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)

87 Reviews of VICIdial

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James from BAM LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

We used VICIdial in our collection process for several years and highly recommend it

Ease-of-use

Functionality

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Customer Support

Value for Money

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This software really helped take us to a new level. It allows us to make more calls and expand our call flows it was a real game changer for us. Add to that since it was open source we had the opportunity to customize it anyway we need and you have TRUE winning combination.

Pros

The best part about this software is that you can either go with a solution that is fully managed by the people who put it together or you can do what we did and run with the open source solution. The community is active and helpful and the creator himself is very involved. We submitted many updates and got them submitted to the core code to expand the capabilities of the software suite.

Cons

There are A LOT of options although this is absolutely great this can be a bit much at first. Just make sure you take your time to get to know the software and how it works and you will be just fine.

Review Source: Capterra
 

JD from Living Stones IT
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Overall amazing platform with functions beyond our wildest dreams!

Ease-of-use

Functionality

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Value for Money

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We reach 100's more customers with the dialer then possible without!

Pros

Flexible, every feature you could imagine. We are planning to roll out so many additional features in the near future to help our sales team

Cons

Support was difficult to schedule, unresponsive. Wish their was a virtual option for deployment; VMware or Hyper-V.

Review Source: Capterra
 

John from The Fundraising Office LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

I spent money on predictive dialers; I should have installed Vicidial for free!

Ease-of-use

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Where should I start? I never knew a software program could do the same job as expensive predictive dialers. I got the best predictive dialer on the planet now, and it cost me nothing. nada, null. it's unbelievable!

Pros

The web based software we used was called Vicidial. In February 2017 I stopped using the fronters, and started researching this "Vicidial" program. I assumed the guys in the PI had spent hundreds of thousands, like I did, on predictive dialers. When I learned that you could install Vicibox just like installed linux on a computer, and that it would do the job of a predictive dialer and that the program was free, I was astounded. Quality wise and feature wise Vicidial is 100 times better than the predictive dialers I paid thousands for, and Vicidial is free! I've had vicibox in production for a few months. First one server, then evolving into a cluster of a database, web, asterisk server. What would you like a dialer to do? Vicidial does it! Vicidial does everything you ever wanted in a predictive dialer. A true Godsend!

Review Source: Capterra
 

Jose from Elastix Paraguay

May 2017

May 2017

Reliable, scalable, open source and packed with features for almost any use case scenario.

Ease-of-use

Functionality

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Value for Money

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Pros

You can scale it in a pinch, if needed, and can integrate it with any external systems via its HTTP API.

It has a rich variety of features, making it suitable for use in any type of call centres, being those inbound or outbound.

It has all the required reports needed to successfuly run a call centre operation.

It has a very detailed documentation for managers and agents. They offer a free and paid version of their manuals, the difference being the paid version having color and helpful images.

It allows call centre managers to have a high grade of control over the agents, monitoring their activity since the time they log in until the end of the day.

It is based on known technologies (LAMP, Asterisk), so it is fully customizable according to the customer needs.

The community is vibrant, active and helpful. If you find an issue, is guaranteed the forum will have the answer. Also, the main developers are reachable in case you have a more specific need or want to pay for a feature to be implemented.

For critical call centre services, it is very easy to integrate it with existing High Availability solutions (HAProxy).

They have clear guidelines respecting the hardware needed to implement the solution.

And please, before doing anything, read the manual.

Cons

Some parts of the system (the agent interface, specifically) are very difficult to customize, by its nature (lot of AJAX, HTML/Javascript/CSS/PHP in one big file).

Although helpful, the presentation of almost all reports are a bit crude, being in raw text format (but the developers are rapidly enhancing those).

Review Source: Capterra
 

Yannick from Jamaica Over IP
Number of employees: 1 employee Employees number: 1 employee

April 2017

April 2017

ASterisk PBX/Dialer Consultant

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I have been using Asterisk since 2008. I got into it so much that I branched out into focusing on PBX administration. I previously did networking, system administration, basic programming and database management. Now I focus on providing PBX and dialer consultancy/support to small call centres.
Asterisk provides a cost effective platform for small to medium size organizations. It is my flg ship solution and I owe my introduction to Asterisk to the current career path that I am on. Glory to God!

