When you’re running a business, it’s important to have an efficient way to handle customer inquiries and complaints as they come in. These days, dialers are getting increasingly popular. They’ve become a must-have for any call center since they help to streamline operations and align company objectives. Launched in 2007, VICIdial Technology offers an enterprise class, open source, contact center solution with predictive dialer capabilities. Every contact center relies on agent efficiency and calls center agent productivity. Time is money when it comes to both customer service and sales. It might be costly to lose agent discussion time.
Contact centers, on the other hand, are equipped and empowered with a predictive dialing solution to make calls at an optimal rate and at optimal times while automatically filtering out anything that can stifle productivity, such as answering machines, busy lines, offline numbers, and disconnected calls.
Furthermore, VICIdial filters out ring time, increasing productivity and reducing lost time spent waiting for calls to ring. As a result, it can improve call center efficiency, productivity, sales, and customer service while lowering operational costs.
For example, let’s say you run an online retail store that sells shoes to customers across the world. When someone places an order and doesn’t receive it within their expected time frame, or if they don’t like the product, it’s critical that you can efficiently address their concerns and assure them of your commitment to excellent customer service and satisfaction.
Contact Centers Can Help Improve Customer Service
A contact center solution is a core part of delivering great customer service. The positive feedback and satisfactory customer service is a key to gain new customers and retain the existing ones. Whether you’re offering phone support, email support, or using social media to connect with customers, your contact center solution should be designed to keep your agents and callers organized and productive. Contact centers also allow you to record customer interactions in a way that’s easy for everyone involved.
What Do You Mean By VICIdial Technology?
ViciDial was introduced to the industry as one of the first free and open-source software solutions. This has generated a dramatic effect on the contact center industry as a whole, and has even pushed other solution providers to offer better services to maintain the customers they have. It is an open-source call center application that handles both inbound and outbound calls. It offers a wide range of features and is highly customisable to meet the specific needs of any organization.
VICIdial Technology is a set of tools that interface with the Asterisk Open-Source PBX Phone System on a client computer level to enhance the phone’s and system’s capabilities.
This software is intended for use with an Asterisk system that includes Zap(T1/E1/PSTN), IAX, or SIP trunks, as well as SIP/IAX/Zap phones. This software is implemented to handle inbound, outbound, and blended phone calls, as well as inbound email and customer website chat, all within the same agent’s device screen.
It can be installed to the hardware by the customer’s own hand or else they can even contact the company for the hosted service. It can dial predictively, in a ratio, or one at a time. VICIdial can also be used as an ACD for inbound calls, combining inbound and outgoing calls, or for Closer calls arriving from VICIdial frontiers, as well as allowing
for remote agents with only a phone.
The GUI Client application was built to allow anyone using even a single line SIP phone to use the more complex features of Asterisk. We provide consultancy services for Asterisk PBX and Predictive Dialer System configuration for Call Center, Voice Processing System for Inbound/Outbound Calls. We, KingAsterisk, have built up many custom VICIdial call centers with a large number of seats all over the world. We have a thorough understanding of the VICIdial and can
make changes as needed.
How Does VICIdial Technology In Contact Centers Work?
For example an inbound contact center takes an incoming customer service call and routes it to a support team member who can handle it. These solutions typically come in two flavors: cloud hosted and on-premises. Hosted solutions are easy to set up, but they often come with a monthly fee for each concurrent agent using the system. On-premises solutions are more expensive at setup as capital expenditure but usually have fewer maintenance costs after that.
Benefits Of VICIdial Technology
The web-phone functionality, unified agent screen, open-source technology, and ongoing updates and upgrades are the key advantages of this contact center solution. Take a look at the following benefits
Customer Service And Satisfaction Are Improved
It’s no secret that VICIdial Technology plays a big role in customer happiness. You can
call customers at convenient times using it, and VICIdial increases the likelihood of offering clients items and services that they might be interested in. Customer loyalty and satisfaction are increased by phoning
them with the products, services, and customized dialer software solutions they want at the most convenient times. With the built-in Predictive calling feature, agents may see who they’re talking to before the call is connected, and greet them by name.
Screen For Unified Agents
Users can use the platform’s Unified Agent Screen to handle not only outbound and inbound calls but also inbound emails and online chats. All of This can be done from a single dashboard on a single screen. There’s no need to switch between apps or screens. This speeds up communication
and enhances the client experience.
