Vicidial has a lot of great features out of the box to build forms and scripts for agents to follow. However, sometimes it is worth the time and investment to create custom web forms that can greatly improve the call flow, and help agents obtain more accurate data.
I recently had a client new to Vicidial contact me with a unique challenge. They were tasked with conducting a survey for a large computer vendor. Unlike most scenarios where there is a single contact for single record, this client needed to accommodate up to 5 contacts per record. Additionally the script had many branches based upon the respondents answers during the call flow. The complex business logic and the dynamic manner in which contacts needed to be dialed called for the creation of a custom web form.
Custom web forms have two big advantages over the form and scripting tools available in Vicidial. First, they allow for the creation of call flows that can exactly match complex business rules that may be required by a client. Second, they allow for the strict validation of collected data. These benefits usually lead to less complexity for the agent, increased agent efficiency, and increased data integrity.
In this scenario agents were able to work a survey by dialing several contacts for the record in a single persistent interface. By using the Vicidial agent and non-agent API's all of the agent tasks including setting the disposition of individual contacts and dialing were done in a single interface. This was of particular benefit to this client as it was the first time their agents were exposed to Vicidial.