Contact Center Software

The VICIdial Contact Center Suite is an Open Source Software wich was first buitl in 2003. Now it has over 2.000 features and settings, and is in use at over 14.000 companies in over 100 countries around the world.


Agent Workstation Requirements


For each agent the Vicidial group’s hosted solution requires a VoIP enabled phone. These can be either a softphone (virtual phone installed on the agent’s computer) or a hard phone (physical phone). For softphones we recommend using either Zoiper or X-lite solutions. These are computer programs wich run on the agent’s computer. A web-based phone is also available and this option requires no agent configuration for further use. In regards to hard phones we recommend Polycom or Snom. Each agent will also need a computer with this mínimum requirements: 500 Mhz procesor, 256 Mb RAM, Web browser (Firefox 1.0.6 + / IE 6+ / Chrome 1.0+ / Opera 8.5+), wich supports JavaScript.

Per Agent Bandwidth Requirements


Each agent requires 87 Kilobits, used for phone connection and 3 Kilobits allocated for web connection. Resulting in a total of 90 Kilobits. In order to calculate how much bandwidth you need at your location, simply multiply the number of agents by 90 Kilobits (bandwidth per agent). To know how much MB that is, simply divide the sum by 1024.

If needed, compression can be used on the agent’s phone connections wich will reduce the amount of bandwidth required. However, this might reduce audio quality for both the agent and the customer.

Primary Contact Center Features


• Inbound, Outbound and Blended call handling, also Inbound Email and Chat
• Skills-based routing with agent ranking
• Outbound agent-controlled, broadcast and predictive dialing
• Integrated call recording
• Three-Way calling within the agent screen
• Scheduled Callbacks: Agent-Only and Anyone
• Ability to have agents work from almost any internet connected computer
• Agent Scripting with customer data
• External CRM Integration
• Web-configurable IVRs and Voicemail boxes
• Virtually limitless campaigns, lists, IVRs, inbound queues, DIDs, phone accounts, voicemail boxes, and user accounts
• Zoiper Webphone is included
• Integrated web-based agent phone included, requires no agent setup
• Immediate or scheduled website callbacks
• Real-time reports with “click-to-listen” to monitor agent phone calls
• Internal chat and broadcast messaging to agents
• Easy importing of calling lists through the Web, by API or scheduled by FTP
• Auto-generate call lists based on dropped inbound queued calls
• Ability to have recordings automatically transferred to an external FTP site
• Ability to have recordings automatically transferred to an external FTP site

• Quality Control module available
• 16 languages available, or build your own language translations
• PBX features allow you to use your VICIhost system as your office PBX
• Includes five hours of initial setup support and one hour per month of free tech support
• No hidden fees
• 99.9% up-time guarantee*
• Scalable to hundreds of logged in agents
• Dedicated dialing server hardware
• Single server guaranteed to handle at least 25 agents at 3:1 line ratio
• Additional servers can be added to increase agent and call capacity
• All hosted settings and configurations are transferable to a customer-owned premises VICIdial system, or we can go the other way too
• Month-to-month terms, no long-term contracts
• Local, toll-free and international inbound phone numbers available
• Full USA, Canada and UK regulatory-compliance
• Cellphone filtering for TCPA compliance available
• System-wide, per-Campaign and Inbound DNC Lists
• Encrypted customer data handling available
• Computer IP Address access restrictions for web resources
• Agent Audio Soundboards available
• Dozens of standard reports, which can be emailed out on a set schedule

VICIDIAL PLANS


Platform

ViciDial Small

ViciDial Medium

ViciDial Enterprise


Monthly Cost

$150

$250

$450

Suggested amount

of agents

10

50

100

Precio per outbound minute

$0.015

$0.015

$0.015

Price per local inbound minute

$0.020

$0.020

$0.020

Price per toll free local inbound minute

$0.030

$0.030

$0.030

Estimated volume of calls a day

200.000

450.000

1.000.000