Let your call agents handle incoming and outgoing calls as well as incoming website and email customer chat altogether in the same internet-based agent interface. VICIdial was created with integrated contact management in mind, thus, it eliminates the need for agents to keep logging in and out in order to change from incoming to outgoing. Apart from that, there is also no need for another application for handling web-based customer chats or emails. Everything is managed on one agent screen.
With Agent Ranking and Skills-based routing, you can redirect emails and calls to agents who are able to handle them most proficiently with respect to their skills.
Queue Prioritization also enables you to transfer first the important calls to the agents.
You can as well, enable your agents to handle outgoing calls, whenever the incoming call load is relatively low.
For more details on our VICIhost features, check out our Features Page or simply Contact Us