VICIdial

Ability to have 3 or more parties in a call

Ability to restrict view of elements by several factors

Ability to split/merge lists, bulk modify lead fields

Agent Audio Soundboards for playing various audio clips

Agent activity tracking and reporting

Agent and Manager portals both use HTML5 technology

Agent and call activity historical analysis

Agent and call activity management

Agent and call skills tracking

Agent and group performance reporting

Agent and manager notifications on many event triggers

Agent and system disposition of calls/emails/chats/etc...

Agent call monitoring

Agent callback reminders, manager reporting reminders

Agent screen can handle all types of contact channels

Agent, Campaign, IVR, Queue, etc... reporting

Agent-to-agent/manager/customer private chats

All admin changes are tracked and compared to previous

All chats customer and internal chats are logged

All tools needed for managers to run call center

All user timeclock is built-in

Analysis of call recordings and meta-data with RankMiner

Audio and agent/manager screens available in other languages

Audit trail of all manager changes and timeclock entries

Autoa-rescheduling of calls/campaigns

Automated IVRs and campaigns

Automated backup is built-in must be configured for off-site

Automatic recording start / stop