Full List of Features

VCC Live is the ultimate solution designed to
fit all kinds of contact center needs. Check out
what’s possible, compare options, and make
your selection.

Contact center essentials

per seat / month

Virtual contact center

per seat / month

Multichannel solution

per seat / month

EUR

USD

GBP

Monthly

Annual

Basic Functionality

Database Management

A unique database structure can be compiled for each project. Data can be easily imported and exported using any format supported by Microsoft Excel.

Agent Status

Detailed analysis of agents' status allowing supervisors to observe their agents’ activity accurately.

Telecommunication Services

All clients have access to comprehensive national and international telecommunications services.

Outbound and Inbound Calls

Run your campaigns through VCC Live with fully featured incoming and outgoing phone calls.

Voice Recording

Calls can be recorded in stereo mp4 format, with agents and clients on separate voice channels. Voice file names in projects, containing any information, can be created allowing for easy tracing and playback of a specific call.

Internal Chat

Supervisors can communicate with an unlimited number of agents at the same time using chat messages.

Robinson list handling / Do not call list

The solution enables managing Robinson lists on a global or project level, which is also integrated with the dialer.

Call Transfers

Agents are able to transfer calls internally or externally or even conference calls with another user when help or expertise is required.

Timezone Handling

The system can be configured according to the user’s timezone and processes can be defined in the local timezone.

Advanced Services

Robinson List

The solution enables managing Robinson lists on a global or project level, which is also integrated with the dialer.

Time Zone Handling

The system can be configured according to the user’s timezone and processes can be defined in the local timezone.

SSO

The single sign-on (SSO) feature enables users to log in to VCC Live without having to enter their login credentials before each login.

VCC Live Pay

With the help of the operator paying via bank card is possible during the time of the call, thanks to VCC Pay. The client can type the needed information into their phone on the dial pad. The operators will not have access to these numbers but will be able to follow the process of payment and see if the information is valid. The VCC Pay automatically transfers the bank card number and the amount to be paid to the bank, which allows the sum to be paid immediately. At the time of the successful payment, the paid-for product can be activated or sent via post.

VCC Live Pay IVR

You can fully automate the VCC Live Pay payment process, enabling your customers to pay in your IVR, without agent assistance.

Sending Automated Emails

Email or text messages, containing relevant client information, can be sent when a call is terminated.

User Right Management

You can create user privileges for system operators, supervisors, administrators, QM agents, etc, with the ability to specify different privileges and settings for individual users.

Internal Chat

Supervisors can communicate with an unlimited number of agents at the same time using chat messages.

IP Phone Extension

You can connect IP desktop or software phones using a built-in sub-center function.

Quality Management

Supervisors and managers can determine aspects of quality control to help them assess agents' work and provide feedback thus helping to make agents and the call center itself more efficient.

Team Management

Any number of teams, including outsourced partners and agents without access to the database or settings, can work independently on one project.

Expanded Data Handling

Mass-modify and organize, contacts, and apply custom search queries.

Real-time Quality Management

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

optional

Outbound Calls

Automatic Voicemail / Machine Detection (AMD)

with 90%+ efficiency in various countries, it offers a great solution to save costs by filtering out calls answered by a machine.

Outbound IVR

IVR menu including automated calling and unique voice playback functions, perfect for disseminating mass information (e.g. campaign speeches, GTA changes or client debt notification) via phone. Call recipients can provide feedback by using telephone push buttons.

Power Dialer

After finishing and terminating a call, a new call is initiated, increasing agents calling time to an anticipated 15-25 minutes an hour.

Preview Dialer

Agents start calls with only one click. Clients waiting for a callback appear automatically on a pop-up based on a previously specified callback time. Anticipated agent talking time is 10-20 minutes per hour.

Predictive Dialer

An efficient solution that increases agent calling time and reduces wasteful waiting time. The dialer estimates when and how many calls are to be initiated in order to provide the next available operator with a call. It is possible to keep lost call rates below 3 percent, even with as few as five agents. Anticipated talking time is 30-48 minutes per hour, including a 10-minute break per hour.

Advanced Predictive Dialer Settings

Predictive dialer projects can be customized based on the database and given requirements.

Inbound Calls

Automatic Call Distribution (ACD)

Callers are put through to the agent with the most appropriate experience for the caller's needs.

