VICIdial powered Contact Center and CRM Solutions

BCL deploys and manages VICIdial based call center as well as handle any customization or integration request. Vicidial over Asterisk offers an extremely flexible, robust and cost-effective method of handling a full feature call centre.

VICIdial is an enterprise class, open source, contact center suite in use by many large call centers around the world. It has over fourteen thousand(14,000) registered installations in over 100 countries around the world. The official releases of VICIdial have been downloaded over twenty five thousand(25,000) times in the last year alone.

VICIdial can be integrated with almost any CRM available in the market with pre-existing integration with the Open Source Vtiger CRM solution. Vicidial scales elegantly from a small 10-20 seat call center to a 200+ call centre with distributed multiple server load balancing.

VICIdial core features

• Multiple Campaigns
• Browser based SPA (Single Page Application) Agent interface
• Support for roaming or 'at-home' agents
• Completely widely accepted industry standards based
• Open Source and easy to customize to your business needs
• In depth call center performance reporting and LIVE view
• Fully Blended Call centre support (simultaneous inbound and outbound)
• Integrates easily with any CRM application
• Call snooping and Agent 'whispering' for enhanced call quality
• Call recording and fully programmable IVR (per campaign)

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In Depth Feature List

• Ability for an agent to call clients in succession from a database through a web-based screen
• Ability to display a script for the agent to read with fields like name, address, etc. filled-in
• Ability to set a campaign to auto-dial and send live calls to available agents
• Ability to dial predictively in a campaign with an adaptive dialing algorithm
• Ability to dial on a single campaign across multiple vicidial dialers, or multiple campaigns on a single dialer
• Ability to transfer calls with customer data to a closer/verifier
• Ability to open a custom web page with user data from the call, per campaign, per In-Group, or per list
• Ability to autodial campaigns to start with a simple IVR then direct to agent
• Ability to broadcast dial to customers with a pre-recorded message
• Ability to park the customer with custom music per campaign
• Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
• Ability to set outbound CallerID per campaign or per list
• Ability to take inbound calls gathering CallerID
• Ability to function as an ACD for inbound and fronter/closer verification calls
• Ability to have an agent take both inbound and outbound calls in one session(blended)
• Ability to start and stop recording an agent’s calls at any time
• Ability to automatically record all calls
• Ability to 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
• Ability to schedule a callback with a customer as either any-agent or agent-specific
• Ability in Manual 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
• Ability to add custom call dispositions per campaign
• Ability to use custom database queries in campaign dialing
• Recycling of specified status calls at a specified interval without resetting a list
• Dialing with custom Time Zone restrictions including per state and per day-of-the-week
• Dialing with Answering Machine Detection, also playing a message for AM calls
• Multiple campaigns and lead-lists are possible
• Option of a drop timer with safe-harbor message for FTC compliance
• Variable drop call percentage when dialing predictively for FTC compliance
• 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
• Single agent call queuing
• Ability to set user levels and permissions for certain features and campaigns
• Ability for managers to listen-in on agent conversations
• Ability for managers to enter conversations with agents and customers
• Ability for managers to change the selected queues for an agent
• Ability for agents to select a Pause Code when they are not active
• Ability for agents to control volume levels and mute themselves
• Ability for agents to view the statuses of other agents on the system
• Ability for agents to view details for calls in queue that the agent is selected to take calls from
• Ability for agents to select and click to take calls in queue from their agent screen
• Agent 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.