Full List of Features

Explore this detailed list of VCC Live’s features available in each package.

Essentials

Advanced

Multichannel

Enterprise

https://vcc.live/wp-content/uploads/2022/08/pricing_features_list_illustration-min.png

Generic

Project Management

Resources and settings can be organized in separate projects with a folder like structure. These individual projects are segmented by workflows and/or logical groups, such as campaigns, departments, clients, etc.

Database Management

Each project has a separate set of data and database structure which can be highly customized. Data can be easily imported, exported, or transferred to or from any other tool. Access to the database can be configured with multiple details.

User Management

VCC Live offers granularity of rights and accesses for individual users, or groups of users.

Team Management

Multiple users can be grouped into teams and, subsequently, those teams can be administered to various projects. This offers supervisors and admins a significantly simpler way of assigning individuals. In addition, it can offer the ability to share limited and appropriate info with outside parties, for example a BPO's end customer representatives.

User Right Management

Different user privileges can be granted to selected types of users, such as supervisors, quality managers, database managers. This way you get to decide about the level of their accesses to resources, data, reports and settings.

Agent Status and Time Tracking

Agent activities can be tracked and reported which helps understand performance and key metrics.

Timezone Handling

You can set up any required time zone in the app to match the needs of the team or the project.

Advanced Data Management

Mass modification on large datasets using custom search queries.

Campaign Manager

A separate application integrated with VCC Live that helps organize and distribute large contact datasets into campaigns (VCC Live's projects).

Storage

VCC Live safely stores all files, such as call recordings and email attachments. The first 10GB of disk space is available at no extra cost. (additional storage available)

Agent performance

Script Editor

User interface for agents can be highly customized to match the needs of the team and project. Call scripts can be organized into interactive, logically connected pages to fully support the flow of communication. Data accuracy and consistency is ensured by using automatic checks and validations as part of the scripting tool. Admins can easily modify or extend scripts with new pages without having agents log out.

Quality Management

Managers can support agent development as well as control quality by creating custom scorecards for each project. Scorecards are a quick and comparable way of assessing agents' communication to ensure timely and relevant feedback.

Real-time Quality Management

Supervisors are able to listen in to calls in real time and fill out the quality scorecards during calls.

Real-time Call Training

Supervisors are able to listen in and talk to agents during calls without the customer being aware. It's possible to even take over the communication if needed.

Internal Communication

Supervisors can share information with agents in real time using VCC Live's built-in instant messaging functionality. This is particularly helpful to ensure seamless operation in remote work environments.

Call functionalities

IP Phone Extension

SIP-compatible softphones or hardphones can be connected through the IP network for handling the inbound and outbound telephony needs of 'back office users'. (or non CC agents)

PBX

IP extensions can use well-known PBX features such as group ringing, call forwarding, DND, etc.

Phone Book

A fully customizable list of contacts that agents may want to dial quickly.

Voice Recording

Calls are recorded in a high quality, stereo MP4 format. Separate audio channels are used for the agent, and the other party.

Recorded Voice File Download

You can download voice files manually. File names are created based on templates specified at the project level.

Recorded Voice File Link

Recorded voice file links can be stored in other tools using integrations to review them or import in a convenient way.

Mass Voice File Download

Recorded voice files can be downloaded using a separate application called VCC Live Archiver. Files are stored locally in a predetermined folder structure using file names specified in the template.

Call Transfers

Agents can transfer ongoing calls to other VCC Live users or to external numbers.

OUTBOUND FEATURES

Automatic Voicemail Detection (AMD)

Calls reaching voicemail can be automatically detected, and several options are available on how best to handle such calls. (for example, they can be sent a follow up SMS)

Outbound IVR (RoboCall)

It's possible to initiate large volume of automated outbound calls based on recorded or generated voice messages. Recipients of these calls can be given IVR options to control the conversation via their phone's keypad or even voice commands. Text to Speech, Speech to Text, as well other AI automations can be used to finetune the experience. (Of course these automated calls can be redirected to human agents if needed.)

Preview Dialer

Preview dialer alows agents to view contact's details and get prepared before initiating the call. Anticipated talk time with this feature is approx. 10-15 mins per hour.

