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ViciDial: A Remarkable Open Source Contact Center Solution

Customer experience is one of the important factors that affect customer retention. Almost every organization has its own contact center to deal with customer issues. The positive feedback and satisfactory customer service is a key to gain new customers and retain the existing ones. Hence, to serve the dynamic customer needs and provide a complete customer experience organizations are shifting their focus towards adopting of avant-garde contact center software.
Powered with vision to provide holistic customer experience the ViciDial Group provides an array of professional products and services to the rapidly growing national and international VICIdial user community. Launched in 2007, VICIdial software offers an enterprise class, open source, contact center solution with predictive dialer capabilities. This software is implemented to handle inbound, outbound, and blended phone calls, as well as inbound email and customer website chat, all within the same agent’s device screen.
The Trailblazer
Prime innovator, Founder and Chief Executive OfficerMatt Florell created VICIdial back in 2003 and still oversees the entire development task within VICIdial to this day. Matt has extensive experience in this vertical and is particularly enthusiastic about IT management, VOIP (IP Telephony), software development, project management, Linux, web development, and executive management.
He has received BS degree from Carroll University of the U.S. state of Wisconsin. Matt has been a speaker and advisor in several industry conferences over the years which includes it360 Toronto Conference 2007, 2008 and 2010, ClueCon 2010, Amoocon 2009 IP Telephony Conference, and Florida Linux Show 2008 to name a few.
Since the free release of the VICIdial software, Matt has a notable influence on the entire telecom industry. He has even presented numerous projects at the U.S. Astricon conference and has been awarded a ‘Fellow of Astricon’ for ten consecutive years.
Under his leadership, the company offers the VICIdial open source call center solution which is a fully featured call center suite with inbound, outbound and blended call handling. The software has been adopted by thousands of companies around the world with over 14,000 new system installations in more than 100 countries and has been translated in 16 different languages as well.
Best-in-class Open-Source Software
ViciDial was introduced to the industry as one of the first free and open-source software solution. This has generated a dramatic effect on the contact center industry as a whole, and has even pushed other solution providers to offer better services to maintain the customers they have.
VICIdial can be installed to the hardware by the customer’s own hand or else they can even contact the company for the hosted service. A large VICIdial installation can handle over two million phone calls per day, with over eight hundred agents handling calls and internet communications from customers. There are also over two thousand settings and configuration options, allowing easy customization of distinct call flows, agent permissions and other settings. This solution is available as a hosted service which is extremely flexible & scalable, and it can be installed on customer premise hardware as well.
On the hosted contact center platform, VICIdial Group adapts blended telecom and internet services from multiple carriers to offer a robust and fault-tolerant solution for its clients. The company’s blended tier-3 hosted internet infrastructure has proven to be an optimal solution and has been able to serve clients with numerous users in multiple countries spread across the world.
Some of the other exclusive features that also offered to its hosted clients for free are like custom built VICIdial servers optimized for call centers, cellphone number scrubbing, agent audio soundboards and high-level data encryption, the features which are known for its real-time assistance.
Additionally, the ViciHost which is an official hosted and managed solution from ViciDial allows customers to avail the benefit of a private cloud of dedicated, custom-built ViciDial servers with extra services that is not available on the ViciDial open-source platform.
Promising Future
Over the last fifteen years, ViciDial professionals has experienced and learned a lot by interacting with clients based worldwide The company ardently recognizes the hardware required for a very large contact center setup. And its perception in providing the solution has been appreciated by many industry leaders.
The company has earned numerous prestigious awards including Internet Telephony East, “Best of Show” Call Center VO.IP Germany 2nd place for Call Center Applications and “Project of the Year” VOIP Projects and so on.
In the upcoming years, ViciDial is planning to offer training regarding the software and envisions demonstrate how power of software can be used for the betterment of the society. The company also believes that this will continue to deliver an edge in the contact center segment of the telecom industry.
Source: The 10 Fastest Growing Telecom Solution Providers to Watch 2018