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Customer service is an important aspect of the modern world as the need for this has increased day by day. The need for personalized service and targeted content has in turn increased the need for call centers.

Main Features of VICIdial

Predictive Dialling: In this kind of dialing mode, the phone call is placed even before the agent becomes available. VICIdial also can dial multiple leads at a time to reduce the time wasted by agents in between taking calls which in turn increases the efficiency of the agent.

List Management: VICIdial enables a manager to dial many lists simultaneously to keep the agents engaged in taking the phone calls as much as possible. Adding and removing lists are done in real-time and reports are provided to a manager to make the right decisions about the potential lists and the ones that are not needed at all. In this way, the manager can select the best data and acquire some more.

Agent Priorities: all agents are not equally capable so a manager should not prefer to send the best leads to the incapable ones. To solve this problem, VICIdial enables the manager to categorize the agents as per priority. For example, it is quite obvious that the incoming calls will be transferred to the agents who have the most excellent performance to maximize sales. The reports can be used in the future to identify the potential agents and prioritize them.

Multiple campaigns: With the help of VICIdial multiple campaigns can be operated. This feature of VICIdial helps to use less capable agents for creating leads for better-performing agents with the use of the frontier technique. It can be a very useful way to seal the deal of a product that is difficult to sell.

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Uses of VICIdial

Being the most popular open-source call center solution, it has various uses. Some of the uses are depicted below:

An Auto Dialer: it is a software tool that can make calls on behalf of the agents from the list of numbers updated inside it. Once the call is made it can automatically transfer to the agent who is free to take the call. It works to assign calls to the human callers that are received in the call centers from around the world.

Inbound and outbound call handling: VICIdial works as both inbound and outbound caller for the call centers. It is responsible for blending and transferring the calls they are made. It is capable of assigning inbound calls to the executives as per the assigned customers and outbound calls and assigning the calls to agents to speak to the customer.

Call Recording: Call recording and reporting both are very crucial tasks of call centers. This function becomes easier with the help of VICIdial. It keeps the detailed information of all the call records and brings back the information when required.

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