Manual Dialer

Agents can initiate calls by browsing call lists and clicking on selected phone numbers. Anticipated talk time: 10-20 mins per hour.

Power Dialer

A new call is automatically initiated once the previous call is terminated. Anticipated talk time: 15-25 mins per hour.

Predictive Dialer

Predictive dialer initiates more calls than there are agents available to ensure the highest talk time possible. This feature is based on an intricate formula to maximize productivity - it takes into consideration various factors such as average call length, database quality, expected connection rate and others. Abandoned call rate stays under 3%, while anticipated talk time can reach 30-48 mins per hour (considering 10 minute break in every 60 mins).

Advanced Predictive Dialer Settings

The numbers to be called can be filtered, timed and prioritized based on advanced settings.

Robinson List / Do Not Call List

Phone numbers are checked against a "Do Not Call List" before a call is initiated (works for both automatic or manual dialers).

INBOUND FEATURES

Automatic Call Distribution (ACD)

Calls are automatically distributed between available agents.

Advanced Routing Methods (SBR)

Callers are put through to the agent with the most appropriate experience about the related subject.

Static IVR

Static IVR can compile details from callers to redirect them to the most appropriate agent or to provide relevant information. This can greatly support agent efficiency while helping to improve customer satisfaction. Fully self-service IVRs (without connecting to an agent) are supported too.

Dynamic IVR

IVRs in VCC Live can dynamically change in real-time based on varying parameters and system integrations. (e.g. using caller's services, subscriptions, settings) For additional security, you can implement authentication using number identification, PIN codes, voice biometrics etc.

Queue

Callers can listen to music or important information until one of the agents is ready to answer their call.

AI-based Text-to-Speech (TTS)

Text-to-Speech reads back static or dynamic texts in an IVR in one of the supported languages, including English, Spanish, Latvian, Hungarian, Swedish and more. This function is based on reliable solutions from Google and Azure.

AI-based Speech-to-Text (STT)

Speech-to-Text analyzes caller's voice while accessing IVR options and then generates text from it which can be used to control the IVR or compile data to be stored in the database for further usage.

Google Dialogflow Voicebot integration

This feature adds voicebot functionality into an IVR to automate interactions with the caller. (based on Google's Dialogflow platform directly integrated with VCC Live)

Voice Biometrics / Authentication

Callers can be securely authenticated by processing their voice.

TELECOMMUNICATION SERVICES

Call Termination

Initiate high-quality international calls into 100+ countries.

DID Numbers

Our clients can have international phone numbers in 100+ countries to receive phone calls.

SIP Interconnect

Clients can bring their own SIP compatible telecom provider if they wish to terminate and receive calls through them.

SMS (text messaging)

Sending Automated Text Messages

It's possible to send text messages automatically when a given event occurs, for example a call is terminated.

Sending Mass Text Messages

Custom text messages sent to a large number of contacts at once.

Dynamic SMS Templates

Templates help customize text messages and can contain dynamic data that is updated right before sending.

Inbound SMS Messages

Inbound SMS can be automatically connected to customer records in VCC Live and displayed to agents and supervisors on customer cards and in reports.

Email

Sending Automated Emails

It's possible to send email messages automatically when a given event occurs, for example a call is terminated.

Sending Mass Emails

Custom emails can be sent to a large number of contacts at once.

Dynamic Email Templates

Templates help customize text messages to reduce response time and to increase efficiency. Emails can contain dynamic data that is updated right before sending.

Virus Detection

Our built-in antivirus scans all incoming emails to avoid accessing any harmful content.

Spam filtering

To reduce agent disruption, all incoming email content and header information are checked for spam signals and marked appropriately.

AI-based Language Detection and Queue

Email language can be recognized automatically to ensure messages get forwarded to the appropriate agent.

Snippets

Supervisors can set up text snippets that agents can easily copy to their emails. This speeds up interactions where frequently asked questions and problems need to be addressed.

Instant messaging & social media

Chat Template (Canned messages)

Supervisors can set up pre-defined texts for chat interactions which agents can easily copy to their conversations. This speeds up interactions where frequently asked questions and problems need to be addressed.

Chat Queue

Chat queues allow you to distribute incoming chat messages among selected agents.

