cALL CENTRE /Auto Dialer Software

The Voijavu® Auto Dialer is a full outbound and inbound Call Center Software Solution that manage all your campaigns as set by the Administrator. The System can also do Blended calls, which means you can have inbound and outbound campaigns at the same time. With our Call Center Dialer (predictive dialer software), clients can upload their customers numbers and details into to a custom list (Database) which is connected to the systems campaigns so that the system can phone all of their clients automatically and this is controlled by the agents Via a web browser app.

Agents can have the following functions:

• Disposition a call e.g. Sale, Voicemail, Not Interested, Call Backs…
• Custom Call Backs with their own date and time.
• Pause codes like Tea time, Lunch, Meeting…

Other Systems Functions:

• Rights can be setup to control agents, phones, campaigns, lists…
• Administrators can pull full reports on Agents
• Administrators can listen to Call Recordings.
• System has real-time report. (e.g. For Wallboard in Call Centers)
• Boardrooms up to 16 ports.

Our Auto Dailer Software has the following in Depth Feature List:

• Ability for an call center agent to call clients in succession from a database through a web-client
• Ability to display a script for the agent to read with fields like name, address, etc, filled-in
• Ability to set a campaign to auto-dial and send live calls to available agents
• Ability to dial predictively in a campaign with an adaptive dialing algorithm
• Ability to dial on a single campaign across multiple VICIhost dialers, or multiple campaigns on a single dialer
• Ability to transfer calls with customer data to a closer/verifier
• Ability to open a custom web page with user data from the call, per campaign, per In-Group, or per list
• Ability to autodial campaigns to start with a simple IVR then direct to agent
• Ability to broadcast dial to customers with a pre-recorded message
• Ability to park the customer with custom music per campaign
• Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
• Ability to set outbound CallerID per campaign or per list
• Ability to take inbound calls gathering CallerID
• Ability to function as an ACD for inbound and fronter/closer verification calls
• Ability to have an agent take both inbound and outbound calls in one session(blended)
• Ability to start and stop recording an agent’s calls at any time
• Ability to automatically record all calls
• Ability to manually or automatically call up to two other customer numbers for the same lead
• Automatically dial unlimited alternate numbers per customer until you get an answer
• Ability to schedule a callback with a customer as either any-agent or agent-specific
• Ability in Manual dial mode to preview leads before dialing
• Agents can be logged from anywhere with just a phone, web browser, and an internet connection
• Faster hangup and dispositioning of calls with one key press (Hot Keys)
• Definable Agent Wrap-up time per campaign
• Ability to add custom call dispositions per campaign
• Ability to use custom database queries in campaign dialing
• Recycling of specified status calls at a specified interval without resetting a list
• Dialing with custom Time Zone restrictions including per state and per day-of-the-week
• Dialing with Answering Machine Detection, also playing a message for AM calls
• Multiple campaigns and lead-lists are possible
• Option of a drop timer with safe-harbor message for FTC compliance
• Variable drop call percentage when dialing predictively for FTC compliance
• System-wide and per-campaign DNC lists that can optionally be activated per campaign
• All calls are logged and statuses of calls are logged as well as agent time breakdowns
• Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
• Agent phone login balancing and fail over across multiple VICIhost servers
• Several real-time and summary reports available
• Real-time campaign display screens
• 3rd party conferencing(with DTMF macros and number presets)
• 3rd party blind call transfer
• 3rd party conferencing with agent drop-off
• Custom Music-On-Hold and agent alert sound for inbound calls
• Estimated hold time, place in line, overflow queues and several other inbound-only features
• Skills-based ranking and call routing per inbound group(queues) and campaign
• Queue Prioritization per campaign and inbound group
• Single agent call queuing
• Ability to set user levels and permissions for certain features and campaigns
• Ability for managers to listen-in on agent conversations
• Ability for managers to enter conversations with agents and customers
• Ability for managers to change the selected queues for an agent
• Ability for agents to select a Pause Code when they are not active
• Ability for agents to control volume levels and mute themselves
• Ability for agents to view the statuses of other agents on the system
• Ability for agents to view details for calls in queue that the agent is selected to take calls from
• Ability for agents to select and click to take calls in queue from their agent screen
• Agent shift enforcement by day and time, defined per user group
• Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
• Lead import web-based API
• Web-based data export utilities
• Separate Time-clock application to track user work time
• Web-based administration
• DID, phone and carrier trunk provisioning through the web interface
• Inbound email handling through the agent web screen
• Chat with customers from a website through the agent web screen
• Chat with managers and other agents in the agent web screen