We offer hosting, installation, consultation and support of VICIdial®, the open source dialer that’s won several awards and has become one of the most popular software packages used in call centers all over the world.
VICIdial can handle all types of call handling, outbound manual, outbound adaptive (aka predictive dialer), surveys and broadcast dialing, it’s also a fantastic inbound ACD (Automatic Call Distribution) tool enabling inbound call centers to easily manage their inbound traffic, perform CTI (Computer Telephony Integration) with their existing CRMs and systems.
From an agent perspective there is little requirement other than a headset and a modern web browser, everything is controlled by a webpage making large deployments simple for administrators and easier to support.
Agents can be organized by teams or groups and with skills based routing only take the calls they are trained to take.
VICIdial Features
This is not a definitive list of features VICIdial offers as there are so many but these are the major ones that benefit almost everyone that would need to use it. If you want more information on how VICIdial could fit your business’ requirements, reach out to us and we’ll happily show you a demonstration.
VICIdial Agent
- Web based login and WebRTC phone to simplify setup, login etc.
- No software setup required
- Simple to use, low training requirements
- Manual Dialing
- Automatic Dialing
- Inbound calls
- Blended inbound and outbound calls
- Email handling
- Live chat handling
- Call transfer
- Time tracking
- On screen script
- On screen sales form
- Scheduled callbacks
- Hot key dispositions
- Hot key call transfer
- Can be used anywhere with internet connection, PC and headset.
- Ability to send emails if configured by admin
- Up to 90% less answer machines using Answer Machine Detection (AMD)
VICIdial Administration
- Web based management
- No software setup required
- Realtime status view
- Live call monitoring, barge in and whisper
- Listen to call recordings
- Historical reports
- Forecasting reports
- Data list management
- User management
- Quality control scorecards
- Control login times
- Script management
- Custom definable recycling rules
Integration and Automation Examples
- Ability to have sales transfer to a CRM system via API from VICIdial at the end of a call
- Ability to automatically send emails to prospects during or after a call.
- Ability to have alerts sent to managers upon call outcomes of your choosing
- Integration with DNC.com to ensure you’re complying with FCC rules when calling USA based target lists.
- Display CRM record inside VICIdial
- Have VICIdial retrieve data lists from your CRM or database to save duplicate list management.
- Webhooks configurable inside VICIdial to trigger external system actions upon certain events.
- Automated call routing of inbound calls based on data lookups from other systems, eg. Transfer callers directly to the last person they spoke with or route an existing customer to your customer care team.
Server Hosting Options
Locations we host VICIdial
If you want to know where to buy VICIdial hosting, then it really depends on where your users are and what that hosting company will be able to offer you. With VoIP 4 Pro our hosted VICIdial dialer offering is done from the USA or Europe.
USA
VICIdial Hosting USA allows users based in Canada, USA and central and much of South America connect to servers close to them reducing latency and ensuring a more stable service.
We also offer carrier service for VICIdial with full STIR/SHAKEN attestation of calls.
If your users are based in the AMER region, then you’ll want your server(s) here to get the best VICIdial experience.
Europe
VICIdial Hosting Europe allows users in Europe and the UK, the Middle East and Africa connect to servers with lower latency allowing them to enjoy a more stable service.
We also offer carrier service for VICIdial and have implemented lots of tools that enable us to monitor that calls actually reach their destinations and actively look for problems that can cause a drop in your team’s performance due to carrier issues.
Pricing
We’re honest about the fact that VICIdial is open-source and that you can download free and install it yourself from the Vicidial Group. We do not own the rights to software, there’s no restrictions other than the technical limitations of the server(s) used to host the software.
What we offer when we refer to VICIdial Hosting is we provide specially configured servers for the purpose and maintain the base installation to ensure it remains functional.
Optionally with a VICIdial Hosting package from us, you can choose from various levels of support from just simple hosting right up to having us look after the day to day running of your VICIdial system and providing intensive support so your business can focus on the sales and revenue generation.
FAQ
We can have your system ready to go within an hour or so, depending on your specific requirements though it may take slightly longer. Reach out to discuss your requirements for a better idea.
We include all support from help with configuration to technical assistance for agents directly. We also provide call progress analysis as part of the package through customizations to the code base and on our carrier network which means your agents will get up to 90% less dead air, false answers and voicemails, disconnected number detection is around 70% better in the North American market using this technology meaning your data is cleaner and productivity higher. Your agents will get more human answer calls on average with our solution than any other we’ve come across in recent time.
Yes, reach out to our team to discuss your requirements and we’ll happily set up a demonstration and trial for you.
We are able to port numbers in most developed countries around the world and for the ones we can’t port, you can still use them with your VoIP 4 Pro hosted VICIdial solution in most cases.