Introduction

VOIP SOLUTIONS

We provide full feature VOIP solutions. There are currently over 1000 installations in production in over 60 countries around the world, some with over 30000 agent seats and several with multiple locations.

• Inbound, Outbound and Blended call handling
• Outbound agent-controlled, broadcast and predictive dialing
• Full USA FTC-compliance capability
• Web-based agent and administrative interfaces
• Ability to have agents operate remotely Integrated call recording
• Three-Way calling within the agent application
• Scheduled Callbacks: Agent-Only and Anyone
• Scalable to hundreds of seats
• Ability to use standard Telco lines and VOIP trunks
  

Full Features VOIP PBX:

• Ability for an 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 Asterisk servers, or multiple campaigns on a single server
• Ability to transfer calls with customer data to a closer/verifier on the local system or a remote Asterisk server
• Ability to open a custom web page with user data from the call, per campaign
• 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 per campaign if no agent is available
• Ability to set outbound CallerID per campaign
• Ability to take inbound calls grabbing 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 upto two other customer numbers for the same lead
• Automtically dial unlimited 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
• Ability for agents to be logged in remotely anywhere with just a phone and a web browser
• Faster hangup and dispositioning of calls with one key press (HotKeys)
• Definable Agent Wrapup-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 TimeZone 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
• Internal DNC list 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 failover across multiple ViciDial 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 queueing
• 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 agents to select a Pause Code when they are not active
• Ability for agents to control volume levels and mute themselves
• Agent shift enforcemant by day and time, defined per user group
• Full QueueMetrics-compatible call logging, inbound and outbound
• Several Vtier integration features: user-sync, account-sync, data interconnection
• Full integration with Sangoma Call Progress Detection(CDP) for better Answering Machine Detection(AMD)
• 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

We are also a web design and software development company providing services worldwide, offering high quality and cost effective ecommerce and web design solutions. Our strategic approach and expertise makes us unique from the rest. We offer ecommerce solutions, professional web development, affordable web design, custom web programming, custom application development, web hosting and search engine optimization (SEO). We focus on the following values

• Quality
• Professionalism
• Customer satisfaction