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)

138 Reviews of VICIdial

Showing 1-20 of 138

 

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Kashif from Emenac

May 2018

May 2018

A very classical dialer which provides economical services

Ease-of-use

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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..

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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

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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

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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.

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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.

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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

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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

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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

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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

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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

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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

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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

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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
 

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

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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
 

Joao from FINANCIAL MANAGEMENT CONTROL BRASIL SERVICOS DE COBRANCA LTDA

April 2018

April 2018

Amazing and very complete and elegant open source Call Center solution.

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Pros

Open Source, flexibility to make some modifications and customization. Use standards, well know programing languages and technologies like PHP, Perl, MariaDB and Linux to combine in a great and very stable call center platform.

Cons

I'm using Vicidial intensively in the last seven years and I don't know any cons in Vicidial. Is a very flexible solution, stable and reliable.

Review Source: Capterra
 

Gregory from Aspire Marketing Group
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

ViciDial is our dialer of choice for good reason: it's incredibly powerful and is a great value

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I've built a great business over the past few years, and ViciDial is the foundation of my business.

Pros

customer service is fantastic. there's rarely a wait for help, almost every time a human picks up the phone right away -- a very experienced and helpful human, at that! I've attended the in-person training at Vici HQ in Tampa and had a great time learning the ins and outs of the software, as well as meeting the very friendly and helpful staff. Love those guys!

Cons

ViciDial takes time to learn, and takes much longer to master -- but that's only because it's so powerful and has so many features. Some people remark that the interface is ugly or not user-friendly, but I disagree -- I prefer less bells & whistles & icons & emojis, prefer a thin interface with more functionality.

Review Source: Capterra
 

Chris from Final Expense Direct
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

11 years in IT, six in team management, currently Director of IT at large insurance call center

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Highly customizable and very reliable software, it just works!

Pros

We have requested and implemented numerous customizations to our ViCi system from routing, reports to the agent interface. The ViCi team is always available for support and general questions when I may need further insight regarding modules and settings.
The class in St. Petersburg is a must if you want to really know the system from an administrator's role and you will get to know the team that built the ViCidial system.

Cons

I wish the class was 5 days long and had more about the Asterisk system that ViCi uses. Other than that I have no issues with the ViCi software.

Review Source: Capterra
 

Ari from Resolvly

April 2018

April 2018

VICI is an easy to use dialer that gets the job done.

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Pros

Very easy interface for agents to dial and disposition calls. Creating lists for campaigns is relatively easy as well.

Cons

Dialing software pushes through a lot of answering machines and drops high rate of calls when trying to turn dialer to a higher speed. Some times customer support is unable to identify proper tech support needs.

Review Source: Capterra
 

David from Consumer Energy Solutions
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

I have become able to troubleshoot the software. The documentation needs to be better written.

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Pros

Forum support is good and up to date. the software is open source. New option are being added to the software.

Cons

This software is in serious need of programming update. The php is several revision behind current model and the front end language is not current and need a new update to html of a java based like reactjs to make it more user friendly.

Review Source: Capterra
 

martin from Voxoni SAS

April 2018

April 2018

Vicidicl User for more than 6 Years

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Pros

Open Source Model, very comprehensive, during six years it has been evolved to improve constantly, now have support to chat, email besides calls.
You can have free and paid support both very good.

Cons

To have a light admin version for mobile devices could be a plus, Also some additional reports and graphs doesn't hurt.

Review Source: Capterra