VICIdial Software

VICIdial Software

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FrontRunners 2021

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About VICIdial

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, estim...
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VICIdial User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 253 reviews

User Profile

John A

Verified reviewer

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2018

I still can't believe it's free!

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

Response from Vicidial Group

Thank you for the glowing review!

Replied June 2018

Rogger

Company size: 11-50 employees

Industry: Telecommunications

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
3

Ease-of-use

out of 5
5

Value for money

out of 5
3

Customer support

out of 5
5

Functionality

out of 5

April 2020

a Swiss Army Knife for those who are creative enough to use it well

At GOSAT we use VICIdial in our contact center for loan sales to a local bank in Brazil, where we integrate it 100% with the bank. We also use VICIdial on clients of different segments in the market: collection, petrol, school, health and etc ...

Pros

VICIdial is the most popular open-source Contact Center Solution in the world and it can become a Swiss Army Knife for those who grasp the infinite possibilities of this incredible system. We were able to meet all our needs and overcome all challenges using VICIdial.

Cons

I know that VICIdial is not for this purpose, what I miss is an integration in the AGC interface (Agent) with WhatsAPP and Facebook messanger. We do this today through other solutions, it would be perfect integrated with VICIdial.

Reasons for choosing VICIdial

Because it is open source and has a more active community in the world, and the fact that it is constantly updated and improves.

Reasons for switching to VICIdial

I spent about six months researching OpenSource tools to be used in the contact center and VICIdial was the only one that met all my requirements.

Anonymous

Company size: 51-200 employees

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
3

Ease-of-use

out of 5
3

Value for money

out of 5
3

Customer support

out of 5
3

Functionality

out of 5

April 2019

ViciDial

We are answering the calls efficiently and effectively. I am able to track agent performance at a high level to monitor performance and efficiency. I have great hope to read the manuals and learn what else I can do with Vici.

Pros

Vici is easy to use and contains a significant amount of reporting to track agent efficiency.

Cons

The interface is outdated and could use a cosmetic overhaul. some of the reporting is inconsistent. The way abandonment is calculated in the real time main report is by taking dropped calls and dividing it into calls answered. Under inbound daily report it calculates the abandonment correctly by taking dropped calls and dividing it into calls offered. Lacks some of the modern features available in other phone software: After Call Survey, Track short abandoned calls, Forced call backs, Scheduled reporting. In the IVR we can only offer our customers to leave a voicemail with a window prompt instead of allowing them to press a number at any time to leave a vm.

Response from Vicidial Group

As for the inbound drop-rate, there are configuration changes you can make to have the Real-Time report use all-calls to calculate the drop percentage. The default behavior is to use Answered calls because the vast majority of VICIdial clients use outbound, and taking dropped calls out of Answered calls is a regulatory requirement in most countries. Also, After-Call-Surveys and Force-Scheduled-Callbacks are available as standard features in VICIdial.

Replied April 2019

Greg

Company size: 11-50 employees

Industry: Construction

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
5

Functionality

out of 5

April 2020

Great product, great performance, and great flexibility

I absolutely love VICIdial, I won't use any other dialer at all

Pros

The amount of customization that. you can do, and the sheer power of the dialing platform

Cons

It's got quite a learning curve for people to get proficient with it initially. Although once you've mastered the interface and the concepts behind the dialer, it's amazing.

Reasons for choosing VICIdial

Open Source, and the amount of customization that VICIdial provided

Reasons for switching to VICIdial

We needed a more flexible and powerful dialer that could be customized to fit our needs, and integrate with our CRM

Chris

Company size: 2-10 employees

Industry: Telecommunications

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

August 2021

ViciDial is amazing!!

I am able to run my entire business from this software, its quite remarkable!

Pros

I love the API features of this tool and how I can integrate it into other software

Cons

The learning curve is a bit steep when you are new to the system

Reasons for choosing VICIdial

The overall features and upgrades available were far greater on ViciDial

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