Advanced Routing Methods (SBR)

Connects agents with the most appropriate needs according to the needs of the caller.

Advanced Features

Establishes a unique voice menu based on the caller's phone number or client code.

Intelligent IVR

Callers are guided and informed by an intelligent, simple-to-compile voice menu, and can be directed to agents based on the time of day.

Queue

If there is no available agent, callers wait in a queue for the next available operator. While waiting, music or information messages can be played until they are put through to an agent.

Text-to-Speech

Read back written text in 6 languages (Hungarian, English, Spanish, Russian, Latvian, and Swedish) using Google's reliable solution and use it in an IVR during automated interactions.

Speech-to-Text

Enables clients to automatically recognize the customer's voice during IVR using Google's solution; store and send this data to external systems or build special IVR flows based on the outcome.

Reports & Statistics

Dashboard

Users are able to create a set of custom widgets from all available data in the system and reach it from any device with an external URL.

Real-time Monitoring

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

Custom Exports

Records can be exported while the project is running.

Outbound Wallboard

Agents can be informed about real-time statistics by projecting them on an LCD or Plasma TV.

Custom Indicator

New columns can be added to statistics to highlight unique indicators as required.

Mass Exports

Mass export is the fastest way of exporting results of agent groups working on different projects simultaneously.

Custom Export Templates

Export templates can be established, allowing users to export data in the given structure with one click.

optional

Multichannel Functions

Facebook Messenger Integration

The solution helps customers to connect with an agent via Facebook Messenger and answer any customer queries in time. Set up different queues to optimize the company’s services

Web Chat

With instant messaging, customers can instantly chat with an agent. The chat service can easily be integrated on any platform your agents use.

Mass Email

Email or text messages, containing relevant client information, can be sent when a call is terminated.

Customer Care Email Handling

Email or text messages, containing relevant client information, can be sent when a call is terminated.

Sending Automated or Mass Emails

Email or text messages, containing relevant client information, can be sent when a call is terminated.

Automated Mass SMS

After finishing a call, you can send a tailor-made SMS upon disposition codes. It can contain any data of the given client. You can also send out mass text messages to a segment or all of your contact - locally or internationally.

Dynamic SMS and Email Templates

These features support unified communication and reduce time investment for agents.

Spam and Virus Filtering

Providing maximum safety and reducing unnecessary time investments for agents by controlling email contents.

Ticket Based Case Handling

Grouping emails to better review and track them. Different statuses and parameters help to deal with tickets more effectively and closing them prior to deadlines.

Sending Mass Email

Sending personalized emails to a defined segment within a database.

Chat

With instant messaging, customers can instantly chat with an agent. The chat service can easily be integrated on any platform your agents use.

Facebook Messenger Integration

The solution helps customers to connect with an agent via Facebook Messenger and answer any customer queries in time. Set up different queues to optimize the company’s services

Language-Based Email Queues

Inbound emails can be automatically sorted into different queues based on built-in language detection. Different teams and agents can be assigned to these queues to achieve that customers are always served by the appropriate agent and other teams are not distracted by irrelevant emails.

Data Security

GDPR Compliance

Higher Level of Security

Protect your data with special firewalls, extra patch manaement, advanced logging, and constantly audited environment.

Encrypted Data Connection

This encryption of data connection between the VCC Live's client program and VCC Live's central servers is provided by SSL/TLS.

Separated Database

Every client has a unique database for maximizing data security.

Application Firewall

You can limit which IP addresses and IP domains can log in to the VCC Live client software.

PCI DSS

Central servers used by our PREMIUM customers have the highest levels of data protection certification.

Integration

CRM Integration

Web Integration

Any web-based ERP, CRM or other applications can be embedded into agents' surface displays 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, loading calling lists automatically or creating a webcallback function.

Webhook

Sends details of calls and data recorded by agents after finishing a given call to other systems by using RESTcompatible API.

Javascript SDK

JavaScript interface used for complex branching questionnaires with more than 100 pages that require interface or branch programming.

IVR API

Data provided by callers such as PIN numbers can be transferred to external systems, (normally ERP or CRM) that can determine the next possible steps in the IVR menu.

optional

Storage Services

Storage

Free storage of voice recordings.

