VCC Live 360 is an application for agents focused on Omnichannel experience and compatible with major browsers (see here). In this article, you can find a comparison between VCC Live 360 and VCC Live Desk.
VCC Live 360 aims to support all features of VCC Live Desk and all existing features will be available there as well. If you would like more detailed information, please feel free to contact our support team.
Table of Contents
Comparison of features
Calling
| Name |
VCC Live Desk |
VCC Live 360 |
| Manual dialer |
Yes |
Yes |
| Prework |
Yes |
Yes |
| Power dialer |
Yes |
Yes |
| Predictive dialer |
Yes |
Yes |
| Inherited dialer |
Yes |
Yes |
| OIVR projects |
Yes |
Yes |
| Secondary projects |
Yes |
Yes |
| In-call actions |
Yes |
Yes |
| Attended transfer |
Yes |
Yes |
| Transfer to a queue |
— |
Yes |
| Afterwork |
Yes |
Yes |
| Disposition setting |
Yes |
Yes |
| Assigning call to a customer |
Yes |
Yes |
| Assigning call to a ticket |
— |
Yes |
| Automatic customer creation |
Yes |
Yes |
| Queues |
Yes |
Yes |
| Skill-based routing |
Yes |
Yes |
| Switch to email writing |
— |
Yes |
| Custom call |
Yes |
Yes |
| Phone book |
Yes |
— |
| Automatic dialing from prework |
Yes |
— |
| Outbound number selection |
Yes |
— |
Chat & Messaging
| Name |
VCC Live Desk |
VCC Live 360 |
| Handling webchat messages |
Yes |
Yes |
| Handling messages from IM platforms |
Yes |
Yes |
| Chat snippets |
Yes |
Yes |
| Marking messages as spam |
Yes |
Yes |
| Transferring chat to an agent |
Yes |
Yes |
| Transferring chat to a queue |
Yes |
— |
| Assigning chat to a customer |
Yes |
Yes |
| Assigning chat to a ticket |
Yes |
Yes |
| Attachment handling on IM platforms |
Yes |
— |
| Attachment handling on webchat |
— |
— |
| Using chat queues |
Yes |
— |
| Switch to call/email |
— |
Yes |
| Detecting phone numbers in chat |
— |
Yes |
| Detecting email addresses |
— |
Yes |
Email
| Name |
VCC Live Desk |
VCC Live 360 |
| Handling inbound emails |
Yes |
Yes |
| Sending new email from ticket |
Yes |
Yes |
| Handling CC/BCC |
Yes |
Yes |
| Using templates |
Yes |
Yes |
| Using snippets |
Yes |
Yes |
| Draft handling |
Yes |
Yes |
| Marking email as spam |
Yes |
Yes |
| Transferring chat to an agent |
Yes |
— |
| Transferring chat to a queue |
Yes |
— |
| Assigning email to a customer |
Yes |
Yes |
| Assigning email to a ticket |
Yes |
Yes |
| Automatic customer creation |
Yes |
Yes |
| Automatic ticket creation |
— |
Yes |
| Using email queues |
Yes |
Yes |
| Automatic language detection |
Yes |
Yes |
| Handling attachments |
Yes |
— |
| Built-in spell-checker |
Yes |
— |
| Switch to call |
— |
Yes |
| Full screen editing |
— |
Yes |
Customer & Ticket Handling
| Name |
VCC Live Desk |
VCC Live 360 |
| Add customer records |
Yes |
Yes |
| Add tickets |
Yes |
Yes |
| Add contacts |
Yes |
Yes |
| Edit contacts |
Yes |
Yes |
| Activity dashboard |
Yes |
Yes |
| Ticket dashboard |
Yes |
Yes |
| Customer & Ticket Search |
Yes |
— |
| Customer & Ticket History |
Yes |
Yes |
| Assigning tickets to agents |
Yes |
Yes |
| Shared-ticket handling |
Yes |
Yes |
| Ticket merge |
Yes |
— |
| Test mode |
Yes |
— |
| CDR Log |
Yes |
— |
| User-based statistics |
Yes |
— |
| QM Statistics |
Yes |
— |
Scripting
| Name |
VCC Live Desk |
VCC Live 360 |
| Embedding browser |
Yes |
Yes |
| Datasheets |
Yes |
Yes |
| Questionnaires |
Yes |
— |
| Label |
Yes |
Yes |
| Textbox |
Yes |
Yes |
| Button |
Yes |
Yes |
| Box |
Yes |
Yes |
| Chart |
Yes |
Yes |
| Checbkox |
Yes |
Yes |
| Dropdown |
Yes |
Yes |
| Datetime |
Yes |
— |
| Email template selector |
Yes |
— |
| PCI |
Yes |
— |
| Advanced controllers |
Yes |
— |
| Using variables |
Yes |
Yes |
| Common SDK functions |
Yes |
Yes |
| Advanced SDK functions |
Yes |
— |
| Quote handling |
Yes |
— |
Platform
| Name |
VCC Live Desk |
VCC Live 360 |
| OAuth login |
Yes |
Yes |
| 2FA |
Yes |
Yes |
| Audio device settings |
Yes |
Yes |
| Break selection |
Yes |
Yes |
| Soft & Hard limits |
Yes |
— |
| Internal chat |
Yes |
— |
| Resizable Panes |
Yes |
Yes |
| SIP Trunk Phone Number Handling |
— |
Yes |
| Desktop version for Windows |
Yes |
Yes |
| Desktop version for Linux |
Yes |
— |
| Click-to-Call API |
Yes |
— |
| Desktop notifications |
Yes |
— |
| Google Chrome Compatibility |
— |
Yes |
| Microsoft Edge Chromium Support |
— |
Yes |
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