Vicidial Customization & Development
Vicidial is an open source software to provide call center solution. Its free to use by anyone as per their needs. It is asterisk based pbx system to support all types of call centers that is inbound, outbound and combination of both with mail support.
Inbound call center agents handles queries from current and potential customers related to product or service queries, technical support, accounts management, appointment scheduling, complaints or other issues.
Blended call center is equipped to handle both incoming and outgoing calls,allowing agents to make and receive calls as demand and strategy dictate.
Outbound call center agents make calls to current or potential customers on behalf of a business or client. The calls may be for telemarketing, sales, fundraising, scheduling, surveying or other purposes.
It use Zap(T1/E1/PSTN),IAX or SIP trunks and SIP/IAX/Zap phones.
- Call conference: Agent can add the other agent on live call with customer as per his need without call disturbance and call interruption.
- Voicemail drop: You can sen pre recorder voice message direct to the customer/recipient without ringing the phone and disturbing them. They use their free time to read and reply.
- Interactive voice response(IVR): Using call menu(ivr) to give choice to caller and direct the route to the proper agent. For example ,we will create ivr that allows caller to go to sales, technical support or complaint queue. It engage the caller and directed to their interested domain of agent and save his time.
- Versatility: It is an Internet based solution which allow agent to work from almost anywhere. If your agenthas an internet connection, a computer, and a phone, VICIdial makes it possible for them to work from your contact center, their home, or just about anywhere else in the world
- Integration with any CRM software: It is capable of integrating with variety of the popular CRM systems, even with those that allow web-based integrations.
- Real Time Reports: VICIdial can also provide you with reports that show daily call counts, sales, and DNCs. You can also monitor agent phone calls with VICIdial’s “click-to-listen” feature.
- Predictive dialer: Ability to utilize call metrics to predict when agents will be free to take the next call. Another feature of it is that they dial multiple numbers at the same time. The goal is to call the right number of leads at the right time to ensure maximum agent utilization. Predictive dialers supply agents with a steady stream of calls with little-to-no downtime.
- Integrated call recording: you are able to automatically record all call being received by the agents or allow the agents control over when they can start or stop recording calls.It can be recorded for later reviewing or monitoring of quality.
Common Support issues that we see
- Call recording
- Uploading leads
- Load balacing
- One way audio
- Vtiger intergration with Vicidial
- Abnormal call drops or campaign stopped
Our service offering includes:
- Asterisk & vicidial Installation
- Asterisk & vicidial Configuration
- Training for inbound and outbound call
- Custom API and CRM Integration
- Database Integration
- Custom Queue Systems
- System integration
- Dial plan setup
- AMD Detection and much more
Why choose us
We understand that a single minute is how important for you. Therefore we provide support and services right after confirmation of issue from you. We provide consultation, installation and configuration of VICIDIAL. Our expert team have ability to solve all issues within a fix time to help and save your time. They can customize the solution or add additional functionality as per your requirement and they are available at your comfort time to discussion. Our Dedicated support team is always available for assistance and give support to your solution.