VICIdial Review

VICIdial is a call center-facing software built on an open source platform and boasting a global install base. The solution has a full predictive dialer and also functions as an automatic call distribution (ACD) system. Agents are then able to call predictively or manually through campaign lists while managing inbound and outbound calls on a mixed basis. From within a single centralized web-based interface, agents can also respond to inbound emails and participate in live chat sessions with customers that are incorporated into an existing site via widgets. Routing options and queue priority rules then ensure that calls and emails are routed to the most qualified agent, with managers able to listen in on agent calls to monitor performance. VICIdial includes automatic call recording that can be stopped or started at any time.

VICIDIAL – TUTORIAL

The following tutorial shows how to install this call recording software:

VICIDIAL – FEATURES

• Calls can be recorded automatically, starting and stopping an agent’s call recording at any time, while all calls and call statuses are logged alongside agent monitoring such as time breakdowns
• Built-in reporting capabilities include several real time and summary reports available, while campaign display screens feed back performance also via real time updates
• Featuring web-based administration and data export utilities, agents can access into solution from any location with just a phone and an internet connected web browser
• An open source product with no use licensing restrictions, the service also offers a monthly hosting option that allows users to migrate from own hardware to the program’s, and vice versa, if required.