Pros

It's cost effectiveness, and it flexibility.

Cons

The support can be challenging for hard to solve issues. But nothing a little research can't handle. There are some gray areas nonetheless where portability of features and applications are involved.

Advice to Others

Keep on developing this software, it is a niche in the future of telecommunications.

Review Source: Capterra
 

Mikael from ISITIX
Number of employees: 1 employee Employees number: 1 employee

April 2017

April 2017

The only credible alternative I know to paid solutions

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We tested it but we haven't gone into production at the moment. The learning curve is a bit steep but vicidial is the only alternative I know to paid solution. It could help you save money. The whole package is customizable and extensible so that you can develop a unique customer experience.

Pros

Open source, predictive dialing, manage both inbound and outbound calls, open to customization and extension

Cons

A bit complex to get started with it : you need to master both asterisk and vicidial

Review Source: Capterra
 

Ivan from Taxback
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2017

April 2017

best dialer

Ease-of-use

Functionality

Product Quality

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Value for Money

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I am using vicidial for about 10 years. it has improved the business process a lot. Our call center has got more than 50% efficiency increase.

Pros

very sophisticated and feature-rich

Cons

very complex initial setup

Review Source: Capterra
 

OMAR from FONLOGIC C.A.
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2017

April 2017

I have been operating several Vicidial Servers uninterruptedly for 4 years

Ease-of-use

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I have been operating several Vicidial Servers uninterruptedly for 4 years. In Insurance companies, 24 Hour Emergency Services and telesales companies, with up to 300 positions. My clients are very satisfied with Vicidial.

Advice to Others

It is essential to have advanced knowledge in Asterisk PBX

Review Source: Capterra
 

Avinash from StratInSol
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Simple Design, Awesome Features, almost everything a blended cal centre would ask for.

Ease-of-use

Functionality

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Been using it for more than 3+ years now. For multiple call centres with varied sizes and requirements, The agents learning curve is most easy, compared to administrator or campaign manager. Lacks some reports, which can be generated manually by exporting data. The best part is community and support with mattf responding to majority of relevant queries.

Pros

1. Open Source
2. Community
3. No bloatware with some features free for trial and the get subscribed for actually relevant features.

Cons

1. Lack of some reports
2. out of the box security (sysadmins can harden it to the core, but for average user)
3. HTML5 & CSS3 theme support at least for agent interface.

Review Source: Capterra
 

Thibaud from IM(ICT Mediterranea)

March 2017

March 2017

Performant but not easy to use

Ease-of-use

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Vicidial is an open source software for outbond and inbound dials with all features for call center. Despite an .iso distribution (Vicibox) for simplifying deploiement, setup and administration are n't easy with an unfriendly interface.

Review Source: Capterra
 

John from National Credit Management
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Perfect call center software

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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Vicidial has been a dream come true. Our previous dialer software was costly and had limitations. Since we've switched to vicidial, we've made 10x more outbound calls than we were making with the previous software. Vicidial is easy to use, easy to set up, and flexible enough to meet all of our needs. The vicidial group has been great to work with when I needed help as well as the online community that has built up around vicidial. I would highly recommend vicidial to anyone looking for a powerful yet easy to use call center software.

Pros

Easy to use and power call center software

Cons

nothing

Advice to Others

Take the time to learn the ins and outs of the software and the built in scripts.

Review Source: Capterra
 

Conor from Southskies
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

10 years in!

Ease-of-use

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I've been using, hosting, and supporting this software for a decade or so. It has it's quirks, but I love it!

Pros

Cost and stability.

Cons

Complexity of options, interface.

Review Source: Capterra
 

Oscar from Tecnologia y especializacion en cobranza S.A. de C.V.
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

March 2017

March 2017

Vicidial- Our call center system

Ease-of-use

Functionality

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Customer Support

Value for Money

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we have 6 server with vicidial as a dial system, with predictive and manual configuration, is the best and more administrable system we had.

