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)

146 Reviews of VICIdial

 

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Software Advice Reviews (1)
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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 145

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
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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

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Value for Money

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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
 

John A from Los Angeles School of Out of Body Travel & Lucid Dreaming

June 2018

June 2018

I still can't believe it's free!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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It allowed to make my calls with a predictive dialer with all the features you can imagine, eliminate my dependence on land lines, and have a system my agents could log in to locally or remotely.

Pros

First that you can download and install and use it completely 100% free, no strings attached. Second, it has every feature you could possibly imagine for dialing solution software and predictive dialers. Third, the reporting is all one 1 screen, there are many reports, inbound, outbound, carrier reports, etc. Fourth, they have a user forum where, and I kid you not, you can post a question or an issue you are having, and either a VICIdial expert or one of the other many experts on the forum will respond to your question usually within an hour or two, always that same day, and answer your question or help you work through your issue. Fifth, it's now the world's most popular dialing solution software, so you can find answers to about any question by just googling. Sixth, the hardware requirements are low. When I first installed VICIdial I used an old desktop and turned it into a VICIdial server. And seventh and maybe most importantly, VICIdial is constantly evolving. New revisions come out regularly, and new versions of the installer VICIbox are produced regularly, and they are new features constantly, and the program keeps getting better and better! In their next version of VICIbox they are offering a webrtc softphone built right into the program, so you won't need to download and configure softphones anymore. In summary, VICIdial is everything you always wanted in a predictive dialer or software dialing solution, and it is absolutely free of charge!

Cons

I installed VICIdial in March of 2017. It took me a weekend to set up campaigns, upload lists to call, configure a VoIP carrier, and put in the settings I needed for my campaigns. I installed on a Sunday afternoon and started dialing the next day on Monday morning at 9AM. And everything worked! Now it's June of 2018 and I've been using VICIdial for 1 year and 2 months. Although I got everything working the very first day, over time I have discovered the hundreds of features VICIdial offers and how to set them and configure them. The VICIdial system I use today is much different from the one I started with a year ago. Well the system is exactly the same, same operating system, same vicidial same asterisk, but I take advantage of many features now that I didn't even realize VICIdial had when I first installed it. If there is a con about using this software, and I do not believe there is, it would be VICIdial has so many features it takes a little time to learn all of them

Review Source: Capterra

  Response: Vicidial Group, VICIdial Group

Date: June 2018

June 2018

 

Thank you for the glowing review!

 

Anna from mytaskhelper.ru
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

A powerful program for call centers

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

The program has practically no analogues. The fact is that among the free call centers VICIdial simply does not have competitors in terms of the level of opportunities. About some of the functions you do not even guess, naturally asking the question: and so you can?

Cons

The system has practically no adequate and well-developed community. In case of any problems or issues, the decision may be delayed for a long time.

Review Source: Capterra
 

Miguel Angel from supamike.com
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Vicidial profject is a very complete, mature and full of features software. I greatly recommend it.

Ease-of-use

Functionality

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Value for Money

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Support

I helped me make my SIP services business.

Pros

It uses all the open-source standards into one powerful system. It uses mysql, asterisk, apache, etc. It has everything a call center might need and more. It has so many features that I've never used them all. Outbound, Inbound and blended campaigns. Web forms, time tracking and more. I have been using this software ever since I tried it for the first time. And its now my default choice when a client comes to me asking for a call center software.

Cons

It's not user friendly or intuitive. It's normal to get lost in the beginning. There's so many options that can get overwhelming at times. But with a some patients and a little try and error it gets easier. I highly recommend reading the manual. It's very complete.

Review Source: Capterra
 


May 2018

May 2018

Great software for call centers

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

We have been using VICIdial daily for the past 4-5 years and it's a great call center tool. Loading and completing dialers with long lists of customers is easy. They can be sorted based on multiple details, but most importantly by time zone

Cons

We have had some technical issues from our user side such as duplicate calls or overlapping calls, which can only be fixed by login out and restarting the system,

Review Source: Capterra
 

Kashif from Emenac

May 2018

May 2018

A very classical dialer which provides economical services

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
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Pros

A very classical dialer which provides quality services in a very reasonable price. The voice quality is also good. Better than many in the market.

Cons

The only problem is with installation. At the end, you need the support person to set it up for you. No matter how many times you have gone through the process, something will change in every other account set up.

Review Source: Capterra
 

Antonis from BrainTech

May 2018

May 2018

In general, it is a very good program and does not have problems in its functionality..

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
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Pros

Vicidial sofware is free and although has many features and possibilities so the users can do everything with it..

Cons

Vicidial sofware is not user friendly and it is very difficult to learn it..
Also i do not like the UI..

Review Source: Capterra
 

Ajit K from dOpenPBX

May 2018

May 2018

Before Vicidial we were paying hundreds of dollars per seat for our call center, Thanks Matt Florell

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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I use it for our own B2B promotions. I also provide consultancy to call centers and suggest them to use ViciDial.

Pros

Features and ease of use.
Free Opensource and great helping community.
I love Survey campaign feature

Cons

Agent interface can be better. I don't think any other Cons if you got manager manual you can manage it very well.

Review Source: Capterra
 

Alfio from Hospital central de las fuerzas armadas

May 2018

May 2018

Excellent Product, work very good

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
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Support

The cost and the easiest way to install

Pros

Stability, availability, very solid product, has a very good programming design, the automatic survey is very good.

Cons

The graphics and the reports are not attractive, I think the look and feel can be improved more, the reports are not very good to visual.

