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 by logical groups, such as campaigns, departments, clients.

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/from any other tool. Access to the database can be configured with multiple details.

User Management

Users' properties and accesses can be handled by admin users with appropriate rights.

Team Management

It helps involve, manage and fully control external (outsourced) teams by providing limited, or no access to database or settings in a very sophisticated way. Teams can be led by their manager deciding about the required accesses, based on the degree of necessity. You also get access to team management tools, such as reports, statistics, and quality management.

User Right Management

VCC Live lets you create multiple user privilege levels for different types of users, such as supervisors, quality managers, database managers. You get full control over what accesses to limit, such as resources, data, reports, and settings.

Agent Status and Time Tracking

Users can use either their or their operation's local timezone depending on the given feature's possibility.

Timezone Handling

Users can use either their or their operation's local timezone depending on the given feature's possibility.

Advanced Data Management

Mass modification on large datasets using custom search queries.

Campaign Manager

It helps to organize and automatically distribute large contact data sets into campaigns (VCC Live projects).

Storage

Recorded voice files, email attachments and other files are stored securely. The first 10GB is free.

Agent performance

Script Editor

Agents' user interface can be highly customized by supervisors to maximise customer experience and data quality. They can organise the call scripts into interactive forms which are connected logically to each other in order to support the flow of communication and also to help accurate and clean manual data input.

Quality Management

Managers can support their agents' growth as well as control their operation's quality by creating custom quality scorecards for each project. Supervisors can assess agents' communication by filling out a scorecard and then share the results with them.

Real-time Quality Management

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

Real-time Call Training

Supervisors are able to listen in to and talk to an agent during a call without the customer noticing it. Supervisor is able to take over the communication if needed.

Internal Communication

Superviors can share information with their agents realtime using internal instant messaging which helps remote-work call and contact centers seamless operation.

Call functionalities

IP Phone Extension

SIP compatible hard- or softphones can be connected through IP network which can handle inbound calls and initiate outbound calls.

PBX

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

Phone Book

Agents and other users can reach out to each other and external partners. Agents can also take into account other agent's presence or availability.

Voice Recording

Calls are recorded in stereo mp4 format, with agents and clients on separate voice channels.

Recorded Voice File Download

Voice files can be downloaded manually. Filenames are created based on a custom template specified at a project level.

Recorded Voice File Link

Recorded voice files' link can be stored in other tools using integration which helps playback or import from other tools.

Mass Voice File Download

Recorded voicefiles can be downloaded by an external application, VCC Live Archiver. Files are stored locally in a determined folder structure and file name specified by templates.

Call Transfers

Agents are able to transfer ongoing calls to either their peer or external party.

OUTBOUND FEATURES

Automatic Voicemail Detection (AMD)

Agents time can be significantly (up to 95%) reduced on unnecessary call handling and termination when a voicemail is called.

Outbound IVR (RoboCall)

Large volume of outbound calls initiated by our predictive dialer can be handled fully automatically using IVR features, such as IVR menu, Text to Speech, Speech to Text and other AI automation features. Customers can control these calls by using their phone buttons or by their voice. Calls can also be redirected to human agents if needed.

Preview Dialer

Agents' can enter a contact's form to get prepared before the conversation and then initiate a call. Anticipated talk time: 10-15 mins per hour.

Manual Dialer

Agents can initiate calls by browsing call lists and clicking on a contact's phone number. Anticipated talk time: 10-20 mins per hour.

Power Dialer

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

Predictive Dialer

Agents' efficient time can be significantly increased by initiating calls paralelly taken many parameters and real-time statistics, such as average, call length, database quality, expected connection rate and others into consideration. Abandoned call rate can be limited under 3% while anticipated talk time can exceed 30 minutes up to even 48 mins (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

Any phone numbers are checked whether they exist in a Do Not Call List before a call is initiated, either automatically or manually.

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

It can compile details from callers in order to redirect them to the most appropriate agent or to provide information with them. A lot of features support agents' efficiency while help to improve customer satisfaction. Self-service IVRs can also be supported too.

Dynamic IVR

A dynamic, fully-customized IVR tree can be built in real-time based on the callers used services, subscriptions or settings after phone number identification and/or pin code, biometric or other type of authentication.

