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.



171 Reviews of VICIdial

Overall rating

4.80 / 5 stars

Filters:

Showing 1 - 20 of 171 reviews

January 2019

Emel from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

4 of 5

January 2019

Extremely useful call tool

Pros

As part of my work , I have to contact customers and verify payment information with them .Vicidial makes organizing those calls and going through them ( securely ) as quickly as that can be managed .It truly does make my work a lot easier .

Cons

The design is really outdated and makes navigating harder than it could be .

January 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

January 2019

Power packed software for call centres

The best part that it's free hence it can be easily used and customised

Pros

It's an ideal software for small to medium call centres containing such user friendly interface. Some of its key features are email integration, inbound and outbound calls, call recording and online chat.

Cons

There should be at least one team member who is well versed with the software. It becomes hard to tackle when any sudden technical issue come up.

January 2019

Chuck from Multiple

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

January 2019

Been Using Vici For Years. Really love it

Great!

Pros

Great auto dialer platform, the user interface is pretty easy to use and administration also is fairly straight forward.

Cons

You will want someone who is very well versed in Vici on your team if you are using it a lot with a very large team. Sometimes tech issues come up that you may need help with.

December 2018

Muhammad from Simolution Private Limited

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Why would someone still buy paid call center applications?

We have deployed 4 call center one of which is serving 400 agents. I have had experience with some closed source application before i used vicidial for the first time. i was a little skeptical before i switched to vicidial but now we recommend every one to use vicidial instead of pricy applications. we never faced reliability and stability issues which some people mentioned in their reviews. We are happy to recommend it to customers and provide them support and building new featutres

Pros

What i love about this Vicidial is that its free, which sometimes seems too good to be true. Scaling the deployments is far more easier than one can imagine. I have installed three different call centers in inbound and blended configuration. The flexibility to develope custom features is just matchless. "No vendor lock in" is one of the biggest reasons i would prefer this application over any other paid application.
i had read some review where people woul put a server reboot overnight to gain stability, however i have an installation of a cluster of 4 servers which has not been rebooted since once year now.
Its free, stable, reliable and flexible to build new features.

Cons

We had customisations which made updates tricky. I would also like to see a better agent screen.

December 2018

Juan Angel from Collective Solution, LLC

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

2 of 5

Functionality

4 of 5

December 2018

ViciDial Easy Dialer

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

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

2 of 5

Functionality

4 of 5

December 2018

Powerful software for Call Centers

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

November 2018

Polina from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

November 2018

Does wonderful work .

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 .

November 2018

Nick from Phone Ware Inc

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

November 2018

Great Dialer

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.

November 2018

Maximo from Ecco Outsourcing Group

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Best open source dialer!

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.

November 2018

Irena from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

November 2018

Essential for series telephone work .

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 .

November 2018

DAVID from IT Services

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

eASY TO USE

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.

October 2018

antonio from Ecco Outsourcing Group

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

Good Dialer

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.

October 2018

Georgi from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Functionality

5 of 5

October 2018

Efficiency in calling .

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 .

October 2018

Alexandar from Taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

October 2018

Best dialer I've worked with .

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 .

September 2018

Brad from Silver Lake Resort

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Silver Lame

Pros

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

Cons

Nothing at all. No complaints easy to set up.

September 2018

Ramon from Ecco Outsourcing Group

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Excellent Dialer

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.

September 2018

Claire from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

September 2018

Organize your calls .

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 .

September 2018

jamie from csr

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

EASY

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.

September 2018

Nelson from Cibersys

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

September 2018

the special pbx for your telephone campaigns

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

August 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

August 2018

Amazing dialer for contact centers

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.