Tips to Transform VICIDial into Powerful Contact Center Solution

VICIDial is one of the most popular call center software in the world. There are hundreds of call centers, enterprises and businesses which use VICIDial: Call Center solution to run their inbound, outbound and blended call center campaigns and why not! VICIDial is an open source call center solution which means it is available for free. It also has major features required in the call center solution to run outbound, inbound and / or blended call center campaigns. Still, the fact is it is not the complete contact center solution. It does not support all communication channels and it does not have all features the advanced call center solutions have. However, the good news is this open source call center software can be transformed into the most powerful contact center solution. Let me share the tips to achieve this. Add required communication channels The VICIDial in its original form only support incoming and outgoing voice calls. It doesn’t have any other communication channels. This is the major drawback of VICIDial: call center solution which restricts it from becoming a contact center solution. As VICIDial is an open source call center solution, it comes with the source code and VICIDial customization can be performed easily. The VICIDial experts can add additional communication channels with the integration of the communication channels such as, SMS, Email, Fax, Instant Messaging, etc. Add most important, yet missing features As mentioned earlier, the VICIDial has major features required to run basic call center operations, but in this competitive industry, this is not enough. One needs more advanced features to provide better customer service and bypass competition. For example, “Sticky Agent” is one of the most important features available in all best call center software, but it is not available in the VICIDial. With VICIDial custom module development, the VICIDial experts can develop this feature and integrate in this open source call center solution. The Sticky Agent is just an example, there are many as such features which a call center solution should have, but not available in the VICIDial by default. Add advanced features The call center industry is becoming viciously competitive and to sustain in this competition the basic call center solution is not enough. The call centers have to add features which help agents in performing at their best. There are some really useful advanced features which can be developed with custom VICIDial module development and added in the VICIDial. Also, some VoIP companies offer ready to use modules which can be integrated within the VICIDial: call center software without any wait for development. Some of as such features are, Soundboard, Disposition bucket, Graphical reports and more. These features help in achieving many benefits. If you are a VICIDial expert or have the same in your call center, you must get all the above mentioned features in your VICIDial solution to make it a powerful contact center solution. Alternatively, you can also take help of VICIDial experts or VoIP company who help you make this transformation.