Skill-based Routing

Skill-based routing allows you to distribute incoming chat messages based on agent skillsets. This ensures queries are always handled by the most knowledgeable person.

Web Chat

Website visitors can quickly get in contact with agents by using an embeddable chat plugin.

You can process and handle all inbound messages from WhatsApp Business.

Viber

You can process and handle all inbound messages from Viber Business.

Messenger

You can process and handle all inbound messages from Facebook Messenger.

You can process and handle all inbound messages from Telegram.

Instagram Direct

You can process and handle all inbound messages from Instagram Direct.

Google Business Messages

You can process and handle all inbound messages from Google Business Messages.

Facebook Page Integration / Social

You can process and reply to comments appearing on a Facebook page posts.

Message Flow

Message Flow function allows the setup of automated chat interactions based on defined business logic to automate conversations.

Reports & statistics

Real-time Monitoring

Supervisors can oversee agent activities and project performance. They can also interact with active agents, for example, by listening in to calls in progress, sending messages, or filling out quality scorecards.

Dashboard

Supervisors can use a customizable, web-based report page that displays data in real time using a set of widgets.

Wallboard

Agents can be informed about their performance through real-time statistics displayed on a large TV screen.

Custom Indicator

You can display and track custom KPIs based on your own formulas.

Mass Exports

A high-performance mass export enables exporting data containing results of agents working in different projects.

Custom Exports

Project database can be exported in a custom format.

Custom Export Templates

Export templates allow supervisors to one-click export project databases in a given structure.

BI Integration - Looker Studio, Power BI, Tableau

User data from VCC Live can be transferred on request to Google's BigQuery data warehouse for further processing and visualization.

VCC Live Pay

Credit Card Payment (agent guided)

This feature allows agents to accept card payments during calls. Credit card information is entered securely by using phone's keypad. All card data is filtered out and directly sent to one of our payment providers, therefore VCC Live users don't need to fulfill any PCI-DSS requirements.

Credit Card Payment - IVR (self service)

Fully automated and 100% secure card payments in an IVR call without an agent present.

Data security

GDPR Compliance

Encrypted Data Connection

All communication channels using public internet connection are encrypted with the latest security standards.

Separated Databases and files

Each account database and files are stored separately to avoid unwanted data exchange or blending.

System Firewall

All servers and applications are protected from illegal activities by strict firewall settings.

Advanced Security

Enhanced security is ensured by several technical and organizational measurements, such as patch management, advanced logging, physical protection, user authentication/password management, as well as performing regular security audits.

Automatic Voicefile Deletion

Voice files can be deleted automatically based on preset parameters to fulfill GDPR or other requirements related to data policies.

Application Firewall

VCC Live users can control user accesses by defining IP addresses and ranges.

Two Factor Authentication

VCC Live users can require 2FA for a more secure authentication.

PCI DSS Compliant Environment

To use VCC Live Pay (card payments) clients need one of our PCI-DSS-compliant environments.

Single Sign On (SSO)

Both Google or Microsoft Active Directory can be used for authenticating users.

optional

Integrations

Web Integration

Web-based ERPs, CRMs, or other web applications can be embedded into the agent interface with just a few clicks.

Database API

External systems can securely access data stored in VCC Live by using our REST-compatible API. Typical use cases include bi-directional data syncs with other systems for example to load calling lists.

Webhook

Webhooks allow you to send details of calls, transactions or other events at the end of a conversation to other systems by using a REST-compatible API.

Javascript SDK

JavaScript language can be used to customize the user interface for agents and the flow of script forms. For example, it can be used for building logical connections between script pages to create complex questionnaires.

IVR API

IVR can use real-time inputs by retrieving data from external systems to control its structure, including buttons and messages played. The API helps to authenticate callers by their phone number or PIN code, as well as to build complex, dynamic IVR structures.

VCC Live for Salesforce

VCC Live provides an embeddable call center plugin for Salesforce which can be installed through Salesforce Marketplace.

Click-to-call API

Click-to-call API enables initiating calls directly from your system and routing them via VCC Live

Zapier

Zapier integration enables connecting your platforms directly with VCC Live without significant developer resource

Support

Phone / Email Support

VCC Live's supervisor-level support staff can be reached via email and phone between 2:00–00:00 CET on banking days in case of any issue with VCC Live services.

