VICIdial

This feature enables agents to make calls through a web-based screen, auto-dial campaigns, and predictive dialing. It supports multiple campaigns, lead lists, manual dialing, answering machine detection (AMD), and custom database queries for optimized efficiency.

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Agents can transfer calls with customer data to closers, open custom web pages, and manage autodial campaigns. Multiple customer numbers can be approached automatically, ensuring higher contact rates and smoother call workflows for better customer management.

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VICIdial also helps handle both inbound and outbound calls in one session, with skills-based routing and queue prioritization. Agents can view and select calls from the queue. This feature ensures efficient call management and improved customer service.

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It assists in recording calls manually or automatically, with flexible start and stop options. Agents can schedule agent-specific or general callbacks. The software enables efficient follow-up and helps in maintaining high-quality service and customer engagement.

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Managers can organize agent shifts, listen to live calls and adjust agent queues. Its real-time campaign displays and reports provide detailed insights. At the same time, a separate time clock application helps track agent work hours for better time management.

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This feature ensures FTC compliance with drop timers, safe-harbor messages, and adjustable drop call percentages. It also supports activating Do Not Call (DNC) lists per campaign or system-wide, safeguarding customer preferences and legal compliance.

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VICIdial reports provide valuable, real-time insights and summaries into campaigns. The system streamlines multiple calls across multiple servers, ensuring smooth operation. Agents can balance logins and failovers across VICIdial servers to enhance system stability and efficiency.

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