The call center industry has been growing rapidly for more than a decade. Unlike earlier, now even small businesses set up an in-house call center. All small or big businesses, regardless of industry vertical use a call center solution to run inbound and outbound calling campaigns. There are two types of call center solutions available in the market:
1. Open source and
Today, you will learn about one of the most popular open source call center solutions that have been in the industry for many years, called, VICIDial.
VICIDial is used by many businesses and call centers across the world. It offers various features, which can be used to run standard call center campaigns. However, that is not all you need to survive and excel in this competitive world. Thus, it is necessary to use VICIDial customization.
What is VICIDial customization?
A reliable VoIP company or freelance VICIDial experts develop new functionalities or integrate plug-ins or modules in your call centers. Furthermore, they also customize this open source software to enhance its functionality and performance. This process is called VICIDial customization.
Top 3 advantages of VICIDial customization:
There are some call centers and businesses, which use VICIDial as it is with the open source features, but that is really not a good business move. You must have good, feature rich and powerful call center software and for that, you need customization of this open source software.
Let me share the top 3 benefits of VICIDial customization:
1. To deliver a better customer experience
Retaining customers is a tough job and thus, businesses work harder to make sure customers are delighted. One of the major usages of VICIDial is delivering reliable, fast, and satisfactory customer services. VICIDial customization helps in getting features and functionalities that can help you deliver an even better and delighting customer experience. Some of the new functionalities offered by the experts for exceptional customer experience are as below:
· Omnichannel communication
· Soundboard avatars
· And more
2. To have better business tools
To run a business successfully and to expand its horizons, one needs to work hard and smart. To take advantage of VICIDial for this, you need more added supervisory and business features. These features are used to analyze the key performance indicators and make all the required changes. Some of the best functionalities made available with VICIDial customization are as below:
· Call recording and keyword spotting in all call recordings to find only those calls in which a specific word was used.
· Graphical reports for easier and more effective analysis of reports and graphs
· And more
3. To gain competitive advantages
VICIDial is a reliable call center solution and it has all standard features. However, all industries face high competition, and using a standard system is not enough. One needs to bypass the competition and do even better. For that, it is necessary to use a competitive solution and gain competitive advantages. VICIDial customization helps in achieving this. There are many competitive features one can build, so VICIDial can be even more powerful and competitive.
Author works in a company that offers call center solutions, call center services, and VICIDial related services such as VICIDial customization, VICIDial Zoho integration, VICIDial vTiger integration, etc.