FEATURES

Vicidial is a set of programs that are designed to interact with the Asterisk Open-Source PBX Phone system to act as a complete inbound/outbound call center suite. Screen shots are available.

The agent interface works through a web browser to give real-time information and functionality with nothing more than an internet browser on the client computer.

The manager interface is also web-based and offers the ability to view many real-time and summary reports as well as many detailed campaign and agent options and settings.

Vicidial can function as an ACD (Automatic Call Distribution) for inbound calls or for Closer calls coming from Vicidial outbound fronters. It allows for remote agents logging in from remote locations as well as remote agents that may only have a phone.

Full PBX integration is possible with Asterisk, a full featured software PBX that is used by Vicidial.

There are currently over 400 known installations of Vicidial in production in over 30 countries around the world, some with over 300 agent seats and many with multiple locations. (The number is expected to be much higher as this number is only based on the requests for the manuals.)

Table of Features

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 Asterisk servers, or multiple campaigns on a single server

Ability to transfer calls with customer data to a closer on the local system or a remote Asterisk server

Ability to open a custom web page with user data from the call per campaign

Ability to autodial campaigns to start with a simple IVR then direct to agent

Ability to park the customer with custom music per campaign

Ability to send a dropped call to a voicemail box per campaign if no agent is available

Ability to set outbound CallerID per campaign

Ability to take inbound calls grabbing 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 for agents to log in remotely and have calls redirected to any phone number

Ability to start and stop recording an agent's calls at any time

Ability to automatically record all calls

Ability to call upto two other customer numbers for the same lead

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

Ability for agents to be logged in remotely anywhere with just a phone and a web browser

Faster dispositioning of calls with agent key-binding (hotkeys)

Definable Agent Wrapup-time per campaign

Ability to add custom call dispositions per campaign

Ability to use custom database queries in campaign dialing

Recycling of Busy calls at a specified interval without resetting a list

Dialing with custom TimeZone restrictions including per state and per day-of-the-week

Dialing with Answering Machine Detection, also playing a message for AM calls

Ability to run multiple campaigns and lead-lists

Option of a drop timer with safe-harbor message for FTC compliance

Variable Drop call percentage when dialing predictively for FTC compliance

Internal DNC list can optionally be activated per campaign

All calls are logged and statuses of calls are logged as well as agent time breakdowns

Load Balancing across multiple inbound or outbound Asterisk servers is possible

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

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

Web-based administration

Client web-app web pages available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese and Brazillian Portuguese

Admin web pages available in English, Spanish, Greek and German