VICIdial Software


 

VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and call recording.

VICIdial combines inbound and outbound phone calls with inbound email and customer website chat in a single web-based interface. Skills-based routing and queue prioritization features help users ensure that calls and emails go to the agents who are best able to handle them. Agents can also switch between handling outbound and inbound calls when necessary.

Other features include previewing leads before dialing, recording and listening to agent calls, sending dropped calls to available agents or a voicemail inbox, estimated hold times for inbound callers, remote-agent calling, multiple language support and more.

Support is available online and via email.

 

VICIdial - Live web chat
 
  • VICIdial - Live web chat
    Live web chat
  • VICIdial - Real-time report
    Real-time report
  • VICIdial - System summary
    System summary
  • VICIdial - Admin settings
    Admin settings
  • VICIdial - Outbound customer scoreboard
    Outbound customer scoreboard
Supported Operating System(s):
Web browser (OS agnostic)

166 Reviews of VICIdial

 

Start your review of VICIdial

Click to start
https://www.softwareadvice.com/call-center/vicidial-review/
Software Advice Reviews (1)
More Reviews (165)

Showing 1-1 of 1

Leilani Grace from The Results
Specialty: Other
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

Vicidial for Freelancing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This is the cheapest dialer in the Philippines but very convenient to use. We can save money for small online businesses in the market

Cons

It is hard to use the transfer in this type of dialer. I had my agents complaining about it plus there are lots of buttons to click.

Review Source
 
 
 
Showing 1-20 of 165

Juan Angel from Collective Solution, LLC
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2018

December 2018

ViciDial Easy Dialer

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

Easy to set up if you a lot of Linux commands and know about the Voip infrastructure,

Easy to setup and make queues and IVR flow

Cons

the GUI and UX experience lack alot. and needs imporvement on loading call info

Review Source: Capterra
 


December 2018

December 2018

Powerful software for Call Centers

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The time it saves all of our customer service agents is amazing!

Cons

Initial setup can be confusing but it is worth it in the end

Review Source: Capterra
 

Polina from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

Does wonderful work .

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I am amazed at how organized your calling campaigns become with VICIdial . The biggest gain for me is how it reduces waste and unnecessary actions .

Cons

It is not user-friendly and the design looks extremely outdated .

Review Source: Capterra
 

Nick from Phone Ware Inc
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Great Dialer

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

This dialer is fully built out. We have use it for years. We are able to pull all important metrics to reports with relative ease.

Cons

This dialer is open source. Although there is good support from VICIdial, we handle our own server maintenance.

Review Source: Capterra
 

Maximo from Ecco Outsourcing Group
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Best open source dialer!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Call center with over 300 agents working very well.

Pros

Easy to understand and easy to use and follow, with linux as base OS you can edit the conf files as you wish. Very complete dialer for any needs. just a few steps and minutes for installation. The deployment is very fast. No time wasted. You can find forums online to solve any issue or the Vicidial support has a very higth response timing.

Cons

So far so good. no problem after all. Integrations with many CRM is a plus.

Review Source: Capterra
 

Irena from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

Essential for series telephone work .

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The reporting system is really sophisticated. It is second to non at providing an in depth look at your calling patters and how they can be optimized .

Cons

Until you get used to it ,the design can look very complicated and hard to navigate .

Review Source: Capterra
 

DAVID from IT Services
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

eASY TO USE

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

i LIKE HOW INTUITIVE THIS PROGRAM IS. THE PROGRAM IS EASY TO USE& WORKS MOST OF THE TIME

Cons

I DO NOT LIKE HAVING TO OCCASIONALLY REREGISTER IN THE SETTINGS.

Review Source: Capterra
 

antonio from Ecco Outsourcing Group
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Good Dialer

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

In the begging i thought that was difficult, but after i use it and learn it, i recommend it to any call center.

Pros

Is an excellent dialer, easy to use, faster, efficiency, stable, the report are accurate, i'm comfortable with this product.

Cons

I do not have any cons of this software.

Review Source: Capterra
 

Georgi from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Efficiency in calling .