Queue

Callers can listen to music or important information until one of the agents gets ready to answer their call and becomes available.

AI-based Text-to-Speech (TTS)

Reads back static or dynamic text in an IVR in one of the supported languages, such as English, Spanish, Russian, Latvian, Hungarian, Swedish and other languages, using Google's and Azure's reliable solution.

AI-based Speech-to-Text (STT)

Recognizes callers speach during an IVR call and 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

Integrates a voicebot into an IVR, enabling the customer to automate interactions by using Google's Dialogflow platform directly integrated to 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

A custom text message can be sent to a contact automatically when an event occures, for example a call is terminated in order to inform clients.

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 resolved right before the sending.

Inbound SMS Messages

Inbound SMS messages 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

A custom email can be sent to a contact automatically when an event occurs, for example a call is terminated in order to inform clients.

Sending Mass Emails

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

Dynamic Email Templates

Templates help customize text messages to reduce agents answer time and so increase their efficiency. It can contain dynamic data that are resolved before right before send an email.

Virus Detection

To avoid opening any harmful content an antivirus scanner is executed on all incoming emails.

Spam filtering

To reduce agent disruption all incoming emails' content and header information are checked and scored in order to decide whether it is an unsolicited email.

AI-based Language Detection and Queue

The language of the emails can be recognized automatically in order to forward them to the appropriate agent.

Snippets

Supervisors are able to set up messages that agents can easily copy to their emails and thereby automating interactions with frequently asked questions and problems

Instant messaging & social media

Chat Template (Canned messages)

Supervisors are able to set up messages that agents can easily copy to their chat conversation and thereby automating interactions with frequently asked questions and problems

Chat Queue

Enables the distribution of inbound chat messages to different queues to which a different set of agents can be assigned, who will receive those messages

Skill-based Routing

Enables the distribution of inbound chat messages in a way that the most skilled available agent receives chat messages first

Web Chat

Website visitors can get in contact agents using an embeddable chat pulgin.

Enables the processing of inbound WhatsApp Business messages and replying to them by agents

Viber

Enables the processing of inbound Viber Business messages and replying to them by agents

Messenger

Enables the processing of inbound Facebook Messenger messages and replying to them by agents

Enables the processing of inbound Telegram messages and replying to them by agents

Instagram Direct

Enables the processing of inbound Instagram Direct messages and replying to them by agents

Google Business Messages

Enables the processing of inbound Google Business messages and replying to them by agents

Facebook Page Integration / Social

Enables the processing of comments made to Facebook page posts and replying to them by agents

Message Flow

Enables the setup of automated chat interactions based on defined business-logic that can help automate conversations

Reports & statistics

Real-time Monitoring

Supervisors are able to oversee agent activities and project performance as well as interact with active agents, such as listen in to calls, send messages, fill out quality score cards, etc.

Dashboard

Supervisors are able to reach a web-based, real-time, customized report page that displays of a set of custom widgets.

Wallboard

Agents can be informed about their performance showing a real-time statistics on an LCD TV.

Custom Indicator

Custom indicator columns can be created and displayed using existing data and math formulas.

Mass Exports

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

Custom Exports

Project database can be exported in a custom format.

Custom Export Templates

Export templates enables supervisors to export project database in the given structure with one click.

BI Integration - Looker Studio, Power BI, Tableau

Clients data - upon their request - can be transferred to Google's BigQuery data warehouse in order to further data processing and visualization.

VCC Live Pay

Credit Card Payment (agent guided)

Credit card payment over the phone guided by the agent. All card data are filtered out and directly sent to one of our payment providers therefore clients don't need to fulfill any PCI-DSS requirements.

Credit Card Payment - IVR (self service)

Fully automated credit card payment in an IVR call.

Data security

GDPR Compliance

Encrypted Data Connection

All communication channels, that use public internet connection, are encrypted using the latest security standards.

Separated Databases and files

Each accounts' database and files are stored separate by careful design in order to avoid unwanted data exchange / 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 organisational measurements such as patch management, advanced logging, physical protection, user authentication/password management as well as performing regular security audits.

Automatic Voicefile Deletion

Voicefiles can be deleted automatically based on preset parameters to fulfill GDPR and/or other data policies' requirement.

Application Firewall

Clients can control users access defining IP addresses and ranges.

