Reading Time: 1 minute

Our pricing has been tailored to fit every business scale
from 10 agents to huge call centers.

Most popular

Standard

€ 55

per seat/month

………

Increasing effectiveness for small and medium call centres

Learn more

Campaign Management

Outbound and Inbound Calls

Reports and Statistics

Voice Recording

Telecommunications Services

E-mail Support

Predictive Dialer

Internal Chat

Questionnaires, Script Editors

Automated E-mails

User Right Management

Web Integration

Support via Phone
Professional

€ 75

per seat/month

………

Innovative service to professional call and contact centres

Learn more

Standard package

+

Intelligent IVR

Quality Control

Expanded Data Handling

Unique Statistics

Wallboard

Team Work Support

Quotation

API

International Phone Numbers

Personal Consultant

Boarding Support
Multichannel

€ 95

per seat/month

………

Suited features for comprehensive customer cares and contact centres

Learn more

Professional package

+

Sending Automated SMS

Sending Automated emails

Dynamic SMS and Email Templates

Customer Care Email Handling

Spam and Virus Filtering

Ticket-based Case Handling

Chat
Premium

€ 135

per seat/month

………

High level of data security and support specially for financial institutions

Learn more

Multichannel package

+

Higher Level of Security

Premium Customer Care Support

* Minimum of 10 users per company.

Have a question? Touch base by filling in our form.

Our team will contact you in the next 24 hours.

First name

Last name

Company name

Number of Users

Company email

Phone

How can our software help you?

Message (up to 500 characters)

optional

500 / 500

Please note that by clicking on the Submit button, you agree to a member of VCC Live® team contacting you with business offers. You can find detailed information on how we can establish contact with you in our Privacy Policy.

Subscribe to our newsletter

Please note that by subscribing to our newsletter, you agree to receive regular email messages from VCC Live® about service related news and updates. By subscribing to our newsletter, you also agree that VCC Live® will use your data in accordance with the applicable Privacy Policy until you unsubscribe from the newsletter.

Reading Time: 1 minute

Full Feature List

Take a look at our package deals, compare them and find the best solution for your business!

Full Feature List

Standard
Professional
Multichannel
Premium

€ 55

per seat/month

Learn more
€ 75

per seat/month

Learn more
€ 95

per seat/month

Learn more
€ 135

per seat/month

Learn more

Most popular

Standard
Professional
Multichannel
Premium

€ 55

per seat/month
€ 75

per seat/month
€ 95

per seat/month
€ 135

per seat/month

BASIC FUNCTIONALITY
Maximum Active ProjectsYou can start and receive calls from the given amount of concurrent projects.

10

50

50

50
All ProjectsTotal number of currently active and inactive projects.

50

300

300

300
Project ManagementVCC Live’s layout is based on projects, which allow users to manage and organise different call center activities, such as telemarketing and customer support. You can also easily customise settings, databases, scripts, statistics, user privileges.
Database ManagementUnique database structure can be compiled for each project. Data can be easily imported and exported using any format supported by Microsoft Excel.
User ManagementYou can create user privileges for system operators, supervisors, administrators, QM agents, etc, with the ability to specify different privileges and settings for individual users.
Disposition CodesDispositions indicate the results of calls. A number of successful, non-successful and call back disposition codes allow you to create different terminations to indicate results of calls.
Agent InterfaceErgonomic and easy-to-use Windows and Linux compatible agent interface, which can be learnt in about 10-15 minutes. With only a headset needed for calls.
Agent StatusDetailed analysis of agents’ status allowing supervisors to observe their agents activity accurately.
AUXAUX allows supervisors to be able to differentiate between a customisable number of breaks (e.g. coffee break, training, etc.) and ensure agents keep to their break times.
DatasheetA customisable form containing call recipient data, which can be edited by agents either during the call or afterwards.
Telecommunication ServicesAll clients have access to a comprehensive national and international telecommunications services.
ADVANCED SERVICES
Script Editor – QuestionnaireAgent calls can be script or questionnaire driven, guiding agents through calls step by step based on recipients’ answers, helping move the conversation in the desired direction and reducing calling time.
Internal ChatSupervisors can communicate with an unlimited number of agents at the same time using chat messages.
IP Phone ExtensionYou can connect IP desktop or software phones using a built-in sub-centre function.

