vicidial.org

Hi,

I am a Developer at a Home Improvements Company in the south of England. We use a proprietory Call Manager which is Web Browser Based and dials Toshiba Soft Phones using an installed ActiveX Component. This all works well and we have customized it to meet our needs.

The bit that is missing is what I think is referred to as a "Predictive Dialler". We get a lot of no-numbers and no-answers so we need a system that will dial say 30 numbers, and only put the connected calls through to the Call Centre Operators.

Firstly, will ViciDial do this - and integrate into our system or should I move quietly along?

Thanks in advance for any advice.
Kevin Russell

vicidial has predictive dial capability

Michael

Thanks, can it be integrated in the fashion that I have described?

Kevin Russell

Would the Call Centre Operators be logged into vicidial?

KevinRussell wrote:Hi,

I am a Developer at a Home Improvements Company in the south of England. We use a proprietory Call Manager which is Web Browser Based and dials Toshiba Soft Phones using an installed ActiveX Component. This all works well and we have customized it to meet our needs.

The bit that is missing is what I think is referred to as a "Predictive Dialler". We get a lot of no-numbers and no-answers so we need a system that will dial say 30 numbers, and only put the connected calls through to the Call Centre Operators.

Firstly, will ViciDial do this - and integrate into our system or should I move quietly along?

Thanks in advance for any advice.
Kevin Russell

This is precisely what Vicidial is designed to do. If the number dialed does not result in an "answer" signal from the phone company (using whichever connection to a phone company you prefer), vicidial will handle the termination and disposition of the call automatically without sending the call to an operator.

The most desirable implementation of Vicidial is that all agents who are expected to be "on the phone with prospects" all day (fronters/closers/operators ...) should be Logged In Agents. They never hang up their phones. Prospects/Clients/etc are landed in the agent phone and removed from the agent phone all day, but the agent remains On The Phone (never hangs up).

Later versions of Vicidial also allow for non-call-center personnel to log in and leave their phones on the hook (customer service types that do not handle calls at all times for instance). For them, their phone will ring when a caller is passed to them and when they answer ... the information for that caller is passed to their screen automatically. Very customizable, Vicidial will even auto-pop an external web page with an external CRM with the customer data prepopulated if it is configured to do so.

In other words, the best way I've found to describe it, there is no Call Center in the world that Vicidial cannot manage as well as or better than the present software running. Even if you've customized the experience, Vicidial has custom fields and external linking to a custom CRM with those custom fields. Mostly, though: It's open source and free. So you can modify it in any way you like. Not only will you not be violating a license, you'll get full cooperation from the Community and the creators of the software. How much time and how soon that cooperation happens depends, of course, on whether you want free answers on a forum like this or direct involvement and coding.

William

Thanks for that - it is encouraging. I have looked around the site and cannot find a "Quick Start Guide".

I need to know which package to download, system requirements, is a server required? etc.

Also, how do I get a rough idea of ongoing support costs.

Thanks for your help so far.
Kevin Russell

KevinRussel::
How many agents do you have?

That toshiba softphone does it use sip ?

And yes you need a server
In my former post you can read about vicibox and different configurations of it

I also recommend you to buy managers manual

http://www.vicidial.org/store.php

Ooops - posted as the replies came in!