Two Factor Authentication

Client's can require 2FA in order to make authentication more secure.

PCI DSS Compliant Environment

VCC Live Pay clients need to use one of our PCI-DSS-compliant environments in order to be able to use our credit card payment solution.

Single Sign On (SSO)

Google, Microsoft AD can be used to authenticate users.

optional

Integrations

Web Integration

Any web-based ERP, CRM or other applications can be embedded into agents' interface with just a few clicks.

Database API

External systems can simply and securely access data stored in VCC Live by using REST-compatible API. It is usually used for synchronizing data with other systems or loading calling lists.

Webhook

Sends 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 user interface's appearance and the flow of script forms. It can support, for example, complex questionnaires, as describe the logical connection between each page.

IVR API

IVR can use real-time inputs by retrieving data from external systems in order to control the behavior of the IVR. It helps to authenticate a caller by phone number and/or PIN code, or to build complex, dynamic IVRs.

VCC Live for Salesforce

VCC Lives 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 2:00–24:00 CET on banking days if there is any issue with VCC Live services.

Customer Success Management

A key account manager person is appointed to help our clients run their business in the most efficient way.

24/7 Support

VCC Live's support network is available at your service 24/7 to help with any issues clients have.

Essentials

Generic

Project Management

Resources and settings can be organized in separate projects by logical groups, such as campaigns, departments, clients.

Database Management

User Management

Users' properties and accesses can be handled by admin users with appropriate rights.

Team Management

User Right Management

Agent Status and Time Tracking

Users can use either their or their operation's local timezone depending on the given feature's possibility.

Timezone Handling

Users can use either their or their operation's local timezone depending on the given feature's possibility.

Advanced Data Management

Mass modification on large datasets using custom search queries.

Campaign Manager

It helps to organize and automatically distribute large contact data sets into campaigns (VCC Live projects).

Storage

Recorded voice files, email attachments and other files are stored securely. The first 10GB is free.

Agent performance

Script Editor

Quality Management

Real-time Quality Management

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

Real-time Call Training

Supervisors are able to listen in to and talk to an agent during a call without the customer noticing it. Supervisor is able to take over the communication if needed.

Internal Communication

Superviors can share information with their agents realtime using internal instant messaging which helps remote-work call and contact centers seamless operation.

Call functionalities

Automatic Voicemail Detection

SIP compatible hard- or softphones can be connected through IP network which can handle inbound calls and initiate outbound calls.

PBX

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

Phone Book

Agents and other users can reach out to each other and external partners. Agents can also take into account other agent's presence or availability.

Voice Recording

Calls are recorded in stereo mp4 format, with agents and clients on separate voice channels.

Recorded Voice File Download

Voice files can be downloaded manually. Filenames are created based on a custom template specified at a project level.

Recorded Voice File Link

Recorded voice files' link can be stored in other tools using integration which helps playback or import from other tools.

Mass Voice File Download

Recorded voicefiles can be downloaded by an external application, VCC Live Archiver. Files are stored locally in a determined folder structure and file name specified by templates.

Call Transfers

Agents are able to transfer ongoing calls to either their peer or external party.

OUTBOUND FEATURES

Automatic Voicemail Detection (AMD)

Agents time can be significantly (up to 95%) reduced on unnecessary call handling and termination when a voicemail is called.

Outbound IVR (RoboCall)

Preview Dialer

Agents' can enter a contact's form to get prepared before the conversation and then initiate a call. Anticipated talk time: 10-15 mins per hour.

Manual Dialer

Agents can initiate calls by browsing call lists and clicking on a contact's phone number. Anticipated talk time: 10-20 mins per hour.

Power Dialer

A new call is automatically initiated once the previous call is terminated and handled appropriately. 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

Any phone numbers are checked whether they exist in a Do Not Call List before a call is initiated, either automatically or manually.

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 gets ready to answer their call and becomes available.

AI-based Text-to-Speech (TTS)

AI-based Speech-to-Text (STT)

Recognizes callers speach during an IVR call and 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

Integrates a voicebot into an IVR, enabling the customer to automate interactions by using Google's Dialogflow platform directly integrated to 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

A custom text message can be sent to a contact automatically when an event occures, for example a call is terminated in order to inform clients.

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 resolved right before the sending.