Voice Recording

Email Storage (attachments)

Storage of outgoing and incoming emails, together with attachments.

Additional Storage

Storage of voice files for a variable time, with costs based on the already occupied storage capacity.

Voice File Archiver Software

Previously recorded voice files, based on previously defined names, can be automatically downloaded using a separate program.

10 GB

optional

10 GB

optional

10 GB

optional

Support

Email Support

You can contact VCC Live's supervisor-level support staff via email between 8:00–17:30 on banking days.

Key Account Manager

VCC Live provides a key account manager to make VIP clients' system work as effectively as possible.

24/7 Support

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

Phone Support (during working hours)

You can call VCC Live's supervisor level support staff between 7:00-20:00 on banking days and from 9:00 to 20:00 on weekends and national holidays. They can help with general questions, user problems, project management, script creation and database uploading.

Additional Services

Workshop

VCC Live provides two workshops a year to introduce new features and their efficient use.

Telecommunications

Call Termination

Ability to initiate and receive national and international calls.

National Phone Numbers

A phone number that can be requested in any location. Clients can also move their phone numbers from another service provider.

International Numbers

We can provide local call numbers in approximately 100 countries for helping international customer support.

SIP Interconnect

VCC Live's system can be integrated with other switchboards, system and telecommunication providers using SIP protocol.

optional

Contact center essentials

PER SEAT / MONTH

Basic Functionality

Database Management

A unique database structure can be compiled for each project. Data can be easily imported and exported using any format supported by Microsoft Excel.

Agent Status

Detailed analysis of agents' status allowing supervisors to observe their agents’ activity accurately.

Telecommunication Services

All clients have access to comprehensive national and international telecommunications services.

Outbound and Inbound Calls

Run your campaigns through VCC Live with fully featured incoming and outgoing phone calls.

Voice Recording

Internal Chat

Supervisors can communicate with an unlimited number of agents at the same time using chat messages.

Robinson list handling / Do not call list

The solution enables managing Robinson lists on a global or project level, which is also integrated with the dialer.

Call Transfers

Agents are able to transfer calls internally or externally or even conference calls with another user when help or expertise is required.

Timezone Handling

The system can be configured according to the user’s timezone and processes can be defined in the local timezone.

Advanced Services

Robinson List

The solution enables managing Robinson lists on a global or project level, which is also integrated with the dialer.

Time Zone Handling

The system can be configured according to the user’s timezone and processes can be defined in the local timezone.

SSO

The single sign-on (SSO) feature enables users to log in to VCC Live without having to enter their login credentials before each login.

VCC Live Pay

VCC Live Pay IVR

You can fully automate the VCC Live Pay payment process, enabling your customers to pay in your IVR, without agent assistance.

Sending Automated Emails

Email or text messages, containing relevant client information, can be sent when a call is terminated.

User Right Management

You can create user privileges for system operators, supervisors, administrators, QM agents, etc, with the ability to specify different privileges and settings for individual users.

Internal Chat

Supervisors can communicate with an unlimited number of agents at the same time using chat messages.

IP Phone Extension

You can connect IP desktop or software phones using a built-in sub-center function.

Quality Management

Supervisors and managers can determine aspects of quality control to help them assess agents' work and provide feedback thus helping to make agents and the call center itself more efficient.

Team Management

Any number of teams, including outsourced partners and agents without access to the database or settings, can work independently on one project.

Expanded Data Handling

Mass-modify and organize, contacts, and apply custom search queries.

Real-time Quality Management

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

Outbound Calls

Automatic Voicemail Detection

with 90%+ efficiency in various countries, it offers a great solution to save costs by filtering out calls answered by a machine.

Outbound IVR

Power Dialer

After finishing and terminating a call, a new call is initiated, increasing agents calling time to an anticipated 15-25 minutes an hour.

Preview Dialer

Predictive Dialer

Advanced Predictive Dialer Settings

Predictive dialer projects can be customized based on the database and given requirements.

Inbound Calls

Automatic Call Distribution (ACD)

Callers are put through to the agent with the most appropriate experience for the caller's needs.

Advanced Routing Methods (SBR)

Connects agents with the most appropriate needs according to the needs of the caller.

Advanced Features

Establishes a unique voice menu based on the caller's phone number or client code.

