VICIdial is the name of full call center solution there agent option is available in 16 different languages, with options to easily create your own custom translations as well. We have clients running VICIdial at call centers from 5 to 500 agents, handling over a million calls a day at the larger installations.

Let your agents handle inbound and outbound phone calls, as well as inbound email and customer websites, chat all together in the same web-based agent interface.

With Skills-based routing and Queue Prioritization, you can have calls and emails that go to the agents that can handle them the most efficiently.

• Ability for an agent to call clients in succession from a database through a web-based screen
• Ability to display a script for the agent to read with fields like name, address, etc. filled-in
• Ability to set a campaign to auto-dial and send live calls to available agents
• Ability to dial predictively in a campaign with an adaptive dialing algorithm
• Ability to dial on a single campaign across multiple vicidial dialers, or multiple campaigns on a single dialer

• Ability to transfer calls with customer data to a closer/verifier
• Ability to open a custom web page with user data from the call, per campaign, per In-Group, or per list
• Ability to autodial campaigns to start with a simple IVR then direct to agent
• Ability to broadcast dial to customers with a pre-recorded message
• Ability to park the customer with custom music per campaign
• Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
• Ability to set outbound CallerID per campaign or per list
• Ability to take inbound calls gathering CallerID
• Ability to function as an ACD for inbound and fronter/closer verification calls
• Ability to have an agent take both inbound and outbound calls in one session(blended)
• Ability to start and stop recording an agent’s calls at any time
• Ability to automatically record all calls

• Recycling of specified status calls at a specified interval without resetting a list
• Dialing with custom Time Zone restrictions including per state and per day-of-the-week
• Dialing with Answering Machine Detection, also playing a message for AM calls
• Multiple campaigns and lead-lists are possible
• The option of a drop timer with safe-harbor message for FTC compliance
• Variable drop call percentage when dialing predictively for FTC compliance
• System-wide and per-campaign DNC lists that can optionally be activated per campaign
• All calls are logged and statuses of calls are logged as well as agent time breakdowns
• Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
• Agent phone login balancing and failover across multiple vicidial servers
• Several real-time and summary reports available
• Real-time campaign display screens
• 3rd party conferencing(with DTMF macros and number presets)
• 3rd party blind call transfer

The Vicidial Group offers two lines of VICIdial certified hardware. Our hardware lines are capable of meeting the needs of just about any size call center. They can accommodate centers from the small two-man office all the way to the thousand seat contact center.

SMB Hardware –
Our SMB (Small to Medium Business) series is designed for small to medium contact centers. It is built with high-quality hardware and comes in two form factors to fit just about any sized office. It can usually accommodate up to twenty-five (25) outbound agents or forty(40) inbound agents.

Enterprise Hardware –
Our Enterprise series is designed for large contact centers or for centers where high capacity and high availability are key. It is built with enterprise-grade hardware and packaged in standard rack-mountable cases. It can accommodate up to one thousand(1,000) outbound agents or fifteen hundred(1,500) inbound agents.

Accessories –
The Vicidial Group also offers a full line of accessories that work with VICIdial systems. This includes T1 interface cards, codec compression cards, channel banks, and USB/PCI-express timing devices.

The Vicidial Group offers a wide range of consulting and support solutions to fit just about any business need. Support plans are available in a wide range of options including 24×7 emergency support. You also have the option to only pay for the services that you require on a pay-as-you-go plan.

We can help assist you with your support needs outside of VICIdial as well. We have experienced industry professionals that can help you with Asterisk, general Linux support, network services, customized programming, and numerous other areas requiring tech person know-how to get things done.

VICIdial Training –
Do you want to better understand how VICIdial works, or do you just want some help over the phone to get a specific feature working? Then take a look at our Training options. We also have some free tutorials available to help you get several popular softphones working with your system.

Remote Installations –
Our technicians can perform remote installations of VICIdial on servers located almost anywhere in the world.

Customizations –
Is there a feature that you require in VICIdial? Have one of our highly trained developers build it in for you.

System Planning –
Not quite sure how to build a VICIdial system that will meet your needs. Our technicians know the limits and requirements of each of the various components that make up a VICIdial cluster. With our assistance, you can build a cluster capable of handling hundreds of agents and millions of calls a day.

Systems Integration –
Do you have an existing CRM or other system or application that needs to function hand in hand with VICIdial? Our developers have integrated VICIdial with many other applications, including customer in-house systems.