Inbound SMS Messages

Inbound SMS messages 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

A custom email can be sent to a contact automatically when an event occurs, for example a call is terminated in order to inform clients.

Sending Mass Emails

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

Dynamic Email Templates

Templates help customize text messages to reduce agents answer time and so increase their efficiency. It can contain dynamic data that are resolved before right before send an email.

Virus Detection

To avoid opening any harmful content an antivirus scanner is executed on all incoming emails.

Spam filtering

To reduce agent disruption all incoming emails' content and header information are checked and scored in order to decide whether it is an unsolicited email.

AI-based Language Detection and Queue

The language of the emails can be recognized automatically in order to forward them to the appropriate agent.

Snippets

Supervisors are able to set up messages that agents can easily copy to their emails and thereby automating interactions with frequently asked questions and problems

Instant messaging & social media

Chat Template (Canned messages)

Supervisors are able to set up messages that agents can easily copy to their chat conversation and thereby automating interactions with frequently asked questions and problems

Chat Queue

Enables the distribution of inbound chat messages to different queues to which a different set of agents can be assigned, who will receive those messages

Skill-based Routing

Enables the distribution of inbound chat messages in a way that the most skilled available agent receives chat messages first

Web Chat

Website visitors can get in contact agents using an embeddable chat pulgin.

Enables the processing of inbound WhatsApp Business messages and replying to them by agents

Viber

Enables the processing of inbound Viber Business messages and replying to them by agents

Messenger

Enables the processing of inbound Facebook Messenger messages and replying to them by agents

Enables the processing of inbound Telegram messages and replying to them by agents

Instagram Direct

Enables the processing of inbound Instagram Direct messages and replying to them by agents

Google Business Messages

Enables the processing of inbound Google Business messages and replying to them by agents

Facebook Page Integration / Social

Enables the processing of comments made to Facebook page posts and replying to them by agents

Message Flow

Enables the setup of automated chat interactions based on defined business-logic that can help automate conversations

Reports & statistics

Real-time Monitoring

Supervisors are able to oversee agent activities and project performance as well as interact with active agents, such as listen in to calls, send messages, fill out quality score cards, etc.

Dashboard

Supervisors are able to reach a web-based, real-time, customized report page that displays of a set of custom widgets.

Wallboard

Agents can be informed about their performance showing a real-time statistics on an LCD TV.

Custom Indicator

Custom indicator columns can be created and displayed using existing data and math formulas.

Mass Exports

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

Custom Exports

Project database can be exported in a custom format.

Custom Export Templates

Export templates enables supervisors to export project database in the given structure with one click.

BI Integration - Looker Studio, Power BI, Tableau

Clients data - upon their request - can be transferred to Google's BigQuery data warehouse in order to further data processing and visualization.

VCC Live Pay

Credit Card Payment (agent guided)

Credit Card Payment - IVR (self service)

Fully automated credit card payment in an IVR call.

Data security

GDPR Compliance

Encrypted Data Connection

All communication channels, that use public internet connection, are encrypted using the latest security standards.

Separated Databases and files

Each accounts' database and files are stored separate by careful design in order to avoid unwanted data exchange / blending.

System Firewall

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

Advanced Security

Automatic Voicefile Deletion

Voicefiles can be deleted automatically based on preset parameters to fulfill GDPR and/or other data policies' requirement.

Application Firewall

Clients can control users access defining IP addresses and ranges.

Two Factor Authentication

Client's can require 2FA in order to make authentication more secure.

PCI DSS Compliant Environment

VCC Live Pay clients need to use one of our PCI-DSS-compliant environments in order to be able to use our credit card payment solution.

Single Sign On (SSO)

Google, Microsoft AD can be used to authenticate users.

Integrations

Web Integration

Any web-based ERP, CRM or other applications can be embedded into agents' interface with just a few clicks.

Database API

External systems can simply and securely access data stored in VCC Live by using REST-compatible API. It is usually used for synchronizing data with other systems or loading calling lists.

Webhook

Sends 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 Lives 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 2:00–24:00 CET on banking days if there is any issue with VCC Live services.

Customer Success Management

A key account manager person is appointed to help our clients run their business in the most efficient way.

24/7 Support

VCC Live's support network is available at your service 24/7 to help with any issues clients have.

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

24/7 Support

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

24/7 Support

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

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