Inbound Calls, Outbound Calls, Email and Website Customer Chat
Let your agents handle inbound and outbound phone calls as well as inbound email and website customer chat all together in the same web-based agent interface. VICIdial was built with blended contact handling in mind, so no need to have agents log out to change from inbound to outbound, and no need for a second application for email handling or customer chatting on websites. Everything is handled in the same agent screen.
With Skills-based routing and Agent Ranking, you can have calls and emails go to the agents that can handle them the most efficiently for their skill set.
Queue Prioritization allows you to send the more important calls to agents first.
You can also have your agents handling outbound calls when the inbound call load is low.