OUR SERVICES

At Integradial,

we offer a variety of services

for your company.

MORE THAN JUST YOUR PROVIDER,

WE ARE YOUR STRATEGIC PARTNER

Customized implementation

Integration with your current platforms

Technical support and operational continuity

INTEGRACHAT

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CLOUD DIALER

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VIRTUAL AGENTS

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AGENT MONITORING

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24/7 SUPPORT

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BPO SERVICES

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vicidial

‌VICIDIALis a comprehensive telephony management platform for Call Centers, being the most popular Open Source solution in the world, including in actuality more than 14.000 installations in more than 100 countries, where the variety of companies and organizations that confide in VICIDIAL goes from PYME’s with 5 agents to big businesses with more than 500 agents, managing their client's communication needs and producing millions of calls daily.

With VICIDIAL your agents will be able to manage both Inbound and Outbound calls, as well as incoming email and also interaction with clients through WEB CHAT. Being able to prioritize all these services through queues, your agents can efficiently meet the contact needs of your company.

VICIDIAL allows agents to log in on a web-based screen and operate by entering the various campaigns created, being able to receive calls from one or more groups (or inbound queues), while being able to make outbound calls. VICIDIAL can function as a manual, assisted and predictive ACD dialer, containing thousands of features and options available thanks to a suite of programs that are designed to interface with Asterisk Open Source PBX.

‌Dialer Principal Characteristics

‌Inbound/Outbound call control
Controlled Outbound
Auto dialing / Predictive dialing / Manual dialing
Automatic call distribution / Call queue management
Web-based agent interface, pause code configuration
Web-based admin and monitoring
Conferences
Transfers
Integrated Call Recordings
Highly customizable statistics and reports
Ability to have agents operating remotely
Ease of growth and scalability

SMART AMD

‌WITH SMART AMD

Automatically classifies each call as a person, voicemail, busy tone, silence, or another detectable outcome.
Reduces the time agents spend handling unproductive calls.
Routes available human contacts to agents, bots, or defined workflows.
Allows you to configure action rules based on the outcome of each call.
Centralizes metrics, results, and trends via the SMART AMD Dashboard.
Integrates with Vicidial, gateways, carriers, and external platforms via API.
Makes it easy to adjust campaigns based on actual call behavior.

Intelligent Call Detection and Classification

SMART AMD Architecture

SMART AMD analyzes the audio and available signals during each call to determine whether the response comes from a person, voicemail, a tone, silence, or another relevant condition.

Based on the classification obtained, the platform executes the previously configured action: transfer to an agent, continue an automated flow, play a message, log the result, or end the call.

This helps reduce unproductive contacts, improve agent utilization, and optimize campaign performance.

Integration and Operational Control

Integration with Vicidial and other dialing platforms.
Compatibility with multiple gateways, carriers, and providers.
Configurable rules based on the detected result.
Routing to agents, bots, IVR, or automated workflows.
Centralized logging of classifications and actions taken.
View results via dashboard and API.
Accuracy and performance monitoring by campaign.
Scalability for operations with multiple clients or servers.

Intelligent Call Analysis

Analysis During Call Setup

SMART AMD can evaluate available signals and audio during the early stages of the call to identify patterns associated with people, tones, voicemail, silences, and automated responses.

When infrastructure and the provider allow it, this classification can begin before the call is transferred to an agent, reducing unproductive contacts and improving resource allocation.

Analysis After Answering

Once the call is established, SMART AMD continues to analyze the audio to determine whether a person, a machine, or an automated system answered.

Depending on the result and the campaign rules, the call can be transferred to an agent, continued via automation, logged with a specific classification, or terminated.

Centralized Management via Dashboard and API

SMART AMD allows you to manage settings, review classifications, and view metrics from a centralized interface.

Its API facilitates integration with dialers, CRMs, reporting tools, and internal systems, enabling detection results to become part of each client’s operational workflow.

More real conversations

Less wasted time.

Get to know SMART AMD

VIRTUAL AGENT (BOT)

Dialer

IVR

BOT

ASR

TTS

Recording

Supervisor

ADMIN

Reports

IVR Uses

‌‌‌Outbound calls without an agent
‌‌Payment Reminders
‌‌Marketing and promotional messages
‌‌Telefony surveys in satisfaction, quality, experience, politics, all with appointment notifications
‌‌First Contact: Transfer to agent only if option's selected by client

Cloud Dialer Services

CLOUD DIALER

Infrastructure managed by specialists.
Ability to connect multiple carriers and countries.
Scalability based on campaigns, agents, and traffic.
Remote access via softphone or WebRTC.
Security and control over SIP traffic.
Integration with SMART AMD, CRM, APIs, and external tools.
Technical support and operational monitoring.

How it works

Connectivity with Multiple Carriers

The platform can connect with telecommunications providers in different countries, allowing for traffic distribution, the use of alternative routes, and the adaptation of operations to each market.

SIP Routing and Protection

Calls pass through a central control layer that manages connections, protects the infrastructure, and directs each call to the appropriate server, campaign, or resource.

Intelligent Call Classification

SMART AMD can be optionally integrated to identify individuals, voicemail boxes, tones, silences, and automated responses before transferring the contact to the appropriate resource.

Vicidial Cloud Platform

Operations run on a Vicidial architecture managed by Integradial, featuring inbound and outbound campaigns, agents, recordings, reports, and centralized configurations.

Flexible Access for Agents

Agents can connect via softphone or WebRTC from different locations, provided they have an authorized and stable connection.

Continuous Technical Monitoring

The infrastructure can be monitored to detect issues with connectivity, availability, capacity, and performance before they significantly impact operations.