VICIdial Reviews & Pricing

Key Features

• Customizations: Customize reports, languages and dialing methods, and connect the platform to other tools you use, like your lead management system or CRM. Create a customized phone menu (IVR) and import/export data easily.
• System Integration: Integrate with a suite of applications, special reporting tools and ERP systems.
• Hosting: Use features designed specifically for call centers, such as custom-built servers to handle network load, tools to clean up phone number lists, strong data encryption to keep information safe and soundboards to help your agents sound their best.
• Scalable Hardware: Scale easily to accommodate increasing availability and capacity demands with hardware options that fit call centers of all sizes.
  • SMB Hardware: Perfect for small to medium call centers. Built with quality parts and comes in different sizes to fit your office space, and can handle up to 25 outbound agents or 40 inbound agents.
  • Enterprise Hardware: Built for high volume and can handle up to 1,000 outbound or 1,500 inbound agents.
  • Accessories: Include cards for phone lines, tools for better sound quality and devices to keep everything running smoothly.
• Skill-Based Routing: Send calls and emails to agents who have the right skills to handle them to help customers quickly and efficiently.
• Integrated Call Recording: Record all calls to your agents automatically with VICIDial's call recording feature. Choose when to start and stop recording with agent control, and record three-way calls, even if your agent drops off. Store all recordings safely and access them easily from the product website.
• Web-Configurable IVRs and Voicemail Boxes: Build multi-level phone menus (IVRs) with hundreds of options, time-based choices and customer response tracking through the Administrative website. Connect with your own systems to create dynamic IVRs that give callers updates on their orders and shipments, and let them pay by phone.
• Internal Chat and Broadcast Messaging: Send messages from managers to agents and allow responses with VICIhost. Have group chats with multiple agents in the same chat window, and communicate with agents, even during calls, with Internal Chat and Whisper monitoring.

Approach to Common Challenges

• Managing High Call Volume and Wait Times: VICIdial's automatic call distribution (ACD) system efficiently distributes calls, reducing customers' wait times.
• Preventing Agent Burnout & Attrition: The software provides features like predictive dialing, autodialer mode and automated call recording to increase agent productivity and reduce burnout.
• Security and Data Protection: The software provides secure data centers and security protocols to protect customer data and ensure compliance with industry regulations.

Cost of Ownership

Limitations

• Outdated design.
• No integration in the agent AGC interface with WhatsApp and Facebook Messenger.
• Steep learning curve.

Training Resources

• Manuals: Access agent and manager manuals with complete descriptions of all functions that are available for use.
• Public Training Courses: Get help figuring out how VICIdial works.
• The two-day manager training course covers everything managers need to know about VICIdial's interface.
• The one-day administrator training course teaches how to install, set up and troubleshoot VICIdial.
• The expert training course allows you to ask about specific topics beforehand, and cover them in detail during the session.

FAQs