Customer Success Management

A dedicated key account manager is appointed to help clients run their operations in VCC Live in the most efficient way.

Extended Support Hours

Extended customer service is also available outside standard office hours to solve your problems whenever they arise.

Essentials

Generic

Project Management

Database Management

User Management

VCC Live offers granularity of rights and accesses for individual users, or groups of users.

Team Management

User Right Management

Agent Status and Time Tracking

Agent activities can be tracked and reported which helps understand performance and key metrics.

Timezone Handling

You can set up any required time zone in the app to match the needs of the team or the project.

Advanced Data Management

Mass modification on large datasets using custom search queries.

Campaign Manager

A separate application integrated with VCC Live that helps organize and distribute large contact datasets into campaigns (VCC Live's projects).

Storage

VCC Live safely stores all files, such as call recordings and email attachments. The first 10GB of disk space is available at no extra cost. (additional storage available)

Agent performance

Script Editor

Quality Management

Real-time Quality Management

Supervisors are able to listen in to calls in real time and fill out the quality scorecards during calls.

Real-time Call Training

Supervisors are able to listen in and talk to agents during calls without the customer being aware. It's possible to even take over the communication if needed.

Internal Communication

Call functionalities

Automatic Voicemail Detection

SIP-compatible softphones or hardphones can be connected through the IP network for handling the inbound and outbound telephony needs of 'back office users'. (or non CC agents)

PBX

IP extensions can use well-known PBX features such as group ringing, call forwarding, DND, etc.

Phone Book

A fully customizable list of contacts that agents may want to dial quickly.

Voice Recording

Calls are recorded in a high quality, stereo MP4 format. Separate audio channels are used for the agent, and the other party.

Recorded Voice File Download

You can download voice files manually. File names are created based on templates specified at the project level.

Recorded Voice File Link

Recorded voice file links can be stored in other tools using integrations to review them or import in a convenient way.

Mass Voice File Download

Recorded voice files can be downloaded using a separate application called VCC Live Archiver. Files are stored locally in a predetermined folder structure using file names specified in the template.

Call Transfers

Agents can transfer ongoing calls to other VCC Live users or to external numbers.

OUTBOUND FEATURES

Automatic Voicemail Detection (AMD)

Calls reaching voicemail can be automatically detected, and several options are available on how best to handle such calls. (for example, they can be sent a follow up SMS)

Outbound IVR (RoboCall)

Preview Dialer

Preview dialer alows agents to view contact's details and get prepared before initiating the call. Anticipated talk time with this feature is approx. 10-15 mins per hour.

Manual Dialer

Agents can initiate calls by browsing call lists and clicking on selected phone numbers. Anticipated talk time: 10-20 mins per hour.

Power Dialer

A new call is automatically initiated once the previous call is terminated. Anticipated talk time: 15-25 mins per hour.

Predictive Dialer

Advanced Predictive Dialer Settings

The numbers to be called can be filtered, timed and prioritized based on advanced settings.

Robinson List / Do Not Call List

Phone numbers are checked against a "Do Not Call List" before a call is initiated (works for both automatic or manual dialers).

INBOUND FEATURES

Automatic Call Distribution (ACD)

Calls are automatically distributed between available agents.

Advanced Routing Methods (SBR)

Callers are put through to the agent with the most appropriate experience about the related subject.

Static IVR

Dynamic IVR

Queue

Callers can listen to music or important information until one of the agents is ready to answer their call.

AI-based Text-to-Speech (TTS)

AI-based Speech-to-Text (STT)

Speech-to-Text analyzes caller's voice while accessing IVR options and then generates text from it which can be used to control the IVR or compile data to be stored in the database for further usage.

Google Dialogflow Voicebot integration

This feature adds voicebot functionality into an IVR to automate interactions with the caller. (based on Google's Dialogflow platform directly integrated with VCC Live)

Voice Biometrics / Authentication

Callers can be securely authenticated by processing their voice.

TELECOMMUNICATION SERVICES

Call Termination

Initiate high-quality international calls into 100+ countries.

DID Numbers

Our clients can have international phone numbers in 100+ countries to receive phone calls.