Intelligent IVR

Callers are guided and informed by an intelligent, simple-to-compile voice menu, and can be directed to agents based on the time of day.

Queue

If there is no available agent, callers wait in a queue for the next available operator. While waiting, music or information messages can be played until they are put through to an agent.

Text-to-Speech

Read back written text in 6 languages (Hungarian, English, Spanish, Russian, Latvian, and Swedish) using Google's reliable solution and use it in an IVR during automated interactions.

Speech-to-Text

Enables clients to automatically recognize the customer's voice during IVR using Google's solution; store and send this data to external systems or build special IVR flows based on the outcome.

Reports & Statistics

Dashboard

Users are able to create a set of custom widgets from all available data in the system and reach it from any device with an external URL.

Real-time Monitoring

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

Custom Exports

Records can be exported while the project is running.

Outbound Wallboard

Agents can be informed about real-time statistics by projecting them on an LCD or Plasma TV.

Custom Indicator

New columns can be added to statistics to highlight unique indicators as required.

Mass Exports

Mass export is the fastest way of exporting results of agent groups working on different projects simultaneously.

Custom Export Templates

Export templates can be established, allowing users to export data in the given structure with one click.

Multichannel Functions

Facebook Messenger Integration

The solution helps customers to connect with an agent via Facebook Messenger and answer any customer queries in time. Set up different queues to optimize the company’s services

Web Chat

With instant messaging, customers can instantly chat with an agent. The chat service can easily be integrated on any platform your agents use.

Mass Email

Email or text messages, containing relevant client information, can be sent when a call is terminated.

Customer Care Email Handling

Email or text messages, containing relevant client information, can be sent when a call is terminated.

Sending Automated or Mass Emails

Email or text messages, containing relevant client information, can be sent when a call is terminated.

Automated Mass SMS

Dynamic SMS and Email Templates

These features support unified communication and reduce time investment for agents.

Spam and Virus Filtering

Providing maximum safety and reducing unnecessary time investments for agents by controlling email contents.

Ticket Based Case Handling

Grouping emails to better review and track them. Different statuses and parameters help to deal with tickets more effectively and closing them prior to deadlines.

Sending Mass Email

Sending personalized emails to a defined segment within a database.

Chat

With instant messaging, customers can instantly chat with an agent. The chat service can easily be integrated on any platform your agents use.

Facebook Messenger Integration

The solution helps customers to connect with an agent via Facebook Messenger and answer any customer queries in time. Set up different queues to optimize the company’s services

Language-Based Email Queues

Data Security

GDPR Compliance

Higher Level of Security

Protect your data with special firewalls, extra patch manaement, advanced logging, and constantly audited environment.

Encrypted Data Connection

This encryption of data connection between the VCC Live's client program and VCC Live's central servers is provided by SSL/TLS.

Separated Database

Every client has a unique database for maximizing data security.

Application Firewall

You can limit which IP addresses and IP domains can log in to the VCC Live client software.

PCI DSS

Central servers used by our PREMIUM customers have the highest levels of data protection certification.

Integration

CRM Integration

Web Integration

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

Database API

Webhook

Sends details of calls and data recorded by agents after finishing a given call to other systems by using RESTcompatible API.

Javascript SDK

JavaScript interface used for complex branching questionnaires with more than 100 pages that require interface or branch programming.

IVR API

Data provided by callers such as PIN numbers can be transferred to external systems, (normally ERP or CRM) that can determine the next possible steps in the IVR menu.

Storage Services

10 GB

Free storage of voice recordings.

Voice Recording

Email Storage (attachments)

Storage of outgoing and incoming emails, together with attachments.

Additional Storage

Storage of voice files for a variable time, with costs based on the already occupied storage capacity.

Voice File Archiver Software

Previously recorded voice files, based on previously defined names, can be automatically downloaded using a separate program.

Support

Email Support

You can contact VCC Live's supervisor-level support staff via email between 8:00–17:30 on banking days.

Key Account Manager

VCC Live provides a key account manager to make VIP clients' system work as effectively as possible.

24/7 Support

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

Phone Support (during working hours)

Additional Services

Workshop

VCC Live provides two workshops a year to introduce new features and their efficient use.

Telecommunications

Call Termination

Ability to initiate and receive national and international calls.

