Features

Primary Contact Center Features:

(you can click on each feature below to see more information)

• Inbound, Outbound and Blended call handling, also Inbound Email and Chat
• Skills-based routing with agent ranking
• Outbound agent-controlled, broadcast and predictive dialing
• Integrated call recording
• Three-Way calling within the agent screen
• Scheduled Callbacks: Agent-Only and Anyone
• Ability to have agents work from almost any internet connected computer
• Agent Scripting with customer data
• External CRM Integrations
• Custom Data Field Forms with Switchable Forms
• Web-configurable IVRs and Voicemail boxes
• Virtually limitless campaigns, lists, IVRs, inbound queues, DIDs, phone accounts, voicemail boxes, and user accounts
• Inbound Post-Call Customer Surveys
• Inbound Queue Preserve-Place-in-Line
• Inbound Queue Closing Time Features
• Outbound CallerID Groups: per-State, per-Areacode, Round-robin and Auto-rotate
• VICIphone WebRTC web browser phone is included
• Integrated web-based agent phone included, requires no agent setup
• Immediate or scheduled website callbacks
• Real-time reports with “click-to-listen” to monitor agent phone calls
• Inbound and Advanced Forecasting Reports
• Internal chat and broadcast messaging to agents
• Easy importing of calling lists through the Web, by API or scheduled by FTP
• Share lead data across VICIdial clusters instantly when calls are transferred
• Call Quota Lead Ranking for multiple contact attempts
• Multiple configurable options for leaving messages on customer voicemail boxes
• Remote API control of agent screen functions
• Auto-generate call lists based on dropped inbound queued calls
• Local, toll-free and international inbound phone numbers available
• Full USA, Canada and UK regulatory-compliance
• Cellphone filtering for TCPA compliance available
• Option of 24-Hour Called Count Limits for state compliance
• System-wide, per-Campaign and Inbound DNC Lists
• DNC.COM Lead Filtering and Inbound Call Filtering
• Multi-country International DNC list Filtering
• GDPR Compliance features
• Encrypted customer data handling available
• Computer IP Address access restrictions for web resources
• Two-Factor Authentication for admin web users
• Agent Audio Soundboards available
• Dozens of standard reports, which can be emailed out on a set schedule
• Ability to have recordings automatically transferred to an external FTP site
• Quality Control module with QC Scorecards
• 16 languages available, or build your own language translations
• PBX features allow you to use your VICIhost system as your office PBX
• Includes eight(8) hours of initial setup support and one hour per month of free tech support
• No hidden fees
• 99.9% up-time guarantee*
• Scalable to hundreds of logged in agents
• Dedicated dialing server hardware
• Single server guaranteed to handle at least 25 agents at 3:1 line ratio
• Additional servers can be added to increase agent and call capacity
• All hosted settings and configurations are transferable to a customer-owned premises VICIdial system, or we can go the other way too
• Month-to-month terms, no long-term contracts

An in depth features list can be found below.

Costs:

• $1,000 initial server provisioning fee (also covers the 1st month of hosting)**
• $500 server provisioning fee for each additional server (covers the 1st month of hosting)**
• $400 per server per month hosting fee(after first month) plus cost of minutes**
• 1.5 cents per minute for outbound calls as well as inbound toll calls**
• 2.8 cents per minute for inbound toll-free calls**
• Minutes are billed as 6 second minimum with 6 second billing increments and are billed on talk time only**
• All telco minutes are prepaid
• $2.50 a month for each DID (Direct Inward Dial) you require**
• Special rates are available for high volume customers

Per Agent Bandwidth Requirements:

For each agent, VICIdial requires 87 kilobits for the phone connection and 3 kilobits for the web connection for a total of 90 kilobits. To calculate how much bandwidth you need at your location, simply multiply the number of agents by 90 kilobits (Example: 20 agents x 90 kilobits gives you 1800 kilobits). To calculate how many megabits that is, simply divide the sum by 1024 (Example 1800 kilobits divided by 1024 is 1.757 megabits).

If need be, compression can be used on the agents’ phone connections which will reduced the amount of bandwidth required. However, this can reduce the audio quality for both the agent and the customer.

Agent Workstation Requirements:

For each agent the Vicidial Group’s hosted solution requires a voip enabled phone. These can be either a soft phone(software on the agent computer) or a hard phone. For soft phones we recommend using either Zoiper or X-lite. These are computer programs that run on the agent’s system. A web-based phone is also available that requires no agent configuration to use. For hard phones we recommend Polycom or Snom. Each agent will also need a computer with the following minimum requirements: 500Mhz processor with 256megs of ram and a web browser that supports Javascript (Firefox 1.0.6+ / IE 6+ / Chrome 1.0+ / Opera 8.5+). If you will be running a soft phone on the computer then we would recommend at least a 1Ghz processor and 512megs of ram.

In Depth Features List:

• Ability for an agent to call clients in succession from a database through a web-client
• 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 VICIhost 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 VICIhost 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.

* Uptime is based off of a 15 hour (9am to 12am GMT -5) work day.
** All costs and billing increments are subject to change. Surcharges may apply for inbound calls based upon the inbound DID’s rate center.