The Capacity To Make Phone Calls
VICIdial Technology comes with a web-phone feature. It is designed to handle a large number of calls and agents simultaneously. There are no additional setups required with the software. It’s ready to use.
A large VICIdial installation can handle over two million phone calls per day, with over eight hundred agents handling calls and internet communications from customers. Additionally, the software is highly customizable, so businesses can easily scale up or down as their needs change.
Free And Open Source Software
The software is free and open-source. Users can change the way the system works at the code level and customize it to their preferences. There are also over two thousand settings and configuration options, allowing easy customization of distinct call flows, agent permissions and other settings. This means that organizations can tailor their software usage to their individual needs and operations. Additionally, there is no vendor lock-in policy, which is a positive. You will never be stuck with a product if the vendor discontinues support.
Updates & Improvements
This solution is available as a hosted service which is extremely flexible & scalable, and it can be installed on customer premise hardware as well. VICIdial Technology is always being developed and updated to include new features. This is also the case. When a new feature becomes available for one client, it is automatically made available to all other clients. It’s a present that just keeps on giving.
On the hosted contact center platform, VICIdial Group adapts blended telecom and internet services from multiple carriers to offer a robust and fault-tolerant solution for its clients. The company’s blended tier-3 hosted internet infrastructure has proven to be an optimal solution and has been able to serve clients with numerous users in multiple countries spread across the world.
Assists In Increasing Your Sales.
To close more sales, agents need to connect with the right customer. VICIdial Technology eliminates the guessing by connecting agents with the most likely customers. Call logging, call recording, callback settings, and other automated processes are just a few of the features that save time and allow agents to pursue the best and strongest leads using VICIdial. We’ve witnessed almost a 200 percent increase in productivity.
VICIdial Technology Features
The following are the main characteristics of VICIdial software:
➡ Accessible from any location. It helps you to dial calls anywhere, anywhere at any time.
➡ It also helps in the campaign for automatic dialing.
➡ Call recording that is automated or scheduled.
➡ Call recording is very easy and you can set auto-recording or scheduled recording as you need.
➡ Sessions with a mix of people. It is used for conference calls and videos.
➡ Transferring a call is very easy in VICIdial Technology.
➡ There is a feature which is the schedule of inbound calls and outbound calls.
➡ Very easy for improving client relationship experience.
Some of the other exclusive features that are also offered to its hosted clients for free are custom built VICIdial servers optimized for call centers, cell phone number scrubbing, agent audio soundboards and high-level data encryption, the features which are known for its real-time assistance.
Additionally, the ViciHost which is an official hosted and managed solution from ViciDial allows customers to avail the benefit of a private cloud of dedicated, custom-built ViciDial servers with extra services that is not available on the ViciDial open-source platform.
Why Use VICIdial Technology For The Contact Centers?
With over 14,000 installations in over 100 countries, VICIdial is the most popular open-source call center solution on the planet.
VICIdial is the project for an open-source contact center system. This implies that it is backed and developed by a large number of knowledgeable and competent individuals. It is at the cutting edge of call center solutions and extremely secure thanks to this reservoir of talent. The costs are significantly reduced as an open-source call center system. When compared to a traditional, proprietary call center solution, VICIdial Technology can save you hundreds of thousands of pounds.
This software is also quite customizable. With an open-source VICIdial system, you get control over your contact center’s administration. VICIdial call center systems are unrivaled in terms of versatility and power once installed and configured by a professional like Kingasterisk Technology.
Do you want to set up a diverter? You certainly can. Do you want to create a new voicemail message? You certainly can.
Why Choose The KingAsterisk Technology For VICIdial?
Almost every organization has its own contact center to deal with customer issues. Choosing a partner to help you build your contact center can be an intimidating process, however. You want a company that understands your business model, but how do you know which one to choose? VICIdial Technology is a great product that, except for WebRTC, can rival systems that cost a lot of money. The open-source community is very supportive, and it receives frequent quality updates.
Please do not hesitate to contact us if you would like to learn more about Vicidial Custom Development and what it can accomplish for you. Kingasterisk Technology provides the best Custom VICIdial solution for your contact center.