Pros

The system have all kind of requirements for a call center, from ivr robot, to predictive calls, and can record all calls.

Cons

doesn't record screen-video

Review Source: Capterra
 

Orvil from J&A Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2017

March 2017

The Best Solution for Call Centers.

Ease-of-use

Functionality

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We have been installing VICIdial in Contact Centers since 2008, all the companies are very satisfied with the easy of use of VICIdial once it is running. For an accurate installation from scratch you needs some basic skills of Linux, Asterisk and MySQL or request to the VICIdial Group for an installation.
If you really want to get the most of your VICIdial it is mandatory to read and understand of the Manager Manual, once you read it your eyes will open because this manual has examples of each kind of campaign you can setup in the software in an easy way(Inbound, Outbound, Blended, Broadcast and Predictive Dialing).
VICIdial has the most complete functions we can expect in a Contact Center software, it can use legacy TELCO analog lines of SIP/IAX trunks, E1, T1 and use IP Phones or SIP/IAX Softphones so you have many options to start using it.

Pros

Because it is based on Asterisk you can use your legacy TELCO analog lines, SIP Trunks, E1's, T1's. You can use your legacy analog phones just using a VoIP Gateway.
In constant development of new features.

Cons

It may be is not a real cons because you should do this for all the software, but especially with VICIdial If you don't read and understand the Manager Manual you will take more time to start using the software with all the capabilities

Review Source: Capterra
 

Alessandro from Virtual Link
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

+1 Rocks solid!

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

We use ViciDial since 2007 and it fulfilled all the needings for many callcenter we manage.
It is actually the best Opensource software for this purposes.

Pros

Full featured. Every needing for daily managment of a in/outbound callcenter is included.
Supervisoning of the whole workflow is easy for teamleders
Statistics and reports are greats
Asterisk integration quite easy
Support from developers and from comunity is very good

Cons

First installation a little bit tricky. But only the first time you approach this software.

Advice to Others

It is a very stable software. This is a great plus for production envirnments.

Review Source: Capterra
 

Sajiv from Bowman Cybercity

March 2017

March 2017

amazing product

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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I have been using Vicidial for a long time. It's a great software. I even travelled 15000km to take their official training.

Review Source: Capterra
 

Lohitha from Vista Solutions Pvt Ltd.
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Vicidial review by LSD

Ease-of-use

Functionality

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Value for Money

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This truly awesome product. Once configured it works like a beast , nothing to worry about
It's bit hard to configure (in the perspective of user friendlyness)since there are a lot of parameters to deal with. But it's also a good thing that the admin has the full control.

Pros

stability , feature set

Cons

Graphics are not eye-candy .
Lack of user friendliness in configuration

Review Source: Capterra
 

Thadeus from Totality Solutions
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2017

March 2017

Best discovery I've made finding this wonderful product!!!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Trying to find fully featured call center that doesn't break the bank is no small feat. New call centers that are growing rapidly need a cost effective but reliable and easy to scale platform. Vicidial has created a platform that can handle even the most complex call center needs. I absolutely love this product!! Those guys rock.

Pros

Easy to cluster and grow. Very simple setup but has all the features needed.

Cons

Can you guys PLEASE PLEASE update the GUI to something in this century.

Review Source: Capterra
 

Ronnie from BD BPO Solutions, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Never failed to meet our requirements.

Ease-of-use

Functionality

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We've been using Vicidial for the last 4 years now, both on Goautodial and Vicibox, and it never failed to meet our requirements, whether it's for inbound or outbound campaigns. The documentation/manual is superb. All that you need to know about Vicidial can be found there.
Support forum is also great. You can always find quick answers to the queries that you might have.

Pros

Easy to use and understand

Review Source: Capterra
 

Gerry from Perfect Network
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Perfect Dialer!

Ease-of-use

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Best dialer we ever use, can be clustered for multiple users. No special hardware requirements, can work on any servers.

Pros

Simple and Easy to manage, Customizable, Open Source, Can work on any 3rd party CRM.

Advice to Others

Its a complete dialer features we all need.

Review Source: Capterra