French ranking: 9
• Harry – English Ranking: 9 Spanish ranking: (not enabled) French ranking: (not enabled)

All the three agents are able to handle incoming English calls, but since Harry speaks English only, he will receive the highest English rank and therefore will be given priority as the first agent to receive a call that comes into this line. Dick will be the second agent to be given an English line since his second language, French has the least popular line. Tom on the other hand will be the last call agent to receive a call from the English line.

All the three agents are able to handle incoming English calls, but since Harry speaks English only, he will receive the highest English rank and therefore will be given priority as the first agent to receive a call that comes into this line. Dick will be the second agent to be given an English line since his second language, French has the least popular line. Tom on the other hand will be the last call agent to receive a call from the English line.

This is just a basic explanation of the way the routing based on agent skills and ranking works. However, we have still provided help to some of our clientele to set up intricate call routing plans that have hundreds of lines and agents with lots of different skills. If you need further information on how the agent ranking and Skills-based routing works, don’t hesitate to contact us.