VICIdial software


154 reviews(5.0/5)
154 reviews(5.0/5)

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.

Supported Operating System(s):
Web browser (OS agnostic)

154 Reviews of VICIdial

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  • Ramon from Ecco Outsourcing Group

    Number of employees: 201-500 employees

    September 2018

    Excellent Dialer

    Ease-of-use
    Functionality
    Quality
    Support
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Claire from taxback.com

    Number of employees: 501-1,000 employees

    September 2018

    Organize your calls .

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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    It looks very outdated and if you have a lot of campaigns through it ,it can get confusing to manage .

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Nelson from Cibersys

    Number of employees: 11-50 employees

    September 2018

    the special pbx for your telephone campaigns

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    August 2018

    Amazing dialer for contact centers

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Shannon from VERAFAST

    July 2018

    It was easy to take calls and understand there platform.

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

    it has a fast set up so not a lot time needed to set up and you get a free trial and you don't have to give your credit card to start the trial.

    Cons

    There were no cons for me maybe new people may be a little set back till they read everything. Also
    I think the reporting could be broken down to be a-lot easier.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kaloyan from taxback.com

    Number of employees: 501-1,000 employees

    July 2018

    A wonderful dialing tool .

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    You can't beat free and VICIdial is just that . Extremely easy to navigate through and navigate the calls in a very affordable way .I also like that you can compartmentalize different call areas alongside different subjects for the specific call .

    Cons

    Any complains I have are just nitpicking . That being said ,the design looks very outdated and the reports are very hard to understand .

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Leilani Grace from The Results

    Specialty: Other

    Number of employees: 501-1,000 employees

    July 2018

    Vicidial for Freelancing

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Sirma from taxback.com

    Number of employees: 501-1,000 employees

    July 2018

    Essential for call center work

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money

    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 .

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Steven from Taxback.com

    Number of employees: 501-1,000 employees

    June 2018

    Great for lengthy campaigns .

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    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 .

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • John A from Los Angeles School of Out of Body Travel & Lucid Dreaming

    June 2018

    I still can't believe it's free!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

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

    Response: Vicidial Group, VICIdial Group

    June 2018

    Thank you for the glowing review!

  • Anna from mytaskhelper.ru

    Number of employees: 2-10 employees

    May 2018

    A powerful program for call centers

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Miguel Angel from supamike.com

    Number of employees: 2-10 employees

    May 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    May 2018

    Great software for call centers

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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,

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kashif from Emenac

    May 2018

    A very classical dialer which provides economical services

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Antonis from BrainTech

    May 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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..

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ajit K from dOpenPBX

    May 2018

    Before Vicidial we were paying hundreds of dollars per seat for our call center

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Alfio from Hospital central de las fuerzas armadas

    May 2018

    Excellent Product, work very good

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ryan from Sunrise Communications

    Number of employees: 51-200 employees

    May 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Everton from International Asset Services Limited

    Number of employees: 11-50 employees

    May 2018

    Our experience has been very good.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Drew from DEG Venture Holdings

    May 2018

    VICIDIAL is a great platform for call centers

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
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