Industry Leading Dialer System
In Depth Features List:
- 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 vicidial dialers system, 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 using our dialer services.
- 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 vicidial 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
Dialer System
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