Open-source solutions have been the favorites of many businesses because they give a perfect start to the dream of many entrepreneurs. The open-source solutions are free and even give access to the codebase, which lets business owners cultivate their technical expertise into working products. VICIDial is one of the most popular open-source call center solutions. It has registered 14,000 software installations in more than 100 countries across the world. VICIDial custom development is the next step in unlocking the potential business in the call center industry.
Several businesses use
this call center software because it is available for free, and they continue
using this software as it is. Of course, many businesses invest in VICIDial
custom theme development to customize the theme of the software. Custom
development of the VICIDial theme also helps in leveraging the advantage of
using a white-label solution. There are definitely
several other advantages associated with the theme customization of this
software. The thing to consider here is that the potential of this solution is
really high in fact that it provides access to its code, and it gives an open
ground to play with it. You can make any type of change on this platform by using
the help of a VICIDial development company.
VICIdial Custom Development of This Solution Can Unlock the Real Potential
of this Platform
1. Increase Automation
VICIDial already has some
implemented features like automated dialers (auto-dialers), automatic call
distributions (ACDs), etc. in the software. The predictive dialer is one of the
most prominent call center dialers available in this software, which is as good
as a majority of other contact center solutions offer. This software also has automated
routing features like skill-based call routing. It also has interactive voice
response (IVR) to let call centers auto-serve customers.
Many businesses get
settled with this automation and self-serving feature. However, the smart move
would be to invest in VICIDial custom development to unlock the true potential
of this software. For example, this software doesn’t have a very important
automatic call routing strategy, Sticky Agent. It is necessary to add this
feature with custom development. Advanced custom development can add several
other amazing features to empower call centers that use this solution.
2. Improve Customer Care Results
Several businesses use
proprietary or open-source call center solutions to deliver excellent
customer care services. VICIDial solution has fundamental features to provide a
satisfactory customer experience. But being an open-source solution, it has
several limitations in terms of features. This may restrict the efforts and
effectiveness of a business in providing delightful customer care services.
This makes it necessary to invest in custom development to add some advanced
customer care features so excellent customer care services can be offered.
For example, Soundboard Avatars is one of the most effective
communication features available in this software. It is not available in this
software. If a call center does not have this feature, it becomes difficult to
capture the attention of certain customers and the call abandonment rate will
increase rapidly. The VICIDial development company will develop this feature,
so you can easily cater to your customers in their preferred language with
native-speaking Avatars. This unlocks the true potential of this software to
run effective customer care campaigns.
3. Boost Reach
As mentioned earlier,
this software provides amazing potential in running any type of campaign, be it
inbound, outbound, or blended. Along with customer care, this software can also
be used to reach out to customers and prospective customers using auto-dialers.
It also has an audio broadcasting feature in its open-source version. However,
it lacks other important features that can help in increasing the reach of the
software. For example, the number of auto-dialers is limited, and it does not
have advanced features for outbound campaigns. Progressive and power dialers
are missing in this software. It also doesn’t have an SMS broadcasting feature.
With the custom development of modules and features to add these missing
outbound calling features, businesses can increase the reach of campaigns.
Businesses will be able to reach out to more clients using added
features and take advantage of having an advanced call center software solution.
Along with running simple features, one can even take advantage of running
campaigns for surveys, customer relationship management, collecting feedback,
generating awareness, and several other objectives.
4. Enhance Productivity
One of the commonly
invested areas for improvement of this software is the VICIDial theme. It is
necessary as well. Custom themes can make this software even more engaging and user-friendly.
It helps agents to easily navigate through the software and work more
efficiently. They don’t need to take some additional steps while using this
platform. Moreover, a user-friendly system helps agents to save time and work
more productively.
The VICIDial custom theme development also helps in eliminating common
bugs in the software. This ensures that agents don’t waste time dealing with
bugs. In addition to that, the custom theme will also eliminate all other
roadblocks that can interrupt the workflow of agents.
With correct features and an engaging theme, users of this software can
achieve excellent performance and productivity. A productive team is capable of
unlocking even more possibilities for revenue generation and augmenting other
business areas like customer care, sales, lead generation, etc.
Concluding Notes
Open-source solutions
have been helping several businesses to chase their business dreams without
getting concerned about funds and budget. The basic open-source version
provides the required features for startups and small businesses to get started
and keep going on with basic campaigns. VICIDial is one of the popular open-source
solutions that lets businesses use the best features of a solution that is
required by the call center industry.
Being an open-source
solution, it has predefined features but lacks several advanced features. The
real essence of this open-source software can be extracted by adding missing
features and advancing its performance capabilities. It can compete with some
really advanced and intelligent contact center solutions if a business invests
in advancing its potential with value-added features. VICIDial custom
development can help in enhancing its performance and unlock the potential of
this software. Have you invented development for VICIDial or not?
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