SIP Interconnect

Clients can bring their own SIP compatible telecom provider if they wish to terminate and receive calls through them.

SMS (text messaging)

Sending Automated Text Messages

It's possible to send text messages automatically when a given event occurs, for example a call is terminated.

Sending Mass Text Messages

Custom text messages sent to a large number of contacts at once.

Dynamic SMS Templates

Templates help customize text messages and can contain dynamic data that is updated right before sending.

Inbound SMS Messages

Inbound SMS can be automatically connected to customer records in VCC Live and displayed to agents and supervisors on customer cards and in reports.

Email

Sending Automated Emails

It's possible to send email messages automatically when a given event occurs, for example a call is terminated.

Sending Mass Emails

Custom emails can be sent to a large number of contacts at once.

Dynamic Email Templates

Templates help customize text messages to reduce response time and to increase efficiency. Emails can contain dynamic data that is updated right before sending.

Virus Detection

Our built-in antivirus scans all incoming emails to avoid accessing any harmful content.

Spam filtering

To reduce agent disruption, all incoming email content and header information are checked for spam signals and marked appropriately.

AI-based Language Detection and Queue

Email language can be recognized automatically to ensure messages get forwarded to the appropriate agent.

Snippets

Supervisors can set up text snippets that agents can easily copy to their emails. This speeds up interactions where frequently asked questions and problems need to be addressed.

Instant messaging & social media

Chat Template (Canned messages)

Chat Queue

Chat queues allow you to distribute incoming chat messages among selected agents.

Skill-based Routing

Skill-based routing allows you to distribute incoming chat messages based on agent skillsets. This ensures queries are always handled by the most knowledgeable person.

Web Chat

Website visitors can quickly get in contact with agents by using an embeddable chat plugin.

You can process and handle all inbound messages from WhatsApp Business.

Viber

You can process and handle all inbound messages from Viber Business.

Messenger

You can process and handle all inbound messages from Facebook Messenger.

You can process and handle all inbound messages from Telegram.

Instagram Direct

You can process and handle all inbound messages from Instagram Direct.

Google Business Messages

You can process and handle all inbound messages from Google Business Messages.

Facebook Page Integration / Social

You can process and reply to comments appearing on a Facebook page posts.

Message Flow

Message Flow function allows the setup of automated chat interactions based on defined business logic to automate conversations.

Reports & statistics

Real-time Monitoring

Dashboard

Supervisors can use a customizable, web-based report page that displays data in real time using a set of widgets.

Wallboard

Agents can be informed about their performance through real-time statistics displayed on a large TV screen.

Custom Indicator

You can display and track custom KPIs based on your own formulas.

Mass Exports

A high-performance mass export enables exporting data containing results of agents working in different projects.

Custom Exports

Project database can be exported in a custom format.

Custom Export Templates

Export templates allow supervisors to one-click export project databases in a given structure.

BI Integration - Looker Studio, Power BI, Tableau

User data from VCC Live can be transferred on request to Google's BigQuery data warehouse for further processing and visualization.

VCC Live Pay

Credit Card Payment (agent guided)

Credit Card Payment - IVR (self service)

Fully automated and 100% secure card payments in an IVR call without an agent present.

Data security

GDPR Compliance

Encrypted Data Connection

All communication channels using public internet connection are encrypted with the latest security standards.

Separated Databases and files

Each account database and files are stored separately to avoid unwanted data exchange or blending.

System Firewall

All servers and applications are protected from illegal activities by strict firewall settings.

Advanced Security

Automatic Voicefile Deletion

Voice files can be deleted automatically based on preset parameters to fulfill GDPR or other requirements related to data policies.

Application Firewall

VCC Live users can control user accesses by defining IP addresses and ranges.

Two Factor Authentication

VCC Live users can require 2FA for a more secure authentication.

PCI DSS Compliant Environment

To use VCC Live Pay (card payments) clients need one of our PCI-DSS-compliant environments.

Single Sign On (SSO)

Both Google or Microsoft Active Directory can be used for authenticating users.

Integrations

Web Integration

Web-based ERPs, CRMs, or other web applications can be embedded into the agent interface with just a few clicks.

Database API

Webhook

Webhooks allow you to send details of calls, transactions or other events at the end of a conversation to other systems by using a REST-compatible API.

