VICIdial Features

Presents information about the individual being called before the call begins.

Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Allows a supervisor to listen to a call and train in real time.

Reschedules calls within the software itself, either through a prompt or by the agent themselves.

Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Decides response type by determining if voice is a human response or an answering machine.

Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.

Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

Based on 10 VICIdial reviews and verified by the G2 Product R&D team. Provides voice call functionality.

Includes or integrates with live chat initiaited from the company's web site.

Accepts contacts initiated through SMS or other mobile text functions.

Allows CSRs to receive and answer customer emails.

Based on 23 VICIdial 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.

Based on 23 VICIdial 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.

Based on 24 VICIdial reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Provides some level of analytics based on keywords and vocal tones.

Based on 10 VICIdial reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.

Includes an interactive phone menu.

Populates CSR's screen with available customer data.

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. 24 reviewers of VICIdial have provided feedback on this feature.

Based on 25 VICIdial 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.

Based on 24 VICIdial 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.

Based on 10 VICIdial 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.

Based on 10 VICIdial 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.

Simulates human-like speech from text inputs.

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.

Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.

Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.