Review Source: Capterra
 

Ryan from Sunrise Communications
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

If you need a call center, Vici is there for you.

Ease-of-use

Functionality

Product Quality

Value for Money

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

Free and open source program in active development and works, consistently. I've based my entire business on this software and it's working wonderfully.

Even the free version has an extremely active community, including the developers, that really want to help you get the system up and going. I have had better support experiences on the free Vicidial forum than I have on a service running.

Cons

Being free and open-source, i suppose i can't complain too much. But the front-end/GUI could use an overhaul pretty bad. The interface looks like a mid-90s website. Granted behind that GUI is a rock-solid system, it would be nice to have something better to look at every day.

Review Source: GetApp
 

Everton from International Asset Services Limited
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Our experience has been very good.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Benefits derived are that we were able to automate our operations and reach more persons on a daily basis.

Pros

Since IAS has installed this software we have found this to be a very useful tool. We have found the reporting feature of the software. to be the most liked feature.

Cons

Having used this software for over 2 years we have not identified any issues or challenges to date.

Review Source: Capterra
 

Drew from DEG Venture Holdings

May 2018

May 2018

VICIDIAL is a great platform for call centers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Almost every feature you can imagine. All done very well. Completely open source with a great community behind it.

Cons

Difficult to configure for the average person. Large learning curve, has some database/data management limitations.

Review Source: Capterra
 

Zeyn from Interactive Credit Solutions - ICS, South Africa

May 2018

May 2018

Excellent Software - Many Great Features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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it assisted our business to go paperless, we are now fully automated and makes the business easier to manage.

Pros

The ability to manage blended call centers - leads analysis & reporting. i also like the ability to manage data efficiently

Cons

the setup of the menus could be more easily placed & every-time there's an upgrade it could be useful to change the look of the software

Review Source: Capterra
 

Rafael from SMB Consulting
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Best call center suit ever

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

Open Source Architecture makes it affordable to any size call center, Very easy to Use and provides Full Call Center control

Cons

Installation procedure can be long and complicated if you don't know or at least have basic knowledge Linux, Apache and MySQL

Review Source: Capterra
 

Nitish from Conjoinix Technologies Pvt Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Over the last many years we have used VICIDIAL for our Clients with great satisfaction and success

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

The VICIDIAL is a wonderful outbound predictive dialer and is Great at Features. Good for small to medium organisations with little budget.

Cons

We and our customers always found it Little Hard to use Interface. It's way complicated and needs a lot of improvement especially on UI.

Review Source: Capterra
 

Shaun from Probient
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

excellcent money well spent

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

scalability and customization were one of the biggest benefits of my establishment. also, their data security is great.

Pros

the ability to use remotely via the web, multi users and easy customization. wonderful customer support, great platform for scalability

Cons

good ideas going down the drain due to heavy development cost.
lack of reporting flexibility
and back end

Review Source: Capterra
 


April 2018

April 2018

Very stable and active platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Stable: I've been a VICIdial admin for a seven server cluster for about four years now. Hopefully I didn't jinx myself - but zero days of down time in that entire time frame. If I had to sum up ANY downtime in hours, I'd ballpark less than 30 MINUTES per month TOTAL (95% floor manager/agent) errors (SQL typo, running lists empty, bad listmix status choice). This is a small operation, 20-40 agents, blend of inbound/outbound, 150,000 calls/day, running 5-6 days per week, 8hrs per day.

Cons

I've had to think on this section for quite a while. Very hard to fault a free and open platform, what can you expect for free?? If you're willing to sit down, read and learn, it's a great platform, community and product. Maybe the paid manuals could be updated more frequently - even a stretch to be a con... It would be nice if there was a newbie section for an admin with no *nix skillset, trying to think of what would make starting out a little easier for some. Then again, if you can't google and figure out 98% of the stuff yourself, probably chose the wrong job.

Review Source: Capterra
 

Jeewi from CCSS PVT LTD
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

I have being using vicidial for past three years and it is wonderful tool for telemarketing

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

Easy campaign setup using copy campaign feature and user group. Further the predictive dialing function also nice feature.

Cons

No way to identify disconnected phone numbers. Carrier rejection reports not in the option or report section.

Review Source: Capterra

  Response: Vicidial Group, VICIdial Group

Date: May 2018

May 2018

 

The Hangup Cause Report was added to VICIdial in 2012, we added SIP rejection code logging with Asterisk 1.8 support in 2014. This report is available in the "Admin Utilities" page accessible from the bottom of the Reports page.

 

Fred from Magellan Solutions

April 2018

April 2018

This product has been the best product for value that we've ever used given its flexibility and cost

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Cost savings is the primary benefit, together with flexibility of the platform.

Pros

Naturally, it's open source which is the main appeal of the software, but, also despite limited support, it is extremely flexible based on the needs of majority of our clients.

Cons

Naturally, unlike some paid call center platforms, it doesn't have unified messaging capabilities. Also, it doesn't allow flexibility to enable our clients to remote monitor our agents given that, per server it doesn't segregate accounts, so, its clients who are given remote access will see our other accounts, if there are several small accounts on the vicidial server

Review Source: Capterra

  Response: Vicidial Group, VICIdial Group

Date: May 2018

May 2018

 

VICidial does offer Inbound Email handling and Website Customer Chat support blended into the same interface that allows agents to handle inbound and outbound phone calls. We have several clients that use the Email support as a way of handling Faxes and SMS messages as well.

As for segregated accounts, that is the whole reason we added User Group segmentation several years ago, to allow groups of users to only see what you want them to see.

If you have questions about either of these, please feel free to contact us or post to our User Forums.