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

VICIdial does an amazing job and managing your campaigns . It eliminates so much waste ,reduces costs and is free to use .

Cons

While often sufficient by itself ,it works best when combined with supporting software ,mainly a text messaging one .

Review Source: Capterra
 

Alexandar from Taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Best dialer I've worked with .

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Vicidial has everything I can think of wanting in a dialing tool . It manages campaigns amazingly,handles incoming and outgoing calls and the reports are very informative.

Cons

The set up at the beginning takes a lot of time. Can be hard to navigate .

Review Source: Capterra
 

Brad from Silver Lake Resort
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Silver Lame

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Ease of use. So easy to use and get started.

Cons

Nothing at all. No complaints easy to set up.

Review Source: Capterra
 

Ramon from Ecco Outsourcing Group
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Excellent Dialer

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

My very respectful of this software, easy to use, platform very stable, flow of the calls, reporting, monitoring, inbound, outbound. Wow

Cons

Nothing to said I like very much good one.

Review Source: Capterra
 

Claire from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Organize your calls .

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

For me personally, the best way to organize calling campaigns efficiently .A very structured program that gives detailed progress reports ,enabling you to increase productivity and meat your goals.

Cons

It looks very outdated and if you have a lot of campaigns through it ,it can get confusing to manage .

Review Source: Capterra
 

jamie from csr
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

EASY

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

THE EASE OF ANSWERING AND HANGING UP FOR MAKING CALLS.

Pros

ITS SO SIMPLE TO USE. NOT A LOT OF BUTTON SO YOU CANT BE CONFUSED.

Cons

IT DOES NOT HAVE A LOT OF FEATURES WHICH MAY OR MAY NOT BE A GOOD THING.

Review Source: Capterra
 

Nelson from Cibersys
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

the special pbx for your telephone campaigns

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

is the best phone system for your phone calls, your predictive dialing is the best among many

Cons

maybe the interface is not the most pleasant but you get used to it

Review Source: Capterra
 


August 2018

August 2018

Amazing dialer for contact centers

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Setting it up is not difficult at all. You can access it at home. Do inbound and out going calls easily, determine the abandon calls, average handling time, you can also trace via inbound reports the peak hour so you can project how many agents to assign at a certain hour. It is undeed an impressive software/provider.

Pros

Our company is using Vicidial even before I was hired 5 years ago. It is always available and we never had a issue using it. You can use it for agents time log in and out, monitoring queueing calls, barge live calls and generate reports. All you need about the operations is available there and it can be exported to excel files.

Cons

The interface was a bit old school due to the gray, white and black background but all the details you needed is available especially when your doing reports.

Review Source: Capterra
 

Shannon from VERAFAST

July 2018

July 2018

It was easy to take calls and understand there platform.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

it has a fast set up so not a lot time needed to set up and you get a free trial and you don't have to give your credit card to start the trial.

Cons

There were no cons for me maybe new people may be a little set back till they read everything. Also
I think the reporting could be broken down to be a-lot easier.

Review Source: Capterra
 

Kaloyan from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

A wonderful dialing tool .

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

You can't beat free and VICIdial is just that . Extremely easy to navigate through and navigate the calls in a very affordable way .I also like that you can compartmentalize different call areas alongside different subjects for the specific call .

Cons

Any complains I have are just nitpicking . That being said ,the design looks very outdated and the reports are very hard to understand .

Review Source: Capterra
 

Sirma from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

Essential for call center work

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

It makes going through a large number of calls a lot more affordable and organized .

Pros

The biggest that stands out is that you can use ViCIdial for free. On top of that it ensures a constant stable connection and through the open source development ,there are always improvements .

Cons

While the reports are very informative ,they are hard to understand .I would also be very happy with a design update .

Review Source: Capterra
 

Steven from Taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

Great for lengthy campaigns .

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

Easy to install and supervise afterwards .Can be integrated into your company's CRM for optimum efficiency. You also can't beat it at pricing ,when there isn't any !

Cons

It takes a lot of time to configure your preferences ,dialer data and call times at the beginning . Smooth sailing after that in my experience .

Review Source: Capterra