VICIdial is a free software for organizing a blended call center with automatic dialer support created by VICIDIAL Group. Operators work with the operatorβs web-interface, which allows managing calls and providing all the necessary information. It is possible to integrate the system with existing business applications used in the enterprise. Administrators and managers manage the system using a web-based service interface.
VICIdial is the only free call center with this level of functionality. In the world there are more than 1000 successfully operating call centers based on this software, the capacity of some reaches more than 400 simultaneously working operators.
Key features of VICIdial
- handling incoming calls, outgoing calls, working in mixed mode
- external calls by operator commands, broadcast, predictive dialing (automatic dialing system)
- operator web interface
- web-interface for system and project administration
- the ability to work with operators working remotely
- built-in capabilities for registering (recording) calls
- three-way calls from the operator interface
- pending call processing (call back later): by the same operator, any operator
- Voicemail and IVR boxes configured through the administration interface
- scales to hundreds of operators
- uses all methods of connecting to telephone networks (VoIP, analog, digital)
- AGPLv2 open license, no royalties
Extended Feature List
- Operators can make calls to customers by numbers from the database (through the operatorβs interface)
- the ability to display call scripts to operators for reading out with completed fields (for example: name, address, etc.)
- system of automatic dialing of telephone numbers with switching to operators of only established calls
- adaptive algorithms for automatic dialing and establishing calls
- Flexible use of Asterisk server cluster resources for one or more projects
- the ability to transfer a call to the person closing the transaction, or checking
- the ability to easily integrate with web applications (call URL to display the form)
- the ability in projects with automatic dialing to first switch the call to IVR, and only then to the operator
- the possibility of mass calling with the playback of the recorded message
- the ability to park calls with project-specific music on hold
- the ability to send calls to voicemail, queue, or transfer to a dedicated number for the project, if operators are not available
- the ability to make calls from different numbers (setting CallerID) for various projects or call lists
- the ability to collect CallerID when processing incoming calls
- the ability to work as a call distributor (ACD) for incoming calls or when transferring calls to persons closing deals
- the ability of the operator to work on both incoming and outgoing calls in one session (mixed or blended mode of operation)
- the ability to start or end recording a conversation of the operator at any time
- the ability to automatically record all calls
- the ability to dial several different numbers of one client before the first answer
- the ability to postpone a call (call back later) both for the same operator and for any operator
- preview contact information before calling (in the manual call mode)
- the ability to work with operators located outside the call center (work in remote mode)
- shortcut keys with status setting
- ability to set custom call completion status
- the ability to redial numbers with a certain status of already completed previous calls without reloading the entire contact list
- the ability to set your own database queries when calling within the project
- the ability to work taking into account the range of time zones and days of the week
- Autodiscovery of answering machines, message playback
- simultaneous work with multiple projects and contact lists
- ability to limit calls by time
- call barring lists (do not call me, DNC) throughout the system, within the project (enable and disable)
- Third party conferences (with DTMF macros and speed dial)
- blind transfer of calls to a third party
- conference with third parties without operator
- customizable music on hold and operator notification sounds (as part of the project)
- Operator time tracking, complete call statistics
- load balancing within a server cluster
- load balancing of connecting operators to cluster servers, redundant servers for connecting operators
- real time reports
- real-time monitoring of the project
- fine tuning user rights in the system
- opportunity for supervisors to listen to calls in real time
- the ability for supervisors to connect to a call in real time
- opportunity for supervisors to change operator queues
- opportunity for operators to set codes (statuses) of pauses and temporary absence
- the ability for operators to control the volume of calls, mute (mute)
- opportunity for operators to see the status of other operators
- opportunity for operators to view information about calls in the queue
- ability for operators to manually select calls from the queue
- operator shift management
- computing latency, queue space, overflow queues, and other features for incoming calls
- routing and prioritization of skills within the queue or project
- prioritization of project queues
- call queue for one operator
- multifunctional programming interface (API) for managing operator session (including click-to-call) from outside the operator interface
- Contact List API
- data upload utilities
- operator time tracking application
- web-based administration
- management of phones, external connections via web-interface