Javascript SDK

IVR API

VCC Live for Salesforce

VCC Live provides an embeddable call center plugin for Salesforce which can be installed through Salesforce Marketplace.

Click-to-call API

Click-to-call API enables initiating calls directly from your system and routing them via VCC Live

Zapier

Zapier integration enables connecting your platforms directly with VCC Live without significant developer resource

Support

Phone / Email Support

VCC Live's supervisor-level support staff can be reached via email and phone between 2:00–00:00 CET on banking days in case of any issue with VCC Live services.

Customer Success Management

A dedicated key account manager is appointed to help clients run their operations in VCC Live in the most efficient way.

Extended Support Hours

Extended customer service is also available outside standard office hours to solve your problems whenever they arise.

Advanced

Generic

Project Management

Database Management

User Management

Team Management

User Right Management

Agent Status and Time Tracking

Timezone Handling

Advanced Data Management

Campaign Manager

Storage

Agent performance

Script Editor

Quality Management

Real-time Quality Management

Real-time Call Training

Internal Communication

Call functionalities

Automatic Voicemail Detection

PBX

Phone Book

Voice Recording

Recorded Voice File Download

Recorded Voice File Link

Mass Voice File Download

Call Transfers

OUTBOUND FEATURES

Automatic Voicemail Detection (AMD)

Outbound IVR (RoboCall)

Preview Dialer

Manual Dialer

Power Dialer

Predictive Dialer

Advanced Predictive Dialer Settings

Robinson List / Do Not Call List

INBOUND FEATURES

Automatic Call Distribution (ACD)

Advanced Routing Methods (SBR)

Static IVR

Dynamic IVR

Queue

AI-based Text-to-Speech (TTS)

AI-based Speech-to-Text (STT)

Google Dialogflow Voicebot integration

Voice Biometrics / Authentication

TELECOMMUNICATION SERVICES

Call Termination

DID Numbers

SIP Interconnect

SMS (text messaging)

Sending Automated Text Messages

Sending Mass Text Messages

Dynamic SMS Templates

Inbound SMS Messages

Email

Sending Automated Emails

Sending Mass Emails

Dynamic Email Templates

Virus Detection

Spam filtering

AI-based Language Detection and Queue

Snippets

Instant messaging & social media

Chat Template (Canned messages)

Chat Queue

Skill-based Routing

Web Chat

Viber

Messenger

Instagram Direct

Google Business Messages

Facebook Page Integration / Social

Message Flow

Reports & statistics

Real-time Monitoring

Dashboard

Wallboard

Custom Indicator

Mass Exports

Custom Exports

Custom Export Templates

BI Integration - Looker Studio, Power BI, Tableau

VCC Live Pay

Credit Card Payment (agent guided)

Credit Card Payment - IVR (self service)

Data security

GDPR Compliance

Encrypted Data Connection

Separated Databases and files

System Firewall

Advanced Security

Automatic Voicefile Deletion

Application Firewall

Two Factor Authentication

PCI DSS Compliant Environment

Single Sign On (SSO)

Integrations

Web Integration

Database API

Webhook

Javascript SDK

IVR API

VCC Live for Salesforce

Click-to-call API

Zapier

Support

Phone / Email Support

Customer Success Management

Extended Support Hours

Multichannel

Generic

Project Management

Database Management

User Management

Team Management

User Right Management

Agent Status and Time Tracking

Timezone Handling

Advanced Data Management

Campaign Manager

Storage

Agent performance

Script Editor

Quality Management

Real-time Quality Management

Real-time Call Training

Internal Communication

Call functionalities

Automatic Voicemail Detection

PBX

Phone Book

Voice Recording

Recorded Voice File Download

Recorded Voice File Link

Mass Voice File Download

Call Transfers

OUTBOUND FEATURES

Automatic Voicemail Detection (AMD)

Outbound IVR (RoboCall)

Preview Dialer

Manual Dialer

Power Dialer

Predictive Dialer

Advanced Predictive Dialer Settings

Robinson List / Do Not Call List

INBOUND FEATURES

Automatic Call Distribution (ACD)

Advanced Routing Methods (SBR)

Static IVR

Dynamic IVR

Queue

AI-based Text-to-Speech (TTS)