Optional
Advanced Database ManagementIt provides a customised and comprehensive screening, listing and exporting function, and allows for flexible database updating.
Quality ManagementSupervisors 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 centre itself more efficient.
Team ManagementAny number of teams, including outsourced partners and agents without access to the database or settings, can work independently on one project.
VCC Live Mobile AppWith the VCC Mobile App it is easy to see which clients need to be contacted when, what the results of conversations are, and what follow-up tasks are required. Once set up, VCC Mobile App can transfer data to the VCC client and other corporate CRM systems, making it possible to work effectively outside the office using any mobile device. Corporate managers and supervisors can also use the app to efficiently oversee their employees’ activities.

Optional

Optional

Optional

Optional
VCC Live PayWith the help of the operator paying via bankcard 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 payed 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.
OUTBOUND CALLS
Manual DialerAgents start calls with only one click. Clients waiting for a call back appear automatically on a pop-up based on a previously specified call back time. Anticipated agent talking time is 10-20 minutes per hour.
Power DialerAfter finishing and terminating a call, a new call is initiated increasing agents calling time to an anticipated 15-25 minutes an hour.
Predictive DialerAn efficient solution, which 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 SettingsPredictive dialer projects can be customised based on the used database and given requirements
QuotationWhen used for representative research and surveys, for example opinion polls, a specific number of a given type of recipient can be called.
Outbound IVR (Robocall)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.

Optional

Optional
INBOUND CALLS
IVRCallers are guided and informed by an intelligent, simple-to-compile voice menu, and can be directed to agents based on the time of day.
QueueIf 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.
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 Queue FeaturesAnnounces the approximate time of waiting, and generates automatic callbacks for calls lost while they are in the queue.
Advanced FeaturesEstablishes a unique voice menu based on caller’s phone number or client code.
REPORTS AND STATISTICS
Real-time StatisticsProjects’ status and operator activities can be monitored in real time, and calls and dialer status can be observed in outbound calls, IVR and inbound queues, allowing for interventions at any time.
Agent, Call, CDR StatisticsTailored statistics can be generated based on any given data and structure requirements.
CDR ReportContains all calls and data within a given period (e.g. caller and call recipient, length of calls, agent). Using the report calls can be located and listened to, and QA surveys can also be easily generated.
Custom ExportsRecords can be exported while project is running.
Outbound WallboardAgents can be informed about real-time statistics by projecting them on an LCD or Plasma TV.
Custom IndicatorNew columns can be added to statistics to highlight unique indicators as required.
Mass ExportsMass export is the fastest way of exporting results of agent groups working on different projects simultaneously.
Custom Export TemplatesExport templates can be established allowing users to export data in the given structure with one click.
STORAGE SERVICES
Voice RecordingCalls 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.
Email Storage (attachments)Storage of outgoing and incoming emails, together with attachments.
StorageFree storage of voice recordings.

10 GB

10 GB

10 GB

10 GB
Additional StorageStorage of voice files for a variable time, with costs based on the already occupied storage capacity.

Optional

Optional

Optional
Voicefile Archiver SoftwarePreviously recorded voice files, based on previously defined names, can be automatically downloaded using a separate programme.
MULTICHANNEL FUNCTIONS
Sending Automated SMSFinishing any calls, you can send a tailor-made SMS, upon, disposition codes. It can contain any data of the given client.
Sending Automated EmailE-mail or text messages, containing relevant client information, can be sent when a call is terminated.
Dynamic SMS and Email TemplatesThese features support unified communication and reduce time investment for agents.
Handling Customer Care EmailsReceiving, handling and replying high number of emails in controlled way with reporting options.
Spam and Virus FilteringProviding maximum safety and reducing unnecessary time investments for agents by controlling email contents.
Ticket Based Case HandlingGrouping emails to better review and track them. Different statuses and parameters help dealing with tickets more effective way and closing them prior to deadlines.
Sending Mass EmailSending personalised emails to a defined segment within a database.
ChatWith instant messaging, customers can instantly chat to an agent. The chat service can easily be integrated on any platform your agents use.
DATA SECURITY
Encrypted Data ConnectionThis encryption of data connection between the VCC Live’s client programme and VCC Live’s central servers is provided by SSL/TLS.
Separated DatabaseEvery client has a unique database for maximizing data security.
Password PolicyA unique password policy can be established, with elements such as the minimum length of passwords, use of special characters, frequency of characters and password expiry date can be defined.
User Power ManagementYou can create different power privileges hierarchy based on your requirements including agent, supervisor, administrator, quality manager, project manager, database manager, etc.
Data Security ReportCreate overviews of users data access history including changing, importing, exporting or checking statics, downloading voice files, etc.
Application FirewallYou can limit which IP addresses and IP domains can log in to the VCC Live client programme.
SIP TLS, SRTPEncryption of voice channels by SIP-TLS sRTP protocols.
Bank Card PaymentWhen confirmed during a conversation, services ordered by a customer can be paid for immediately using a bank card.
PCI DSS-compliant Data SecurityCentral servers used by our PREMIUM customers have the highest levels of data protection certification.
INTEGRATION
Click-to-CallCalls can be started from any CRM, after minimal amount of IT preparation.
Web IntegrationAny web-based ERP, CRM or other applications can be embedded into agents’ surface displays with just a few clicks.
Database APIExternal 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 web-callback function.
WebhookSends details of calls and data recorded by agents after finishing a given call to other systems by using REST-compatible API.
Javascript SDKJavaScript interface used for complex branching questionnaires with more than 100 pages that require interface or branch programming.
IVR APIData 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.
SUPPORT
Email SupportYou can contact VCC Live’s supervisor level support staff via email between 8:00 – 17:30 on banking days.

