VICIdial offers a comprehensive and versatile call centre solution, designed for businesses seeking efficient customer interactions. Ideal for contact centres, its standout features include robust call management, advanced reporting capabilities, and seamless integration with CRM systems.

What are the main features of VICIdial?

Efficient Call Management System

VICIdial ensures streamlined operations with its efficient call management system. This feature provides agents with the tools they need to handle calls effectively, reducing wait times and enhancing customer satisfaction.

• Automated Predictive Dialling: Minimise downtime with predictive dialling that connects agents only to live calls.
• Skill-Based Routing: Direct calls to the most suitable agents according to their expertise.
• Real-Time Call Monitoring: Monitor live calls to manage quality assurance and provide live feedback.

In-Depth Reporting and Analytics

Gain actionable insights with VICIdial's comprehensive reporting and analytics functions, which help optimise performance and improve decision-making.

• Customisable Reports: Generate reports tailored to specific metrics and KPIs.
• Agent Performance Metrics: Access detailed analytics to evaluate and enhance agent productivity.
• Campaign Analysis: Assess the effectiveness of marketing campaigns for continuous improvement.

Seamless CRM and System Integration

VICIdial facilitates smooth integration with existing CRM systems and other business tools, ensuring cohesive communication and data harmony across all platforms.

• CRM Synchronisation: Automatically update customer information to maintain accurate, up-to-date records.
• Open API Access: Integrate with third-party applications to expand system capabilities.
• Scalable Infrastructure: Adapt to business growth with scalable solutions that meet expanding needs.