AI-based Speech-to-Text (STT)

Google Dialogflow Voicebot integration

Voice Biometrics / Authentication

TELECOMMUNICATION SERVICES

Call Termination

DID Numbers

SIP Interconnect

SMS (text messaging)

Sending Automated Text Messages

Sending Mass Text Messages

Dynamic SMS Templates

Inbound SMS Messages

Email

Sending Automated Emails

Sending Mass Emails

Dynamic Email Templates

Virus Detection

Spam filtering

AI-based Language Detection and Queue

Snippets

Instant messaging & social media

Chat Template (Canned messages)

Chat Queue

Skill-based Routing

Web Chat

Viber

Messenger

Instagram Direct

Google Business Messages

Facebook Page Integration / Social

Message Flow

Reports & statistics

Real-time Monitoring

Dashboard

Wallboard

Custom Indicator

Mass Exports

Custom Exports

Custom Export Templates

BI Integration - Looker Studio, Power BI, Tableau

VCC Live Pay

Credit Card Payment (agent guided)

Credit Card Payment - IVR (self service)

Data security

GDPR Compliance

Encrypted Data Connection

Separated Databases and files

System Firewall

Advanced Security

Automatic Voicefile Deletion

Application Firewall

Two Factor Authentication

PCI DSS Compliant Environment

Single Sign On (SSO)

Integrations

Web Integration

Database API

Webhook

Javascript SDK

IVR API

VCC Live for Salesforce

Click-to-call API

Zapier

Support

Phone / Email Support

Customer Success Management

Extended Support Hours

Enterprise

Generic

Project Management

Database Management

User Management

Team Management

User Right Management

Agent Status and Time Tracking

Timezone Handling

Advanced Data Management

Campaign Manager

Storage

Agent performance

Script Editor

Quality Management

Real-time Quality Management

Real-time Call Training

Internal Communication

Call functionalities

Automatic Voicemail Detection

PBX

Phone Book

Voice Recording

Recorded Voice File Download

Recorded Voice File Link

Mass Voice File Download

Call Transfers

OUTBOUND FEATURES

Automatic Voicemail Detection (AMD)

Outbound IVR (RoboCall)

Preview Dialer

Manual Dialer

Power Dialer

Predictive Dialer

Advanced Predictive Dialer Settings

Robinson List / Do Not Call List

INBOUND FEATURES

Automatic Call Distribution (ACD)

Advanced Routing Methods (SBR)

Static IVR

Dynamic IVR

Queue

AI-based Text-to-Speech (TTS)

AI-based Speech-to-Text (STT)

Google Dialogflow Voicebot integration

Voice Biometrics / Authentication

TELECOMMUNICATION SERVICES

Call Termination

DID Numbers

SIP Interconnect

SMS (text messaging)

Sending Automated Text Messages

Sending Mass Text Messages

Dynamic SMS Templates

Inbound SMS Messages

Email

Sending Automated Emails

Sending Mass Emails

Dynamic Email Templates

Virus Detection

Spam filtering

AI-based Language Detection and Queue

Snippets

Instant messaging & social media

Chat Template (Canned messages)

Chat Queue

Skill-based Routing

Web Chat

Viber

Messenger

Instagram Direct

Google Business Messages

Facebook Page Integration / Social

Message Flow

Reports & statistics

Real-time Monitoring

Dashboard

Wallboard

Custom Indicator

Mass Exports

Custom Exports

Custom Export Templates

BI Integration - Looker Studio, Power BI, Tableau

VCC Live Pay

Credit Card Payment (agent guided)

Credit Card Payment - IVR (self service)

Data security

GDPR Compliance

Encrypted Data Connection

Separated Databases and files

System Firewall

Advanced Security

Automatic Voicefile Deletion

Application Firewall

Two Factor Authentication

PCI DSS Compliant Environment

Single Sign On (SSO)

Integrations

Web Integration

Database API

Webhook

Javascript SDK

IVR API

VCC Live for Salesforce

Click-to-call API

Zapier

Support

Phone / Email Support

Customer Success Management

Extended Support Hours

Ready to see how these features can work on your favour?

Request a free demo, and our team will contact you in the next few hours.

Book Demo