Free

Free

Free

Free
Phone Support (in worktime)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.

Free

Free

Free

Free
Key Account ManagerVCC Live provides a key account manager to make VIP clients’ system work as effectively as possible.

Free

Free

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

Free
ADDITIONAL SERVICES
WorkshopVCC Live provides two workshops a year to introduce new features and their efficient use.

Free

Free

Free

Free
TELECOMMUNICATIONS
Call TerminationAbility to initiate and receive national and international calls
National Phone NumbersA phone number that can be requested in any location. Clients can also move their phone numbers from another service provider.
International NumbersWe can provide local call numbers in approximately 100 countries for helping international customer support.
SIP InterconnectVCC Live’s system can be integrated with other switchboards, system and telecommunication providers using SIP protocol.

Optional

Optional

Optional
LICENSE FEES
Package PriceStandard VCC Live service rate per month.

€ 550

€ 750

€ 950

€ 1350
Number of Users Included in the PackageBasic package price is available only with the minimum number of agents highlighted in feature list. User licenses could be upgraded with monthly or minute-based accounting services. The basic package includes month-based accounting only.

10

10

10

10
Administrator License /month/userMinimum one user with administrator access is required.

€ 75

€ 75

€ 75

€ 75
Additional Agent License /month/agentIn the case of any upgraded package, you can choose a month or minute-based agent license accounting service.

€ 55

€ 75

€ 95

€ 135

Frequently Asked Questions (FAQ)

What does a “seat” mean?

Reading Time: 1 minute

A “seat” refers to the number of agents able to log into the system at the same time. If, for example, your contact centre operates with two agents working in shifts, one seat means that only one of them can be logged in at any one time.

Do I need to pay any initial investment (CAPEX)?

Reading Time: 1 minute

You do not need to make any initial financial investment, as it is not required. The only upfront costs that may occur is if you request a consultation before the start of the contract, or if you have special needs, such as custom developments and releases.

Do you also provide customer service agents?

Reading Time: 1 minute

VCC Live® does not provide agents and supervisors. We are a software solution company for contact centres, and provide only the software tools and telecommunication services your own agents and supervisors need for their daily work.

How do I start using the service?

Reading Time: 1 minute

It requires only three steps: 1. Subscribe to our services by signing a contract with us. 2. Give our team 2-3 days to create and set up your account; 3. Attend your personalised set-up training session with your VCC Live® Key Account Manager.

What is the monthly fee for the service?

Reading Time: 1 minute

Monthly fees are calculated per seat, and are based on the pricing package you choose. The number of seats can be increased and decreased during the subscription period, based on the changing needs of your contact centre.

Do I need to sign a fixed-term contract?

Reading Time: 1 minute

No. We use indefinite ‘rolling’ contracts because we believe in keeping our clients because of our expert solutions and support, rather than our contract terms and conditions. If you no longer wish to use VCC Live® you can cancel your contract with us at any time.

Are there any additional costs?

Reading Time: 1 minute

The only additional costs you should take into consideration are charges such as telecommunications fees, SMS fees and storage costs, if you require such services. The costs of these additional services will be discussed with you before you start to use our solution.

What support will I receive while using VCC Live®’s service?

Reading Time: 1 minute

During your contract period with us, our team of VCC Live® specialists will provide you with technical support in all areas of VCC Live®’s software. In addition, our Key Account Managers will give you further operational guidance and advice as required.

Get a quotation