Contact Center Software

The VICIdial Contact Center Suite is Open Source Software that was first built in 2003. It now 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 soft phone(software on the agent computer) or a hard phone. For soft phones we recommend using either Zoiper or X-lite. These are computer programs that run on the agent’s system. A web-based phone is also available that requires no agent configuration to use. For hard phones we recommend Polycom or Snom. Each agent will also need a computer with the following minimum requirements: 500Mhz processor with 256megs of ram and a web browser that supports Javascript (Firefox 1.0.6+ / IE 6+ / Chrome 1.0+ / Opera 8.5+). If you will be running a soft phone on the computer then we would recommend at least a 1Ghz processor and 512megs of ram.

Per Agent Bandwidth Requirements


For each agent, VICIdial requires 87 kilobits for the phone connection and 3 kilobits for the web connection for a total of 90 kilobits. To calculate how much bandwidth you need at your location, simply multiply the number of agents by 90 kilobits (Example: 20 agents x 90 kilobits gives you 1800 kilobits). To calculate how many megabits that is, simply divide the sum by 1024 (Example 1800 kilobits divided by 1024 is 1.757 megabits).

If need be, compression can be used on the agents’ phone connections which will reduced the amount of bandwidth required. However, this can reduce the 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