VCC Live Features

Dialing Options (3)

Preview Dialing: Based on 44 VCC Live reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins.
Progressive Dialing: Based on 40 VCC Live reviews and verified by the G2 Product R&D team. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.
Predictive Dialing: Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Agent Tools (3)

Whisper Coaching: Based on 39 VCC Live reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time.
Callback Scheduling: Based on 48 VCC Live reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves.
Call Recording: Based on 49 VCC Live reviews and verified by the G2 Product R&D team. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Automation (3)

Voice Activity Detection: Based on 37 VCC Live reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine.
Interactive Voice Response (IVR): Based on 42 VCC Live reviews and verified by the G2 Product R&D team. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.
Call Scrubbing: Based on 33 VCC Live reviews and verified by the G2 Product R&D team. Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

Channels (5)

Voice: Based on 96 VCC Live reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: Based on 62 VCC Live reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels.
Web Chat: Based on 57 VCC Live reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Based on 67 VCC Live reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.
Email: Based on 75 VCC Live reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Functions (8)

Session Routing: Based on 82 VCC Live reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Based on 81 VCC Live reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Based on 82 VCC Live reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Provides some level of analytics based on keywords and vocal tones. 48 reviewers of VCC Live have provided feedback on this feature.
Auto Dialer: Based on 83 VCC Live reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 89 VCC Live reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 80 VCC Live reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.
Persistent Data: Based on 81 VCC Live reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Administrative (7)

Session Summary Notes: Based on 78 VCC Live reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Based on 93 VCC Live reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Based on 92 VCC Live reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Based on 87 VCC Live reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Based on 75 VCC Live reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.
Call Recording: Based on 39 VCC Live reviews. Allows supervisors/managers to record and review telephone conversations of agents.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 37 reviewers of VCC Live have provided feedback on this feature.

Workforce Management (7)

Agent Availability: Based on 23 VCC Live reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules.
Skills Management: Based on 22 VCC Live reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.
Shift Scheduling: Based on 18 VCC Live reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.
Agent Self-Service: Based on 19 VCC Live reviews and verified by the G2 Product R&D team. Allows agents to set their own preferences, request time off, and trade shifts.
Mobile Access: As reported in 14 VCC Live reviews. Allows users to access the software using mobile devices.
Call Monitoring: Allow managers/supervisors to monitor calls for quality assurance purposes. 40 reviewers of VCC Live have provided feedback on this feature.
Performance Evaluation: Allows managers/supervisors to evaluate the performance of agents. This feature was mentioned in 35 VCC Live reviews.

Administration (5)

Automation: Based on 22 VCC Live reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks
Performance Analysis: Based on 22 VCC Live reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance.
Dashboards: Based on 23 VCC Live reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with.
Forecasting: Based on 19 VCC Live reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data.
Intraday Management: Based on 19 VCC Live reviews. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Platform (7)

Omnichannel: Allows inflow of requests through various digital channels such as email, social media, etc. This feature was mentioned in 31 VCC Live reviews.
Mobile Access: Allows users to access the software using mobile devices. This feature was mentioned in 25 VCC Live reviews.
Queue Management: Provides queue management in case of increase in case/call inflow. This feature was mentioned in 37 VCC Live reviews.
Call Routing: Based on 35 VCC Live reviews. Allows distribution of incoming calls to agents.
Call Back: Allows users to request a call back. This feature was mentioned in 37 VCC Live reviews.
IVR: As reported in 39 VCC Live reviews. Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.
Automatic Call Distribution: Allows automatic distribution of incoming calls to the agents. This feature was mentioned in 38 VCC Live reviews.

Generative AI (2)

Call Center Infrastructure (CCI) (4)

Agentic AI - Contact Center (4)

Autonomous Task Execution: Capability to perform complex tasks without constant human input 11 reviewers of VCC Live have provided feedback on this feature.
Cross-system Integration: Works across multiple software systems or databases 11 reviewers of VCC Live have provided feedback on this feature.
Natural Language Interaction: As reported in 11 VCC Live reviews. Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting This feature was mentioned in 10 VCC Live reviews.

Agentic AI - Auto Dialer (2)

AI Capabilities - Auto Dialer (3)

Call Prioritization and List Optimization: Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.
Compliance Monitoring: Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.
Speech Analytics and Sentiment Analysis: Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.