Our dialer is called i_Dialer and based on Vicidial, an enterprise class, open source, call center suite in use by many large call centers around the world. i_Dialer has a full featured predictive dialer. It can also function as an ACD for inbound calls, or closer calls coming from i_Dialer  outbound fronters. It is capable of inbound, outbound, and blended call handling. i_Dialer even allows you to have agents logged in from remote locations.

Here is a brief list of features. i_Dialer is not limited to these functions, customizations can be done to meet your requirement.

• Improved and customized agent form, additional customizations can be made upon request. Click to view agent-login, agent-form
• Display a script for the agent to read with fields like name, address, etc. filled-in
• Set a campaign to auto-dial and send live calls to available agents
• Dial predictively in a campaign with an adaptive dialing algorithm
• Transfer calls with customer data to a closer/verifier
• Auto populate CRM based on customer data from the call.
• Advanced options per campaign allow you to upload the playback file, modify optin/dnc/vm keys and review results from those campaigns. Click to view advanced-options
• Autodial campaigns to start with a simple IVR then direct to agent, useful for press 1 campaigns and live transfers.
• Broadcast dial to customers with a pre-recorded message
• Park calls from customers with custom on hold music per campaign
• Send a dropped call to a voicemail box per campaign if no agent is available
• Set outbound CallerID per campaign
• Take inbound calls with CallerID
• Function as an ACD for inbound and fronter/closer verification calls
• Agents take both inbound and outbound calls in one session(blended)
• Start and stop recording an agent's calls at any time
• Automatically record all calls
• Ability to manually or automatically call up to two other customer numbers for the same lead
• Monitor and Talk to agents while agents are conversing with their customers. Click to view monitor-whisper-1, monitor-whisper-2
• Automtically dial nearly limitless numbers per customer until you get an answer
• Preview dialing in manual mode.
• Faster hangup and dispositioning of calls with one key press (HotKeys)
• Definable Agent Wrapup-time per campaign
• Add custom call dispositions per campaign
• 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 dialers is possible
• 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
• Set user levels and permissions for certain features and campaigns
• Agents 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
• Lead import web-based API
• Web-based data export utilities based on different fields.
• Separate Time-clock application to track user work time
• DID and phone provisioning through the web interface
• Upload DNC files from the web interface.
• Use standard email template in CRM to send out emails on detection of voice mail.
• Update lead information(disposition status, duration of call, recording link) on CRM on disposition of a call by agent. Click here to view.
• Create a lead on CRM when a lead is dialed out of vicidial.
• Update the status of lead in CRM based on dial status(Drop/answered/other disposition status). Click to view lead-call-history

1 - Applies to setup done during normal business hours.

2 - Setup fees apply. Cost per month includes 5 instances of support per month.