Contact Center

VICIhost can integrate with many popular CRM systems, providing you with a seamless user interface tied into your back-end customer management systems.

Here are a few of the CRM systems that we currently integrate with:

• Zoho
• Zendesk
• WordPress
• Vtiger
• Teamsupport
• SugarCRM
• Salesforce.com
• SalesExec
• Pipedrive
• Mortgage IQ
• MailChimp
• lodasoft
• LessAnnoyingCRM
• Lawmatics
• Insightly
• Hubspot
• Google Sheets
• Gmail
• Bailtrac
• Monday.com

And, if your CRM allows web-based integrations, we can probably interoperate with it too!

CRM integration can be as simple as a web page popping up with customer data when a phone call is received by an agent, or it can go as far as back-end data synchronization. We can help you to integrate with your CRM system as much or as little as you need.

For more information on VICIhost CRM integrations, please contact us.

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High-Level Data Encryption is available from your agents’ web browsers all the way to the database back-end where your data is stored in our secure SSAE-16 certified hosting facilities. We use NIST-approved, strong encryption algorithms to safeguard your data.

You can also send your customers to a secure IVR to collect sensitive information like credit card numbers to shield that information from your agents while still allowing them to take customer orders.

You are also able to hide all(or part) of sensitive customer data fields, like payment data, from your agents.

Another encryption feature that we offer is encrypted recordings of phone call audio, allowing your company to stay in compliance with many industry security requirements, such as HIPAA and PCI compliance.

Here is the full list of encryption and other security enhancements that we offer on VICIhost:

• SSL encrypted(https) agent interface screen and data transport
• Encrypted database storage of custom field data
• Masking of sensitive custom field data from agents and managerial staff
• The ability for agents to send customers to an IVR to enter in sensitive information
• Encrypted recordings of phone call audio
• Restricted audio call recordings access, with logging
• Secure calls to agents using either WebRTC or SRTP soft-phones
• Encrypted user password logins
• Segmented user groups access and permissions
• Two-Factor Authentication
• Hosted in our secured SSAE-16 certified facility

For more information on how our VICIhost strong data encryption and security enhancements work, please contact us.

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High-Level Data Encryption agent screenshot

Your agents can work from almost anywhere!

Agents can work from home or in a central call center, all they need is an internet connection, a computer and a headset or phone.

We have clients with hundreds of at-home agents, all on the same VICIhost cluster.

Agents from dozens of countries around the world on five different continents use our VICIhost call center services.

You can have from 5 to 500 agents on a single VICIhost contact center cluster. Load balancing, redundancy and failover are built-in to the VICIhost platform.

We also offer Strong Data Encryption to safeguard your customer data, no matter where your agents are.

For more information about agent flexibility on VICIhost, please Contact Us.

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Agent Soundboard Example

Audio Soundboards can allow a human agent to just play a few selected audio recordings, like legal or contractual disclaimers, or they can replace an agent speaking to the customer entirely in much more complex audio soundboard setups. We have tested the Agent Soundboard control screen in VICIdial with over 100 audio recordings successfully, and the system is capable of handling many more than that.

Agent Soundboards have been in use in call centers around the world for years. The technology to play selected audio files within a VICIdial agent session has also been available for several years through the D1-DIAL options in the agent interface, but only a few audio files could be selected and played easily. So, in order to allow for more audio files to be displayed within the agent Script tab or a separate window and quickly played, as well as allow an audio file that is being played to be instantly stopped or restarted, new administrative interface, agent interface and server-side modules were needed. This new VICIdial Audio Soundboard module adds those new features.

Click here to contact us and ask us about VICIhost Agent Audio Soundboards.

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Let your agents handle inbound and outbound phone calls as well as inbound email and website customer chat all together in the same web-based agent interface. VICIdial was built with blended contact handling in mind, so no need to have agents log out to change from inbound to outbound, and no need for a second application for email handling or customer chatting on websites. Everything is handled in the same agent screen.

With Skills-based routing and Agent Ranking, you can have calls and emails go to the agents that can handle them the most efficiently for their skill set.

Queue Prioritization allows you to send the more important calls to agents first.

You can also have your agents handling outbound calls when the inbound call load is low.

For more information about the features that we offer on VICIhost, take a look at our Features page, or Contact Us.

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Chat customer screenshot

Agent screen customer chat screenshot

You get your own physical servers in one of our hosting facilities. We have hundreds of servers in our private hosted clusters that we maintain just for our hosted call center services. We only use Tier-3 datacenters with multiple internet backbone connections and redundant power solutions, so you know your service is going to work.

For more information about our VICIhost datacenters, please Contact Us.

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