It is useful for building your call center business.

What are the best aspects of this product?

With VICIdial, there is no need for you to invest in other tools or programs to keep your call center running at an optimal state. It comes with a predictive dialer, a softphone, chat and email support tools, reporting tools, etc. It can help you manage your staffing and service levels that can serve all of your campaigns effectively. VICIdial is a unique free source software known for its robust features that are recommended for SME’s that would like to start their own in house contact centers. If you prefer to use this on a larger scale or multi campaign operations, all you need to do is purchase multiple servers and then have someone install VICIdial for your convenience. You can try it out, and you’ll notice the difference in how you handle your customer service and telemarketing teams.

What aspects are problematic or could work better?

Technical issues are common for software like VICIdial, but sometimes this is also affecting our daily productivity and profitability in some ways. The agents do experience being logged out automatically from the system, and there are instances that that calls that go through the phone system won’t connect immediately, causing the customer on the other line to hang up. If these happen, our CSAT scores significantly drop, which can compromise our relationship with our clients.

What specific problems in your company were solved by this product?

Agents don’t need to use multiple apps to take calls and dial out. VICIdial uses one screen only where they need are available in the system. It allows them to multitask during the downtime my replying to chat inquiries and sending emails to our clients. With VICIdial, we can maximize our resources, enabling us to earn more of our capability to provide a variety of services to our clients.

Are you a current user of this product?

Yes