National Phone Numbers

A phone number that can be requested in any location. Clients can also move their phone numbers from another service provider.

International Numbers

We can provide local call numbers in approximately 100 countries for helping international customer support.

SIP Interconnect

VCC Live's system can be integrated with other switchboards, system and telecommunication providers using SIP protocol.

Virtual contact center

PER SEAT / MONTH

Basic Functionality

Database Management

Agent Status

Telecommunication Services

Outbound and Inbound Calls

Voice Recording

Internal Chat

Robinson list handling / Do not call list

Call Transfers

Timezone Handling

Advanced Services

Robinson List

Time Zone Handling

SSO

VCC Live Pay

VCC Live Pay IVR

Sending Automated Emails

User Right Management

Internal Chat

IP Phone Extension

Quality Management

Team Management

Expanded Data Handling

Real-time Quality Management

Outbound Calls

Automatic Voicemail Detection

Outbound IVR

Power Dialer

Preview Dialer

Predictive Dialer

Advanced Predictive Dialer Settings

Inbound Calls

Automatic Call Distribution (ACD)

Advanced Routing Methods (SBR)

Advanced Features

Intelligent IVR

Queue

Text-to-Speech

Speech-to-Text

Reports & Statistics

Dashboard

Real-time Monitoring

Custom Exports

Outbound Wallboard

Custom Indicator

Mass Exports

Custom Export Templates

Multichannel Functions

Facebook Messenger Integration

Web Chat

Mass Email

Customer Care Email Handling

Sending Automated or Mass Emails

Automated Mass SMS

Dynamic SMS and Email Templates

Spam and Virus Filtering

Ticket Based Case Handling

Sending Mass Email

Chat

Facebook Messenger Integration

Language-Based Email Queues

Data Security

GDPR Compliance

Higher Level of Security

Encrypted Data Connection

Separated Database

Application Firewall

PCI DSS

Integration

CRM Integration

Web Integration

Database API

Webhook

Javascript SDK

IVR API

Storage Services

10 GB

Voice Recording

Email Storage (attachments)

Additional Storage

Voice File Archiver Software

Support

Email Support

Key Account Manager

24/7 Support

Phone Support (during working hours)

Additional Services

Workshop

Telecommunications

Call Termination

National Phone Numbers

International Numbers

SIP Interconnect

Multichannel solution

PER SEAT / MONTH

Basic Functionality

Database Management

Agent Status

Telecommunication Services

Outbound and Inbound Calls

Voice Recording

Internal Chat

Robinson list handling / Do not call list

Call Transfers

Timezone Handling

Advanced Services

Robinson List

Time Zone Handling

SSO

VCC Live Pay

VCC Live Pay IVR

Sending Automated Emails

User Right Management

Internal Chat

IP Phone Extension

Quality Management

Team Management

Expanded Data Handling

Real-time Quality Management

Outbound Calls

Automatic Voicemail Detection

Outbound IVR

Power Dialer

Preview Dialer

Predictive Dialer

Advanced Predictive Dialer Settings

Inbound Calls

Automatic Call Distribution (ACD)

Advanced Routing Methods (SBR)

Advanced Features

Intelligent IVR

Queue

Text-to-Speech

Speech-to-Text

Reports & Statistics

Dashboard

Real-time Monitoring

Custom Exports

Outbound Wallboard

Custom Indicator

Mass Exports

Custom Export Templates

Multichannel Functions

Facebook Messenger Integration

Web Chat

Mass Email

Customer Care Email Handling

Sending Automated or Mass Emails

Automated Mass SMS

Dynamic SMS and Email Templates

Spam and Virus Filtering

Ticket Based Case Handling

Sending Mass Email

Chat

Facebook Messenger Integration

Language-Based Email Queues

Data Security

GDPR Compliance

Higher Level of Security

Encrypted Data Connection

Separated Database

Application Firewall

PCI DSS

Integration

CRM Integration

Web Integration

Database API

Webhook

Javascript SDK

IVR API

Storage Services

10 GB

Voice Recording

Email Storage (attachments)

Additional Storage

Voice File Archiver Software

Support

Email Support

Key Account Manager

24/7 Support

Phone Support (during working hours)

Additional Services

Workshop

Telecommunications

Call Termination

National Phone Numbers

International Numbers

SIP Interconnect

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.

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